Tatu City

Special Economic Zone for industrial development

Field Retention Agents

Account ManagementConfirmed live in the last 24 hours

Full-timeTatu City, KenyaNo salary listedIn-person

About the Job

Requirements

A diploma or degree in Business, Marketing, Communications, or a related field.
At least 2 years of proven success in Field Sales, Customer Service, or Field Operations.
Strong interpersonal and negotiation skills to convert reluctant customers.
Ability to identify patterns in customer behavior and churn data.
A problem-solving attitude and stamina for consistent field travel and face-to-face engagement.

Responsibilities

Visit inactive or terminated customers in person to resolve past issues and convert them back into active, paying subscribers.
Conduct follow-ups as a brand ambassador to reinforce the value of services and identify underlying causes of customer churn.
Implement targeted retention campaigns, including personalized offers and loyalty programs, to encourage immediate reactivation.
Provide on-the-spot solutions or coordinate with technical and support teams to resolve service-related barriers to adoption.
Coordinate the professional collection of company equipment from customers who have definitively exited the service.
Track field interactions and provide management with insights on churn drivers and territory-specific trends.

Field Retention Agents

Tatu City · Tatu City, Kenya · Full-time · Posted 2026-03-23

Workplace: on_site

Description

We are looking for results-driven Field Retention Agents to join our frontline team. In this role, you won't just be saving accounts; you will be restoring relationships. You will proactively engage with dormant or suspended customers, address their concerns, and implement strategic win-back solutions to strengthen long-term loyalty.

Key Responsibilities

Active Re-engagement: Visit inactive or terminated customers in person to resolve past issues and convert them back into active, paying subscribers.
Relationship Management: Act as a brand ambassador, conducting follow-ups to reinforce the value of our services and identify underlying "pain points" leading to churn.
Strategic Retention: Implement targeted campaigns, including personalized offers and loyalty programs, to encourage immediate reactivation.
Issue Resolution: Provide on-the-spot solutions or coordinate with technical and support teams to fix service-related barriers to adoption.
Equipment Management: Coordinate the professional collection of company equipment from customers who have definitively exited the service.
Reporting: Track all field interactions and provide insights to management on churn drivers and territory-specific trends.

How Success is Measured

Total volume of successfully reactivated customers (Win-back rate).
Monthly churn reduction within your assigned territory.
Customer satisfaction scores following field interactions.
Improvement in Customer Lifetime Value (CLV).

Requirements

Education: Diploma or Degree in Business, Marketing, Communications, or a related field.
Experience: 2+ years of proven success in Field Sales, Customer Service, or Field Operations.
Negotiation: Exceptional interpersonal skills with the ability to turn a "no" into a "yes."
Analytical Mindset: Ability to identify patterns in customer behavior and churn data.
Resilience: A problem-solving attitude with the stamina for consistent field travel and face-to-face engagement.

Apply

Apply at Tatu City

About the Company

Tatu City

Special Economic Zone for industrial development

Tatu City develops Kenya’s first operational Special Economic Zone (SEZ) and a 5,000-acre mixed-use city created by Rendeavour. It provides infrastructure-ready plots and fully developed spaces across industrial, residential, office, and educational uses within an SEZ designed to ease permits and services for businesses, backed by international investors. It differentiates itself by offering a government-recognized SEZ plus a complete ecosystem—homes, offices, schools, and recreation—within one regulated, long-term project. Its goal is to accelerate Kenya’s economic growth by attracting investment and enabling companies to set up, hire people, and expand, aligned with Vision 2030.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Nakuru, Kenya
Founded: 2008

Recently Posted Jobs

Explore more opportunities at Tatu City

See more jobs