Head of Telesales & Retention

• Own revenue targets for new leads and existing customers across various products including motorcycles, cars, logbook loans, smartphones, and cash loans.
• Manage conversion, 90-day retention, and reactivation of sleeping clients.
• Design and implement agent commission and incentive schemes.
• Build and launch new teams and sales channels such as conversion teams and non-voice sales like WhatsApp.
• Develop offers and campaigns for existing customers in collaboration with Product, Marketing, and partners.
• Drive sales and retention growth through digital and self-serve channels including app, push notifications, in-app offers, and WhatsApp.
• Manage the telesales operating model including team structure, lead routing, handoffs, and ERP rules.
• Create and maintain multi-channel playbooks triggered by customer lifecycle events.
• Oversee channel mix and customer journeys on the engagement platform and manage sales technology adoption.
• Ensure lead integrity and design processes to mitigate fraud risks.
• Lead a team of over 40 agents through managers and leads across voice, non-voice, and retention teams.
• Hire, coach, and develop future leaders.
• Improve sales skills on the floor with scripts and objection handling in coordination with L&D and QA.
• Own KPI framework, dashboards, and reporting cadence for the function.
• Conduct regular performance reviews and root-cause analysis, aligning QA scoring with outcomes.

• At least 6 years in commercial roles such as sales, growth, retention, or telesales/call centre leadership.
• Proven experience in launching and scaling new teams, channels, products, or campaigns with measurable results.
• Experience leading teams of 30 or more people, directly or through managers.
• Strong data skills including building analyses in Excel or Sheets, familiarity with funnels, cohorts, and A/B testing.
• Background in lending, fintech, telco, insurance, betting, or BPO sales accounts.
• For BPO candidates, evidence of building or turning around operations is required, not just managing.
• Experience with mass-market customers in Kenya or East Africa is a strong advantage.
• Ability to create momentum and work proactively without waiting for permission.
• Focus on issuances, revenue, margin, and cost per sale rather than just call metrics.
• Hands-on approach including listening to calls and revising scripts.
• Comfortable working in a fast-paced and ambiguous environment while pushing teams hard but fairly.

Apply through the employer's official contact. The employer has not published a closing date.