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

Sales Lead (Customer Renewals)

Anywhere in the world

Remote

Mid-level

QIC Digital Hub