Renewal Manager

• SME Renewal revenue including
• Retention and win-back cases
• Cross sell of visa and value-added services through bundled renewal offers and promotions

Team Management:

Responsibility for the management of employees in the team:

• Manage the front office and back office renewal team
• Manage and direct day-to-day activities of direct reports to ensure timely delivery of activities.
• Provide ongoing career development, support and coaching for direct reports in executing inbound and outbound renewal contact.
• Provide feedback to team, and identify need-based training requirements for direct reports.

Strategy and Planning

• Define renewal strategies and associated renewal playbooks
• Analyze client renewal behaviours, renewal campaigns and adopt segment driven renewal journeys
• Define renewal bundles and promos targeted at customer segments.
• Establish renewal call targets required to achieve the revenue targets of the organization.
• Define and implement effective omni-channel communication strategies to drive renewal, build customer loyalty, and increase customer satisfaction.
• Work with other departments to understand market conditions and benchmarks and define renewal