Head - Renewal & Retention - Telesales Division - Call Center

The Head of Renewal & Retention will be responsible for developing and executing strategies to maximize customer retention and renewal rates within our telesales division. This role involves overseeing the renewal process, leading a team of telesales professionals, and implementing best practices to enhance customer loyalty and drive revenue growth. The ideal candidate will have a strong background in telesales, excellent leadership skills, and a proven track record in customer retention and renewal management.

Key Responsibilities:

Strategic Leadership:

- Develop and implement comprehensive renewal and retention strategies aligned with company goals.

- Analyze market trends, customer feedback, and performance metrics to identify opportunities for improvement.

Team Management:

- Lead, mentor, and motivate a team of telesales professionals to achieve renewal and retention targets.

- Provide ongoing training and development to enhance team performance and customer engagement.

Process Optimization:

- Oversee the end-to-end renewal process, ensuring efficiency and effectiveness in customer interactions.

- Implement and refine processes to improve renewal rates and streamline operations.

Customer Engagement:

- Develop and execute customer retention programs and initiatives to strengthen relationships and increase loyalty.

- Address and resolve escalated customer issues to ensure high levels of satisfaction and retention.

Performance Analysis:

- Monitor and analyze key performance indicators (KPIs) related to renewal and retention efforts.

- Prepare and present reports to senior management on team performance, renewal rates, and retention strategies.

Collaboration:

- Work closely with other departments, including marketing, sales, and customer service, to align strategies and enhance customer experience.

- Collaborate with the data analytics team to leverage insights for targeted retention efforts.

Qualifications:

- Proven experience (10+ years) in a telesales or call center environment with a focus on renewal and retention.

- Demonstrated success in leading and managing teams to achieve performance targets.

- Strong analytical skills with the ability to interpret data and make data-driven decisions.

- Excellent communication and interpersonal skills with a customer-centric approach.

- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.