Head of Telesales & Retention

ABOUT US
MOGO Auto Limited is part of Eleving Group, a global fintech company operating in seventeen countries across three continents. We are a trusted financial partner committed to expanding access to asset financing in Kenya and supporting upward social mobility.
We offer a wide range of products including car, motorcycle, tuk-tuk, and electric motorcycle financing, as well as logbook loans and smartphone financing. Licensed by the Central Bank of Kenya as a Digital Credit Provider, MOGO combines technology, data-driven decision-making, and strong risk-management practices to deliver fast, flexible, and affordable financing.
With over 500,000 loans issued, we continue to grow rapidly- supported by our nationwide branch network and a user-friendly customer mobile App. We are driven by a mission to provide innovative, sustainable financial solutions and to empower our customers with the tools and opportunities they need to improve their lives. At MOGO, you’ll join a dynamic, mission-driven team that is reshaping access to finance across Kenya.
We offer a collaborative, energizing, and non-bureaucratic workplace where you can grow, contribute, and truly love what you do.

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
1. 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

2. 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

3. 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

4. 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

5. 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)

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

Reporting Line

• Reports to: Head of Customer Experience & Engagement

• Works closely with: Product, Marketing, Risk, IT, QA, L&D and Customer Care

Success in First 90 Days

• Full funnel view per team, with a weekly performance rhythm running

• At least two new initiatives launched and measured (e.g. a new team, offer or channel)

• Measurable lift in conversion and 90-day retention

• A 12-month plan to scale retention as the portfolio grows

With us you will
Feel Good

• A friendly and dynamic work environment

• An excellent well-being program:

• Health insurance (after probation period)

• Pension scheme (after probation period)

• Active social life and events

Win

• Fast results without the friction of bureaucracy

• Great victories due to the transparency of the company and its goals

• Bonuses and awards for the great work

• Participate in victory celebrations with your co-workers

Grow

• Together with an intelligent team

• Yourself and the company with the established feedback culture

• Your knowledge with training possibilities

Why join us

• Opportunity to work in a diverse, international environment across Africa and the Baltics.

• Exposure to cross-border taxation, compliance and group-level reporting.

• A supportive, growth-oriented team culture that values continuous learning and professional development.

Equal Employment Opportunity Policy
Mogo is an equal opportunity employer; we celebrate diversity; we are committed to creating an inclusive environment for all employees. Employment at Mogo is based solely on a person's merit and qualifications directly related to professional competence. We extend equal opportunity to all individuals regardless of race, religion, color, gender, disability, age, marital status and any other characteristics protected by law