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Customer Retention Specialist
Job Location:
Job Location:
Cape Town - South Africa
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
13 July 2026 (30+ days ago)
Posted:
Application Deadline:
10 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Department:
Job Summary
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.
Required Experience:
IC
About Company
OVERALL PURPOSE We're looking for a newly qualified CA(SA) to join Lula as a Financial Accountant. The Financial Accountant ensures accurate, timely, and compliant financial reporting in a fast-paced fintech environment. This role manages day-to-day accounting, period-end close, intan ... View more
