Customer Excellence & Retention (CER) Associate – Perbi Cubs

Customer Service & Call Center, Sales & Business Development
Accra
March 25, 2026
Full Time
Urgent
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Job Description

Work Location: Perbi Cubs Office, West Legon, Accra
Expected Start Date: Immediate
Job Status: Permanent
Closing Date: 2nd April, 2026

ABOUT US

Perbi Cubs is on a mission to create a culture of reading across Africa, leading to a continent of successful families. We design and deliver engaging literacy programs and digital reading experiences for children, working closely with schools, communities, parents, and partners.

We value people and are committed to integrity and excellence. We thrive on innovation and creativity, and we foster a flexible, collaborative, and purpose-driven working environment where learning and impact are central to everything we do.

YOUR ROLE

The Customer Excellence & Retention (CER) Associate is responsible for leading stakeholder engagement, experience management, and retention strategy across the Perbi Cubs ecosystem.

This role supervises CER Officers and ensures that all customer-facing interactions meet the organization’s high standards of professionalism, responsiveness, warmth, and measurable retention outcomes.

Success in this role is measured by sustained Net Promoter Score (NPS) ≥ 90%, renewal rates ≥ 90%, strong referral growth, and disciplined execution of structured stakeholder engagement processes.

This role operates within a rotating shift structure. The Associate oversees schedule discipline and ensures service benchmarks are maintained across all shifts.

RESPONSIBILITIES

1. Lead Stakeholder Experience Strategy (25%)

  • Design and oversee structured onboarding journeys for all stakeholders.
  • Establish engagement cadence standards (check-ins, milestone celebrations, renewal preparation).
  • Ensure proactive intervention when engagement drops.
  • Handle high-level escalations and sensitive stakeholder issues.
  • Conduct periodic stakeholder satisfaction reviews.

Result: Net Promoter Score ≥ 90%.

2. Own Retention & Renewal Performance (25%)

  • Own the renewal pipeline and retention forecasting.
  • Review at-risk accounts weekly and assign recovery plans to Officers.
  • Conduct churn analysis and implement preventive strategies.
  • Ensure renewal conversations begin at least 30 days before contract expiry.
  • Drive accountability toward renewal targets.

Result: ≥ 90% renewal rate across cohorts.

3. Supervise & Develop CER Officers (15%)

  • Supervise CER Officers across rotating shifts.
  • Conduct weekly performance reviews using dashboard metrics.
  • Enforce communication tone and responsiveness standards.
  • Coach Officers on de-escalation and stakeholder recovery strategies.
  • Address performance gaps promptly and professionally.

Result: Consistent service delivery standards across all shifts.

4. Convert Satisfaction into Advocacy (15%)

  • Implement structured referral requests from promoters.
  • Capture testimonials and positive stakeholder stories.
  • Collaborate with Marketing to amplify advocacy.
  • Track referral conversion metrics.

Result: Growing referral pipeline and organic growth contribution.

5. Ensure World-Class Responsiveness (10%)

  • Monitor response time benchmarks across all Officers.
  • Ensure complaints are resolved within service standards.
  • Maintain 100% CRM documentation discipline.
  • Ensure no unresolved escalations exceed 24 hours.

Result: High post-resolution satisfaction and minimal repeat complaints.

6. Use Data to Strengthen Retention (10%)

  • Review NPS, engagement, and churn data weekly.
  • Partner with Business Excellence & Systems Associate to identify risk patterns.
  • Implement data-informed engagement adjustments.
  • Submit structured weekly and monthly retention performance summaries.

Result: Continuous measurable improvement in engagement and renewal.

7. Living the Brand – 7 Ps (100%)

  • Uphold and model the company’s 7 P values: People, Integrity, Excellence, Flexibility & Fun, Innovation & Creativity, Success, Grace & Glory.
  • Demonstrate maturity, professionalism, and accountability in all stakeholder interactions.
  • Commit to ongoing personal development and leadership growth.

QUALIFICATIONS AND COMPETENCIES

  • Bachelor’s degree in Communications, Marketing, Education, Business Administration, or related field.
  • 5–8 years’ experience in customer excellence, account management, retention strategy, hospitality leadership, or client success roles.
  • Minimum 2 years supervisory or team leadership experience.
  • Demonstrated experience improving retention metrics.
  • Strong emotional intelligence and de-escalation capability.
  • Exceptional written and verbal communication skills.
  • Strong organizational and time-management skills.
  • Proficiency with CRM systems and digital communication platforms.
  • Data-informed decision-making mindset.
  • Ability to remain calm and structured under pressure.
  • Warm, professional, assertive, and disciplined.
  • Passion for literacy, child development, and measurable impact.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

Success is measurable and outcome-driven. A high-performing CER Associate will demonstrate:

  • Renewal rates consistently ≥ 90%.
  • Sustained Net Promoter Score ≥ 90%.
  • Early identification and recovery of at-risk accounts.
  • Clear and consistent communication standards across the CER team.
  • Minimal unresolved escalations.
  • Visible referral growth linked to stakeholder satisfaction.
  • Strong Officer performance and accountability.
  • Clean CRM and documentation discipline.
  • High internal collaboration ratings from other departments.

Ultimately, success means stakeholders trust the program, observe tangible reading progress, and confidently choose to renew and recommend Perbi Cubs.

Apply here: https://lnkd.in/dG3JsXmB
Deadline : 2nd April 2026

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