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) :

Renewal Rate (%)

Customer Retention Rate

Revenue Achievement vs. Target

Reduction in Customer Churn

Timely Closure of Customer Issues

Required Skills & Competencies :

Strong leadership and team management skills

Excellent communication and negotiation ability

Customer-centric approach and problem-solving mindset

Data analysis and reporting skills (MS Excel, CRM tools)

Ability to handle pressure and meet deadlines

Qualification & Experience :

Education : Graduate in any discipline (MBA preferred)

Experience : 3–6 years in Customer Retention / Renewal / Sales in Telecom or ISP industry

Technical Knowledge : Understanding of broadband plans, renewal processes, and CRM systems