Customer Retention Manager

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.