Role Overview

The Head of Telesales & Retention owns revenue from new leads and existing customers across the Mogo Kenya portfolio: motorcycles, cars, logbook loans, smartphones and new products, including cash loans. The role is accountable for conversion, retention and reactivation, and for building the machine that delivers them.

Strong day-to-day call center execution is already in place through the managers and leads. This role sets direction, builds new teams, channels and offers, and pushes the function to grow as the portfolio scales.
We are looking for a commercial builder: someone who has opened new sales teams, channels and campaigns, got them hitting numbers fast, and kept pushing for the sky.

Key Responsibilities

Commercial Ownership

• Own conversion, 90-day retention, sleeping client reactivation and revenue targets
• Manage cost efficiency and cost per sale across the function
• Design and run agent commission and incentive schemes within the CXE framework, subject to approval by the Head of CXE

Build & Launch

• Stand up new teams and channels from zero (e.g. a conversion team, scaling WhatsApp and other non-voice sales, launching retention on new product)
• Design and launch offers and campaigns for existing customers together with Product, Marketing and partners
• Bring the retention model to new and fast-growing products, especially smartphones and cash loans
• Push sales and retention growth by digital and self-serve channels: app, push, in-app offers and WhatsApp, so agents focus where a human adds value
• Run fast test cycles on scripts, offers, timing and channels, and scale what works

Operating Model & Playbooks

• Own how telesales works: team split, lead routing and ownership, handoffs to Customer Care and branches, ERP rules
• Own multi-channel playbooks (calls, SMS, WhatsApp, mobile app) triggered by the customer lifecycle
• Own channel mix and customer journeys in our engagement platform (MoEngage), and drive requirements and adoption of sales tech: dialers (Webitel), CRM, offer automation
• Protect lead integrity and design processes that close fraud risks

Team Leadership

• Lead 40+ agents through managers and leads across voice, non-voice and retention teams
• Hire, coach and build a bench of future leaders
• Raise sales skill on the floor (scripts, objection handling) together with L&D and QA

Data & KPIs

• Own the KPI framework, dashboards and reporting cadence for the function
• Make sure KPIs drive the right agent behaviour and link to revenue, not just activity
• Run regular performance reviews and root-cause analysis; align QA scoring with outcomes (dotted line to QA)

Requirements

What you need

• 6+ years in commercial roles: sales, growth, retention, or telesales / call centre leadership
• Proven record of launching something new (a team, channel, product or campaign) and scaling it, with numbers to show for it
• Experience leading 30+ people, directly or through managers
• Strong with data: builds own analysis in Excel or Sheets; comfortable with funnels, cohorts and A/B tests
• Background in lending, fintech, telco, insurance, betting or BPO sales accounts. BPO candidates: show what you built or turned around, not only what you ran
• Experience with mass-market customers in Kenya or East Africa is a strong advantage

What We’re Looking For

• Builder and pusher: creates momentum and does not wait for permission
• Thinks in issuances, revenue, margin and cost per sale, not only calls and talk time
• Hands-on: will listen to calls, sit with agents and re-write the script
• Prefers a V1 in two weeks over a plan in two months
• Pushes teams hard and fairly; comfortable with pace and ambiguity