Renewal Lead

Job Title : Renewal Manager

Department : Sales / Customer Retention

Location : Surat

Reports To : Sales Head / Regional Manager

Sal : 5-5.5Lacs

Job Purpose :

The Renewal Manager is responsible for managing the broadband renewal process, ensuring timely renewals, maximizing customer retention, reducing churn, and achieving renewal revenue targets. The role involves leading a renewal team, monitoring performance, and maintaining strong customer relationships to enhance overall satisfaction and loyalty.

Key Responsibilities :

• Lead and manage the Renewal Team (Executives / Telecallers) to achieve monthly renewal targets.
• Develop and execute strategies to improve customer retention and reduce disconnections .
• Monitor daily, weekly, and monthly renewal reports and track team performance.
• Identify and address customer concerns promptly to improve service satisfaction .
• Coordinate with the Technical and Customer Support teams to ensure timely service restoration and issue resolution for renewal customers.
• Maintain accurate records of customer renewals, pending renewals, and follow-up actions .
• Analyze customer feedback, payment patterns, and reasons for non-renewal to plan corrective actions.
• Drive cross-selling and up-selling of higher broadband plans or add-on services.
• Prepare and share renewal performance reports with management on a regular basis.
• Train and mentor team members to enhance their communication and negotiation skills.

Key Performance Indicators (KPIs) :

Required Skills & Competencies :

Qualification & Experience :