Head of Telesales & Retention

About the role

Mogo, part of Elevating Group, is a fintech company that provides asset financing, including motorcycles, cars, logbook loans, smartphones and cash loans, to entrepreneurs excluded from traditional banking. The Head of Telesales & Retention owns revenue from new leads and existing customers across the Mogo Kenya portfolio and is accountable for conversion, retention and reactivation. Day-to-day call center execution is already covered by managers and leads, so the role sets direction, builds new teams, channels and offers, and pushes growth as the portfolio scales.

Key responsibilities

• Own conversion, 90-day retention, sleeping client reactivation and revenue targets, and manage cost efficiency and cost per sale
• Design and run agent commission and incentive schemes within the CXE framework, subject to approval by the Head of CXE
• Build and launch new teams and channels from scratch, and design offers and campaigns with Product, Marketing and partners
• Bring the retention model to new products such as smartphones and cash loans, and grow sales through digital and self-serve channels (app, push, in-app offers, WhatsApp)
• Run fast test cycles on scripts, offers, timing and channels, and scale what works
• Own the operating model: team split, lead routing, handoffs to Customer Care and branches, ERP rules, and multi-channel playbooks (calls, SMS, WhatsApp, app)
• Drive adoption of sales technology (dialers, CRM, offer automation) and protect lead integrity against fraud
• Lead 40+ agents, hire and coach future leaders, and raise sales skills with L&D and QA
• Own the KPI framework, dashboards and reporting, and run performance reviews and root-cause analysis

Required profile

• 6+ years in commercial roles: sales, growth, retention or telesales/call centre leadership
• Proven track record of launching and scaling a team, channel, product or campaign with results
• Experience leading 30+ people, directly or through managers
• Background in lending, fintech, telco, insurance, betting or BPO sales accounts
• BPO candidates should show what they built or turned around, not only what they ran
• Kenya or East Africa mass-market customer experience is a strong advantage

Required skills

• Strong data skills: builds own analysis in Excel or Sheets, comfortable with funnels, cohorts and A/B tests
• Hands-on approach: listens to calls, sits with agents and rewrites scripts