Head of Department

• Own market research delivery end to end for client projects, from scoping through to a finished, decision-ready output
• Personally design, field, analyse, and report on research projects using full-cycle quantitative and qualitative methods
• Establish and maintain departmental processes, templates, and documentation
• Bring AI tools into research workflows and build basic dashboards or internal tools
• Mentor and guide research staff as the team grows
• Maintain research files, reference materials, and quality standards across client output
• Handle ad hoc and time-sensitive research requests with strong accuracy and turnaround
• Contribute to the ongoing direction and standards of the Department

Head of Market Research

• Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience
• Negotiate alternatives to refunds, including account credits, payment plans, partial refunds, course transfers, and other retention solutions
• Recover overdue installment payments by proactively engaging customers and resolving billing-related issues
• Partner closely with the Billing team to reduce payment defaults, chargebacks, and outstanding balances
• Analyze the root causes behind refund requests and payment failures, providing actionable insights to Sales, Product, and Operations teams
• Develop and continuously improve retention strategies, workflows, communication scripts, and internal processes
• Track and report key retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention
• Handle escalated customer cases, making thoughtful, data-driven decisions that balance customer satisfaction with business objectives
• Coach and support the retention team by sharing best practices, reviewing customer interactions, and maintaining high communication standards
• Collaborate cross-functionally with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experience
• Identify opportunities to automate retention processes and improve operational efficiency
• Take ownership of retention KPIs while testing and implementing initiatives that improve revenue recovery and reduce financial losses

Head of Department jobs in South Africa

Head of Market Research

Head of Retention