Churn and Collection Manager

Company description:

Digicel Group Limited

Job description:

Primary Objective of the job:

• Churn and Collection Manager is responsible for day-to-day planning and optimization of the Customer Retention program - including outbound calls, email and SMS channels - with the objective of increasing the lifetime value of customers while nurturing them throughout their lifecycle.
• This role partners across teams to strategize, plan and flawlessly deploy campaigns, promotions, and customer lifecycle initiatives to drive financial performance.
• Responsible for maintaining, managing, controlling and executing the Company’s credit and collections activities.

Main Duties and Responsibilities:

• Maintain calendar, roadmap, and learning agenda for retention program including outbound calls, email, SMS, and customer lifecycle initiatives
• Own all outbound calls/email/SMS channel and repeat customer KPIs; responsible for achieving channel financial targets and customer-level goals
• Monitor, track, and analyze campaign metrics on a weekly and monthly basis
• Responsible for maintaining, managing, controlling and executing the Company’s credit and collections activities as well as customer retention
• Manage multiple accounts, ensuring that a high level of customer retention and debt management satisfaction is maintained.
• Implement strategies for retaining customers requesting to terminate or downgrade their account and debt collection.
• Build positive work relationships with customers for repeat business.
• Develop and optimize comprehensive outbound calls, email and SMS channel strategies that support product launches, customer retention, and conversion rate optimization
• Review and remediate all credit and collections processes ensuring a best in class service and experience for customers.
• Deliver on monthly cash collection and aged debt targets for all functions.
• Ensure that bad debt provisions are maintained at budget levels due to effective collections and management of bad debt exposures.
• Lead on the market order to cash process initiative to ensure end to end cycle times are reduced and customer experience is maximized.
• Manage all 3rd party payment channels.
• Develop and enhance reporting in the function to include clear performance management and development of the Retention and Debt portfolio.
• Assist in the implementation and control of Collections and debt policies to maximize sales, and improve collections of accounts receivables.
• Reduction of outstanding aged receivable balances.
• Establish pro-active collections activities to highlight customer balances due in current period, and implement procedures for review and follow up of delinquent receivable balances
• Ensure accuracy of customer data in accounts receivable database to assist in collections activities.

Academic qualifications and experience required for job:

• Bachelor’s Degree in a Business Related and/or Accounting field
• 3+ years’ experience in credit and collections with 2 years in a management position
• Familiarity with Accounting Platforms

Functional Skills:

• Excellent organizational skills
• Strong communication and interpersonal skills
• Ability to work independently, multi-task and thrive in a fast paced environment.
• Strong customer focus including confidence in resolving issues with suppliers, billing, and sales teams
• Ability to organize and motivate team
• Strong verbal and written communication skills
• Team oriented, and can focus on details
• Working knowledge of Microsoft Office applications