Job Title: Customer Success & Retention Lead
Organisation: ChapChap
Duty Station: Wakiso, Uganda
About Organisation:
ChapChap is a leading provider of digital financial solutions with a strong commitment to customer satisfaction. At ChapChap we expand the capabilities of our MSME networks through strategic partnerships with top-tier service providers to provide unmatched value and convenience to the last-mile man thereby revolutionizing their lives by extending a range of financial services to them. We pride ourselves on delivering exceptional customer support to our valued clients.
Job Summary: We’re looking for an experienced Customer Success & Retention Lead to join our team and focus on nurturing our agent network. In this role, you’ll be instrumental in reducing agent churn, leading retention initiatives, and driving growth in Gross Transaction Value (GTV). With your expertise in customer relations within the fintech or mobile money sector, you’ll provide actionable insights to enhance agent performance and loyalty. If you’re proactive, data-driven, and eager to scale with a fast-growing company, this is your opportunity to lead meaningful change.
Key Duties and Responsibilities:
- Develop and implement strategies to Retain active agents, re-activate the passive effectively while minimizing churn through targeted retention programs.
- Lead retention campaigns, including personalized outreach, training sessions, and incentive programs to keep agents engaged and productive.
- Analyze agent performance data to grow GTV, identifying opportunities for upselling, cross-selling, and operational improvements.
- Generate unique insight reports based on agent behavior, transaction trends, and market feedback to drive sustainable growth in our agent base.
- Collaborate with the sales team to align retention efforts with overall business goals, ensuring seamless agent support and issue resolution.
- Monitor key metrics and provide regular updates to leadership on retention progress and areas for improvement.
- Foster strong relationships with agents, acting as their primary point of contact for support, feedback, and success planning.
Qualifications, Skills and Experience:
- Proven experience (3+ years) in customer success, retention, or relations roles within fintech, mobile money, or similar agent-based industries.
- Strong understanding of agent onboarding, churn analysis, and growth metrics like GTV.
- Excellent analytical skills with the ability to derive actionable insights from data using tools like Excel, Google Analytics, or CRM software.
- Exceptional communication and interpersonal skills to build lasting relationships with agents and internal teams.
- Bachelor’s degree in business, Marketing, Finance, or a related field; relevant certifications (e.g., in customer success) are a plus.
- Self-motivated with a growth mindset, ready to thrive in a startup-like environment.
- Familiarity with Ugandan regulatory bodies like URA and KCCA is advantageous.
How to Apply:
Send your resume, cover letter, and a brief note on your experience with agent retention in fintech to [email protected]
Deadline: 30th December 2025
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Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 36