Customer Re-engagement Manager

Job Summary:

The Customer Re-engagement Manager will be responsible for building a new team & function within d.light, aimed at re-engaging defaulted customers (PAR180+). The primary objective of this team will be developing new ways that the company can permanently resolve customer’s issues, whether that be Financial Constraint, Technical Challenges or a lack of Willingness to Pay. 

As you build the Re-engagement Team, you will be leading and managing a growing team of Customer Re-engagement Officers, initially spread across a single Region in Kenya, but growing to be Nationwide. Your primary goal will be to ensure the effective re-engagement of customers older than 180 days from our portfolio. You will play a critical role in developing and implementing customer re-engagement strategies, ensuring compliance with regulations and the highest standards of Customer Experience in achieving set resolution targets.

Key Responsibilities:

Re-engagement Strategy:

• Develop, implement, and continuously optimize customer re-engagement strategies tailored to recover set collection targets of the portfolio.
• Monitor the effectiveness of strategies and make adjustments as needed to improve re-engagement rates.
• Provide feedback & ideas through to the Senior Management Team on how best to empower remote customer-facing team members to resolve customer’s problems on-site.

Team Leadership:

• Lead, motivate, and develop a small team of re-engagement Officers to achieve performance targets and KPIs.
• Conduct regular performance reviews, provide feedback, and identify areas for improvement.
• Foster a positive and collaborative work environment to enhance team productivity.

Portfolio Management:

• Oversee the management of our portfolio.
• Segment the portfolio and assign appropriate re-engagement strategies to different customers based on root cause.

Compliance and Regulation:

• Ensure that all customer re-engagement activities adhere to local and national regulations governing debt collection. Stay updated on changes in relevant regulations, 
• Maintain customer centricity and adapt strategies accordingly.

Data Analysis and Reporting:

• Utilize data analytics tools to track and analyze the performance of Re-engagement Officers and re-engagement strategies.
• Generate regular reports for senior management with insights, trends, and  progress to resolution targets.

Customer Engagement:

• Collaborate with Customer Service and Legal teams to explore options for amicable debt resolution where possible.
• Maintain a customer-centric approach, striving for fair treatment and transparency in all interactions.

Training and Development:

• Provide ongoing training and development opportunities for the re-engagement Officers to enhance their skills and knowledge.
• Promote a culture of continuous learning within the team.

Budget Management:

• Manage the allocated budget efficiently, ensuring cost-effectiveness.

Requirements

Qualifications & Characteristics:

• Proven experience in Customer Re-engagement & debt recovery management, preferably in a PayGo context.
• Excellent leadership and team management skills.
• Creative problem solver and adaptable to the new working environment. 
• Data-driven decision-making abilities.
• Exceptional communication and negotiation skills.
• Ability to handle high-pressure situations and meet challenging targets.