Sales Lead (Customer Renewals)
Skills
About This Role
Overview
We are looking for a Sales Manager with proven experience in renewals within a B2C environment, such as call centers, customer service, or similar customer-facing operations.
You will own the renewals domain, improving customer retention, optimizing customer engagement, and driving renewal revenue growth through data-driven initiatives and cross-functional collaboration.
The role focuses on defining and leading improvements rather than managing day-to-day operations.
Responsibilities
- Analyse renewal performance, churn, and customer behaviour to identify opportunities for improvement
- Define and evolve the renewal strategy, including customer journeys, communication approach, and engagement tactics
- Design and test communication across channels (calls, WhatsApp, SMS, email) to improve conversion and customer experience
- Partner with call center leadership, analytics, and other stakeholders to implement initiatives and ensure alignment
- Lead experiments and initiatives to improve renewal rates, reduce churn, and increase average premium through upsell and cross-sell
- Define requirements for scripts, workflows, and operational processes related to renewals
- Monitor performance against KPIs (renewal rate, retention, revenue, contact success) and drive continuous improvement
- Provide insights and recommendations to leadership on renewals performance and opportunities
Requirements
- 5+ years of experience in customer lifecycle, retention, CRM, or commercial roles, with exposure to both strategy and operations
- Experience working with customer-facing teams (e.g. contact center, sales, support) and strong understanding of operational realities
- Proven ability to launch and drive initiatives or experiments aimed at improving customer engagement, retention, or revenue
- Strong analytical skills with ability to interpret performance data and translate insights into actions
- Commercial mindset with focus on customer value, retention, and growth
- Ability to work cross-functionally and influence stakeholders across operations, analytics, and leadership
- Strong communication and problem-solving skills
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