Customer Retention Officer

About the role

The Customer Retention Officer reports to the Client Retention Manager and is responsible for retaining, maintaining and improving the relationship between Deposita South Africa and its customers. The role ensures service levels are met, customers are fully informed of available service offerings, and that renewal and termination processes are managed effectively.

Key responsibilities

• Update and implement the customer service plan.
• Ensure compliance with SATMETRIX and Risk 360 requirements.
• Maintain an up‑to‑date customer renewal strategy and aim for a 90% retention rate.
• Identify renewal risks and expansion opportunities, flagging them promptly.
• Drive quarterly targeted communication campaigns for renewal customers.
• Tailor solutions to meet the needs of renewal and potential termination customers.
• Measure and capture value realised from renewals and saved terminations.
• Implement and follow the strategic renewals matrix and playbook.
• Follow up on open, escalated or new tickets.
• Maintain formal, recorded monthly meetings with channel partners.
• Prioritise feature road‑maps based on customer insights.
• Communicate value‑added services and new innovations quarterly.
• Ensure proper resourcing of the customer service department.
• Analyse renewal and termination data to improve forecast accuracy.
• Set departmental targets, KPIs for response times, and present trends to Exco.
• Participate in health and safety planning, forums and incident reporting.

Required profile

• Self‑starter with a proven track record in policy adherence and best‑practice adoption.
• Sound judgment and a results‑driven mindset.
• Ability to work autonomously while embodying company values of agility, reliability, innovation, caring, teamwork, safety and integrity.
• Strong relationship‑building skills with customers and channel partners.

Required skills

• Data analysis