Retention Team Leaders

Job Title: Regional Retention Team Leaders

Business Unit :Wananchi Cable Uganda Ltd

Report to:Customer Experience Manager

Profile and Main Purpose of the Job:

Wananchi Cable Uganda (WCU) is a licensed triple-play platform operator in Uganda. WCU operates under the brand name “Zuku Fiber” in Uganda. Zuku Fiber provides direct access to fiber to the home on a mass-market basis in Kampala in high quality at an affordable price. Zuku Fiber provides IP address, Cordless handset, Optional TV, and a free Wi-Fi router. Zuku Fiber has been in the business for over 5 years, we provide internet services in residential areas, and our coverage includes Naguru, Bugolobi, Kiwatule and Munyonyo. Our objective is to provide our clients with the best quality, reliable services, fastest connectivity backed up with value-added services anywhere and everywhere at all times.

Key Responsibilities:

· Month on Month Customer retention target above 95%

· Managing Field Retention Agents

· Gathering Customer feedback and Market intelligence

· Retaining existing customers

· Retaining new customers

· Revenue growth

· Preparation of daily and weekly reports

· Physical visit to customers premises

TARGETS

Achieve 95% retention month on month retention

Requirements:

· Degree in Telecom Engineering or business-related studies

· Minimum of 3-5 years exposure to customer retention

· Experience in ISP

· Experience in Call Centre Management

· Experience in field activities

· Experience in Excel and data presentation analysis.

· Must be Customer Centric

Required Competencies:

· Excellent communications and negotiation skills

· Fluent in English (written and spoken).

· Ability to quickly grasp concepts, work under pressure, deliver to meet deadlines

· Must be self‐driven, motivated, enthusiastic, positive and pleasant individual who is result oriented

· Ability to interface and communicate effectively at all levels within a corporate environment

· Must be a team player and can demonstrate the ability to work with the various departments within the company to achieve the shared Vision

· Must be Customer Centric

Interested candidates can send their CVs to recruit@ke.wananchi.com with the job title ” Regional Retention Team Leaders ” not later than 15th May 2025.