Head of Telesales & Retention

Role Overview

The Head of Telesales & Retention owns revenue from new leads and existing customers across the Mogo Kenya portfolio: motorcycles, cars, logbook loans, smartphones and new products, including cash loans. The role is accountable for conversion, retention and reactivation, and for building the machine that delivers them.

Strong day-to-day call center execution is already in place through the managers and leads. This role sets direction, builds new teams, channels and offers, and pushes the function to grow as the portfolio scales.

We are looking for a commercial builder: someone who has opened new sales teams, channels and campaigns, got them hitting numbers fast, and kept pushing for the sky.

Key Responsibilities

Commercial Ownership

Own conversion, 90-day retention, sleeping client reactivation and revenue targets

Manage cost efficiency and cost per sale across the function

Design and run agent commission and incentive schemes within the CXE framework, subject to approval by the Head of CXE

Build & Launch

Stand up new teams and channels from zero (e.g. a conversion team, scaling WhatsApp and other non-voice sales, launching retention on new product)

Design and launch offers and campaigns for existing customers together with Product, Marketing and partners

Bring the retention model to new and fast-growing products, especially smartphones and cash loans

Push sales and retention growth by digital and self-serve channels: app, push, in-app offers and WhatsApp, so agents focus where a human adds value

Run fast test cycles on scripts, offers, timing and channels, and scale what works

Operating Model & Playbooks

Own how telesales works: team split, lead routing and ownership, handoffs to Customer Care and branches, ERP rules

Own multi-channel playbooks (calls, SMS, WhatsApp, mobile app) triggered by the customer lifecycle

Own channel mix and customer journeys in our engagement platform (MoEngage), and drive requirements and adoption of sales tech: dialers (Webitel), CRM, offer automation

Protect lead integrity and design processes that close fraud risks

Team Leadership

Lead 40+ agents through managers and leads across voice, non-voice and retention teams

Hire, coach and build a bench of future leaders

Raise sales skill on the floor (scripts, objection handling) together with L&D and QA

Data & KPIs

Own the KPI framework, dashboards and reporting cadence for the function

Make sure KPIs drive the right agent behaviour and link to revenue, not just activity

Run regular performance reviews and root-cause analysis; align QA scoring with outcomes (dotted line to QA)

Requirements

What you need

6+ years in commercial roles: sales, growth, retention, or telesales / call centre leadership

Proven record of launching something new (a team, channel, product or campaign) and scaling it, with numbers to show for it

Experience leading 30+ people, directly or through managers

Strong with data: builds own analysis in Excel or Sheets; comfortable with funnels, cohorts and A/B tests

Background in lending, fintech, telco, insurance, betting or BPO sales accounts. BPO candidates: show what you built or turned around, not only what you ran

Experience with mass-market customers in Kenya or East Africa is a strong advantage

What We’re Looking For

Builder and pusher: creates momentum and does not wait for permission

Thinks in issuances, revenue, margin and cost per sale, not only calls and talk time

Hands-on: will listen to calls, sit with agents and re-write the script

Prefers a V1 in two weeks over a plan in two months

Pushes teams hard and fairly; comfortable with pace and ambiguity

go to method of application »

Minimum qualifications

BA/BSc/HND

How to apply

Use the link(s) below to apply on company website.

Sales Officer- Coutrywide

Sales Agent - Checkoff Loans - ( Country wide)

Head of Telesales & Retention

Customer Solutions Agent

Customer Care Team Lead (Inbound)

Customer Care and Debt Collection Agent (Device Financing)

https://www.myjobmag.co.ke/apply-now/1376564

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