Customer Excellence & Retention (CER) Associate (Full-Time)

Location: Accra
Application Deadline: 2 April 2026

Company Profile

Perbi Cubs is a purpose-driven organization dedicated to raising confident, fluent readers across Africa. Through innovative literacy programs and strong stakeholder engagement, Perbi Cubs is building a generation of empowered young learners while maintaining a culture rooted in excellence, integrity, and impact.

Role Overview

We are seeking a strategic and people-focused Customer Excellence & Retention (CER) Associate to lead stakeholder experience, strengthen retention, and drive advocacy. You will play a critical leadership role in ensuring exceptional service delivery, building long-term relationships, and enhancing stakeholder satisfaction.

Key Responsibilities

1. Lead Stakeholder Experience Strategy

• Design and oversee structured on-boarding journeys for all stakeholders
• Establish consistent engagement cadence, including check-ins and milestone touch points
• Identify early signs of disengagement and implement proactive interventions
• Manage high-level escalations and sensitive stakeholder concerns
• Conduct periodic stakeholder satisfaction reviews
• Target Outcome: Achieve a Net Promoter Score (NPS) of ≥ 90%

2. Own Retention & Renewal Performance

• Manage the renewal pipeline and retention forecasting
• Review at-risk accounts weekly and assign recovery strategies
• Conduct churn analysis and implement preventive actions
• Initiate renewal conversations at least 30 days before contract expiry
• Drive accountability to achieve renewal targets
• Target Outcome: Maintain ≥ 90% renewal rate across cohorts

3. Supervise & Develop CER Officers

• Supervise CER Officers across rotating shifts
• Conduct weekly performance reviews using defined metrics and dashboards
• Enforce communication quality and responsiveness standards
• Coach team members on de-escalation and stakeholder recovery
• Address performance gaps promptly and professionally

4. Convert Satisfaction into Advocacy

• Implement structured referral programs from satisfied stakeholders
• Capture testimonials and success stories
• Collaborate with Marketing to amplify brand advocacy
• Track and optimize referral conversion performance

5. Ensure World-Class Responsiveness

• Monitor and enforce response time benchmarks
• Ensure timely resolution of complaints within service standards
• Maintain complete and accurate CRM documentation
• Resolve all escalations within 24 hours

6. Use Data to Strengthen Retention

• Review NPS, engagement, and churn data regularly
• Partner with internal teams to identify risk patterns
• Apply data-driven strategies to improve stakeholder engagement
• Submit structured weekly and monthly performance reports

7. Living the Brand – Core Values

• Model and uphold the organization’s values: People, Integrity, Excellence, Flexibility & Fun, Innovation & Creativity, Success, Grace & Glory
• Demonstrate professionalism, accountability, and emotional intelligence
• Commit to continuous personal and leadership development

Qualifications and Competencies

• Hold a Bachelor’s degree in Communications, Marketing, Education, Business Administration, or a related field
• Demonstrate 5–8 years of experience in customer excellence, account management, retention strategy, hospitality leadership, or client success
• Possess at least 2 years of supervisory or team leadership experience
• Show proven success in improving retention and customer satisfaction metrics
• Exhibit strong emotional intelligence and de-escalation skills
• Communicate exceptionally well, both written and verbal
• Demonstrate strong organizational and time-management abilities
• Use CRM systems and digital communication tools effectively
• Apply a data-driven approach to decision-making
• Remain composed, structured, and effective under pressure
• Exhibit a warm, professional, assertive, and disciplined approach
• Show passion for literacy, child development, and measurable impact

What We Offer

• A purpose-driven and collaborative work environment
• Opportunities for leadership growth and professional development
• The chance to make a measurable impact in education and literacy
• A culture that values excellence, innovation, and people

APPLY FOR THIS JOB

Submit your CV to be considered for this opportunity. Only shortlisted candidates will be contacted.