- SME Renewal revenue including
- Retention and win-back cases
- Cross sell of visa and value-added services through bundled renewal offers and promotions
Team Management:
Responsibility for the management of employees in the team:
- Manage the front office and back office renewal team
- Manage and direct day-to-day activities of direct reports to ensure timely delivery of activities.
- Provide ongoing career development, support and coaching for direct reports in executing inbound and outbound renewal contact.
- Provide feedback to team, and identify need-based training requirements for direct reports.
Strategy and Planning
- Define renewal strategies and associated renewal playbooks
- Analyze client renewal behaviours, renewal campaigns and adopt segment driven renewal journeys
- Define renewal bundles and promos targeted at customer segments.
- Establish renewal call targets required to achieve the revenue targets of the organization.
- Define and implement effective omni-channel communication strategies to drive renewal, build customer loyalty, and increase customer satisfaction.
- Work with other departments to understand market conditions and benchmarks and define renewal