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Full-time
Customer Success & Retention Lead Job at ChapChap
ChapChap
Job Description
We’re looking for an experienced Customer Success & Retention Lead to join our team and focus on nurturing our agent network. In this role, you’ll be instrumental in reducing agent churn, leading retention initiatives, and driving growth in Gross Transaction Value (GTV). With your expertise in customer relations within the fintech or mobile money sector, you’ll provide actionable insights to enhance agent performance and loyalty. If you’re proactive, data-driven, and eager to scale with a fast-growing company, this is your opportunity to lead meaningful change.
Duties, Roles and Responsibilities
- Develop and implement strategies to Retain active agents, re-activate the passive effectively while minimizing churn through targeted retention programs.
- Lead retention campaigns, including personalized outreach, training sessions, and incentive programs to keep agents engaged and productive.
- Analyze agent performance data to grow GTV, identifying opportunities for upselling, cross-selling, and operational improvements.
- Generate unique insight reports based on agent behavior, transaction trends, and market feedback to drive sustainable growth in our agent base.
- Collaborate with the sales team to align retention efforts with overall business goals, ensuring seamless agent support and issue resolution.
- Monitor key metrics and provide regular updates to leadership on retention progress and areas for improvement.
- Foster strong relationships with agents, acting as their primary point of contact for support, feedback, and success planning.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Send your resume, cover letter, and a brief note on your experience with agent retention in fintech to careers@chapchap.co
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