Renewal Lead

Job Title: Renewal Manager

Department:

Location:

Reports To:

Sal

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