Unifi is a fast-growing finance and technology company operating in Zambia, South Africa, Uganda, Kenya and Tanzania. Unifi delivers personal lending products through online, mobile phone, and branch channels. The company is well supported by strong shareholders and a board of directors with vast experience in entrepreneurship and lending.

The SA business operates exclusively online and handles high volumes of loan applications and collections operations through a contact centre and supporting services operation in Tyger Valley, Bellville. The team works closely with a centralised group services office providing credit, data, systems and IT, HR, and finance shared services from Stellenbosch to client-facing operations in-country.

The Client Retention Analyst is responsible for protecting and growing the value of Unifi’s existing customer base by translating behavioural data into actionable retention strategies. The role involves the identification of customer churn risk, reactivation opportunities, and repeat lending drivers, ensuring that customer lifecycle decisions are guided by insight rather than assumption. The Analyst will combine commercial awareness with behavioural analysis to influence product design, campaign strategy, operational processes, and pricing decisions.

Responsibilities:

• Analyse customer lifecycle data to identify retention risks and opportunities
• Monitor reactivation, repeat lending, churn and dormancy trends
• Segment customers by both risk and intent
• Identify behavioural signals that predict churn or re-engagement
• Design and evaluate retention initiatives and pilot campaigns
• Measure the financial impact of retention strategies
• Track cohort performance and lifetime value trends
• Identify friction points in customer journey
• Partner with Operations, Marketing and Credit to improve retention outcomes
• Build dashboards and reporting that provide clear, actionable insights
• Test and optimise offers (pricing, timing, messaging)
• Provide recommendations to reduce customer attrition and increase repeat usage
• Manage campaigns independently and using data to drive retention decisions

Requirements:

• Grade 12 essential
• Diploma or degree in related field advantageous
• Minimum 3 - 5 years’ analytical experience
• Experience in microfinance, banking, lending or financial services advantageous
• Analytical and data driven
• Curious about behaviour
• Commercially aware
• Practical and solution focused
• Ownership-driven
• Low ego, high accountability