d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy

Job Summary:

The Customer Re-engagement Manager will be responsible for building a new team & function within d.light, aimed at re-engaging defaulted customers (PAR180+). The primary objective of this team will be developing new ways that the company can permanently resolve customer’s issues, whether that be Financial Constraint, Technical Challenges or a lack of Willingness to Pay.

As you build the Re-engagement Team, you will be leading and managing a growing team of Customer Re-engagement Officers, initially spread across a single Region in Kenya, but growing to be Nationwide. Your primary goal will be to ensure the effective re-engagement of customers older than 180 days from our portfolio. You will play a critical role in developing and implementing customer re-engagement strategies, ensuring compliance with regulations and the highest standards of Customer Experience in achieving set resolution targets.

Key Responsibilities:

Re-engagement Strategy:

• Develop, implement, and continuously optimize customer re-engagement strategies tailored to recover set collection targets of the portfolio.
• Monitor the effectiveness of strategies and make adjustments as needed to improve re-engagement rates.
• Provide feedback & ideas through to the Senior Management Team on how best to empower remote customer-facing team members to resolve customer’s problems on-site.

Team Leadership:

• Lead, motivate, and develop a small team of re-engagement Officers to achieve performance targets and KPIs.
• Conduct regular performance reviews, provide feedback, and identify areas for improvement.
• Foster a positive and collaborative work environment to enhance team productivity.

Portfolio Management:

• Oversee the management of our portfolio.
• Segment the portfolio and assign appropriate re-engagement strategies to different customers based on root cause.

Compliance and Regulation:

• Ensure that all customer re-engagement activities adhere to local and national regulations governing debt collection. Stay updated on changes in relevant regulations,
• Maintain customer centricity and adapt strategies accordingly.

Data Analysis and Reporting:

• Utilize data analytics tools to track and analyze the performance of Re-engagement Officers and re-engagement strategies.
• Generate regular reports for senior management with insights, trends, and  progress to resolution targets.

Customer Engagement:

• Collaborate with Customer Service and Legal teams to explore options for amicable debt resolution where possible.
• Maintain a customer-centric approach, striving for fair treatment and transparency in all interactions.

Training and Development:

• Provide ongoing training and development opportunities for the re-engagement Officers to enhance their skills and knowledge.
• Promote a culture of continuous learning within the team.

Budget Management:

• Manage the allocated budget efficiently, ensuring cost-effectiveness.

Requirements

Qualifications & Characteristics:

• Proven experience in Customer Re-engagement & debt recovery management, preferably in a PayGo context.
• Excellent leadership and team management skills.
• Creative problem solver and adaptable to the new working environment.
• Data-driven decision-making abilities.
• Exceptional communication and negotiation skills.
• Ability to handle high-pressure situations and meet challenging targets