Posted 9 hours ago
Customer Retention Specialist
LulaCustomer Retention Specialist
Requirements
2+ years experience in Customer Retention or Account Management, B2B Fintech or Financial Services background preferred, Degree or Diploma in Business, Marketing, or Communications preferred, Knowledge of South African SME landscape, Proficiency in CRM platforms like Zendesk, Fluency in English
Skills
FintechCRMZendesk
About the role
Responsibilities
- Conduct outbound re-engagement campaigns to inactive SMEs to identify barriers to facility utilization
- Deliver tailored messaging via Phone, Email, and WhatsApp to highlight product improvements
- Guide dormant clients through a refresher onboarding process for platform features
- Coordinate with Sales Operations to ensure financial data is up-to-date and compliant
- Analyze behavioral data to identify early warning signs of churn
- Track and report on KPIs including reactivation rates and repeat usage frequency
- Conduct exit interviews with clients requesting account closure to document reasons for departure
Requirements
- 2+ years of experience in Customer Retention, Account Management, or Customer Success
- Experience within a B2B Fintech or Financial Services environment preferred
- Degree or Diploma in Business, Marketing, or Communications preferred
- Strong understanding of the South African SME landscape
- Proficiency in CRM platforms, preferably Zendesk
- Fluency in English
About the Company
Lula is a fintech company focused on providing credit facilities and banking tools to SMEs in South Africa.
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Lula · Cape Town
