Job description
Role SummaryThe Head of Telesales and Retention is responsible for defining, implementing, and overseeing the strategies and operations of the company's outbound telesales activities aimed at acquiring new customers, upselling/cross-selling to existing ones, and crucially, retaining the existing customer base to minimise churn. This role requires a strategic thinker with strong operational management skills, a deep understanding of the telecommunications industry, and proven experience in leading high-performing sales and retention teams in a contact centre environment. Key AccountabilitiesStrategy Development & Implementation:Develop and execute comprehensive telesales strategies to achieve aggressive sales targets for new customer acquisition and revenue growth.Design and implement effective customer retention strategies and programmes to reduce churn and increase customer lifetime value (CLTV).Align telesales and retention strategies with overall company objectives, marketing campaigns, and product launches. Team Leadership & Management:Lead, mentor, and develop a large team of telesales and retention managers, team leaders, and agents.Set clear performance expectations, goals, and KPIs for individuals and teams (e.g., conversion rates, average handling time, churn rate, save rate, ARPU).Implement effective coaching, training, and performance management programmes to enhance team skills and productivity.Foster a high-performance culture focused on achieving targets, customer satisfaction, and continuous improvement. Operational Management:
Responsibilities & skills
Education
Establish robust reporting mechanisms to track key metrics and performance indicators.Analyse sales data, churn data, customer feedback, and operational metrics to identify trends, opportunities, and areas for improvement.
Experience
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Maxis
Here at Maxis, we are driven by our brand purpose of mainstreaming what’s next. Our passion drives us to innovate and market services that are worry-free and ‘Always On’ for our customers. We also strive to provide an unmatched end-to-end internet experience - bringing together advanced always on connectivity and digital experiences.Our people are our competitive advantage. We prepare for the future today by developing the skills and talent of all employees, making Maxis a great place to work for people who desire to grow and learn. Underpinning this is the MaxisWay, our approach to work that champion passion, positivity, and collaboration which trigger radical change and innovation within the industry.
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