Customer Retention Manager

Job Description

Job Summary: We are seeking an experienced Customer Retention Manager to lead the renewal sales team for inbound & outbound customer engagement. The role focuses on policy renewals, customer retention, and revenue growth by ensuring timely follow-ups, addressing customer concerns, and optimizing conversion rates. Key Responsibilities: Drive renewal sales strategy for general insurance products through inbound and outbound calls. Achieve renewal targets by ensuring proactive follow-ups with policyholders before policy expiration. Identify at-risk customers and implement engagement strategies to enhance retention. Lead, train, and motivate a team of renewal sales executives. Monitor call quality, conversion rates, and renewal success rates to ensure high performance. Implement upselling & cross-selling strategies to maximize revenue from existing customers. Ensure excellent customer service by addressing queries, concerns, and objections professionally. Maintain a customer-first approach to enhance satisfaction and build long-term relationships. Collaborate with the customer support team to resolve escalations effectively. Develop and implement efficient call scripts and engagement strategies for maximum effectiveness. Ensure strict adherence to IRDA regulations and company policies regarding customer interactions. Maintain accurate records of customer interactions and renewal transactions. Track daily, weekly, and monthly renewal performance and present reports to management. Analyze data to identify trends, gaps, and opportunities for improving retention rates. Provide insights for product improvements based on customer feedback. Key Requirements: Qualification: Graduation (Full time or Part time). 0-2 years of experience in general insurance sales/renewals. Working days: 5 Days a week. Week Offs: 2 Days in a week rotational. Process: Voice Only. Good communication in English & Hindi Understanding about call centre. Strong knowledge of insurance products, renewals, and regulatory guidelines. Experience handling inbound and outbound calls in an insurance sales environment. Ability to handle customer objections and convert leads into sales.