Renewals Manager

The Renewals Manager is responsible for leading and developing the Renewals team while overseeing the successful execution of customer contract renewals across the assigned territory and customer base.

This role combines people leadership, operational excellence, and customer engagement to ensure timely, full-value renewals and high customer retention rates. The Renewals Manager is responsible for supporting team performance, maintaining forecast accuracy, contributing to customer satisfaction, and identifying opportunities to improve renewal processes and methodologies.

Working closely with Sales, Customer Success, Operations, Finance, and senior leadership, the Renewals Manager ensures that renewal strategies align with broader business objectives while providing coaching, guidance, and support to the Renewals team.

Requirements

• Minimum 7 years of experience in renewals, customer success, account management, sales operations, customer support, or other customer-facing commercial environments.
• Previous experience leading, mentoring, and developing teams.
• Experience working with Salesforce CRM.
• Experience within the telecommunications industry is considered an advantage.
• Experience supporting team performance and achieving business objectives through effective leadership, coaching, and collaboration.
• Strong organizational and planning skills with the ability to manage multiple priorities and deadlines.
• Experience establishing clear expectations, supporting team performance, and contributing to operational effectiveness.
• Experience managing forecasts, KPIs, and business reporting.

Interpersonal Skills

• Excellent written and verbal communication skills.
• Experience supporting, coaching, and developing team members with diverse backgrounds and working styles.
• Strong listening ability and customer-focused mindset.
• Ability to build strong working relationships across functions and teams.
• Professional approach with strong analytical, problem-solving, and decision-making skills.
• Ability to build productive working relationships and collaborate effectively with stakeholders across the organization.
• Ability to foster collaboration, support continuous improvement, and create an inclusive team environment.
• Ability to work within a structured environment while contributing to the evolution and improvement of processes.

Responsibilities

Team leadership

• Support, develop, and guide the Renewals team to achieve individual and team objectives.
• Provide ongoing feedback, coaching, and professional development support.
• Establish clear objectives, expectations, and performance measures for team members.
• Conduct regular one-to-one meetings, development discussions, and performance reviews.
• Promote a customer-focused, collaborative, and inclusive working environment that supports continuous improvement.
• Support recruitment, onboarding, and talent development activities within the team.

Renewal Management

• Oversee the end-to-end renewal process to help ensure contracts renew on time and at full value.
• Support the team in managing complex, strategic, or high-value customer renewals.
• Act as an escalation point for renewal-related questions, customer concerns, and commercial discussions.
• Ensure established renewal methodologies and operational procedures are consistently applied.
• Monitor renewal pipelines and identify risks, opportunities, and areas requiring additional support.

Stakeholder Management

• Partner closely with Sales, Account Executives, Customer Success, Finance, and Operations teams to support successful renewal outcomes.
• Build and maintain effective working relationships with internal and external stakeholders.
• Align renewal strategies with broader customer retention and revenue objectives.
• Support cross-functional initiatives aimed at improving customer experience and retention.

Forecasting and Reporting

• Maintain responsibility for renewal forecasting accuracy and reporting.
• Monitor team performance against agreed business metrics, including:
  • Renewal rate
  • Gross retention rate
  • Revenue retention
  • Forecast accuracy
  • Renewal cycle times
• Provide regular updates and performance insights to leadership teams.
• Identify trends, risks, and opportunities within the renewal portfolio.

Process Improvement

• Support continuous improvement initiatives across renewal processes, workflows, and tools.
• Identify opportunities to improve operational efficiency and customer experience.
• Support process documentation, knowledge sharing, and training initiatives.
• Contribute to broader customer lifecycle and retention programmes.