Agent Renewal Manager

JOB PURPOSE The Agent Renewal Manager is responsible for managing the day-to-day execution and performance of Agent-driven renewals, ensuring effective renewal operations, strong Agent engagement and achievement of approved renewal and retention targets. The role oversees the Agent renewal team and manages end-to-end renewal operations for selected key Agents, including white-label delivery arrangements where applicable. It ensures effective implementation of approved renewal engagement plans, campaigns, playbooks and enablement initiatives to strengthen Agent accountability, improve renewal conversion and minimize customer churn. The role monitors Agent renewal performance, identifies operational gaps and risks, coordinates corrective actions and ensures consistent service delivery in accordance with established processes, service standards and governance requirements. CORE RESPONSIBILITIES: Lead and develop the Agent Renewal team to achieve retention, renewal, and service performance targets. Manage Agent relationships and performance, driving engagement, accountability, and customer retention outcomes. Oversee end-to-end renewal operations, ensuring timely execution, service excellence, and achievement of renewal objectives. Monitor and improve renewal KPIs, including renewal rates, conversion, churn, and pipeline performance. Drive Agent enablement through training, campaigns, tools, and continuous performance improvement initiatives. Ensure compliance, CRM accuracy, reporting excellence, and effective collaboration with internal stakeholders to enhance renewal outcomes. QUALIFICATIONS, EXPERIENCE, & SKILLS: Bachelor's degree in business administration, Marketing, Customer Experience, or a related discipline. Relevant professional certification in Customer Experience, Client Relationship Management, or a related discipline is preferred. Minimum 5–7 years of relevant experience in customer lifecycle management, client retention, customer experience, commercial operations, or related service operations, including at least 2 years in a supervisory or team management role. Demonstrated experience managing renewal operations, customer retention activities and service delivery performance. Proven experience managing teams, monitoring operational performance and implementing corrective actions to achieve established targets. Experience managing Agent or channel partner relationships, preferably within a B2B service environment. Experience using CRM systems, performance reporting and customer data to support renewal operations and retention initiatives. Experience coordinating cross-functional activities and implementing process or service improvements. Strong understanding of customer renewal lifecycles, retention principles and Agent engagement practices. Proven people management, coaching and team performance management capabilities. Strong analytical skills with the ability to interpret renewal performance indicators, identify operational gaps and recommend corrective actions. Effective stakeholder management, relationship-building and negotiation skills. Good understanding of CRM systems, digital service channels and operational reporting tools. Strong problem-solving, organizational and decision-making capabilities. Ability to manage competing priorities and maintain service quality in a dynamic operational environment. Excellent written and verbal communication skills in English. Show more Show less