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.