Customer Retention Specialist

Lula is seeking a Customer Retention Specialist to lead our dormancy reactivation strategy. The primary focus of this role is to manage and re-engage a portfolio of SME clients who have not utilized their credit facilities for 12 months or longer. You will act as a consultative 'bridge,' uncovering the reasons for inactivity and providing the necessary product information and support to restore active usage. This is a high-impact role requiring a blend of data-driven analysis and exceptional relationship management to maximize customer lifetime value (LTV).

Key Responsibilities

Proactive Re-engagement & Reactivation

• Dormancy Diagnosis: Conduct outbound re-engagement campaigns to inactive SMEs to identify internal or external barriers to facility utilization (e.g., changes in business needs or lack of product awareness).
• Personalized Outreach: Utilize a mix of channels (Phone, Email, WhatsApp) to deliver tailored 'We Miss You' messaging that highlights recent Lula product improvements and relevant funding benefits.
• Re-onboarding: Guide dormant clients through a 'refresher' onboarding process, ensuring they are comfortable with the latest platform features and all-in-one banking tools.

Portfolio Health & Risk Management

• Documentation Refresh: Coordinate with the Sales Operations Coordinator to ensure all financial data for reactivated accounts is up-to-date and compliant with Credit Risk standards.
• Churn Prediction: Analyze behavioral data and feedback from inactive accounts to identify early warning signs of churn, feeding these insights back to the Sales Enablement Specialist.
• Treating Customers Fairly (TCF): Ensure all retention efforts are conducted transparently, providing clear product disclosures without offering regulated financial advice.

Reporting & Feedback Loops

• Retention Metrics: Track and report on key KPIs including reactivation rates, repeat usage frequency, and the financial impact of re-engagement efforts.
• Exit Interviews: Conduct formal 'exit' discussions with clients requesting account closure to document reasons for departure and provide data for process improvements.

Competencies & Skills

• Consultative Empathy: The ability to listen actively to business owners' challenges and build rapport to foster long-term loyalty.
• Analytical Rigor: Skilled at analyzing account history and behavioral trends to prioritize re-engagement efforts.
• Resilience & Persuasion: A proven track record of handling difficult conversations and negotiating solutions to retain high-value accounts.
• Technical Savvy: Proficiency in CRM platforms (Zendesk preferred) to document interactions and manage multi-channel campaigns.

Experience Required

• Professional Experience: 2+ years of experience in Customer Retention, Account Management, or Customer Success, ideally within a B2B Fintech or Financial Services environment.
• Education: A Degree or Diploma in Business, Marketing, or Communications is preferred.
• SME Context: A strong understanding of the South African SME landscape and the specific cash flow cycles that drive funding needs.
• Language Proficiency: Fluency in English is required; additional local languages are an advantage for personalized outreach.