Vertical Lead

Role Purpose

The Vertical Lead – Digital Renewal will be responsible for driving the organization's digital renewal business by maximizing policy renewals, improving customer retention, enhancing digital customer journeys, and increasing renewal revenue through data-driven interventions and digital engagement strategies. The role will lead the end-to-end renewal ecosystem, ensuring seamless customer experiences across digital channels while delivering business growth and operational efficiency.

Key Responsibilities

Business Growth & Renewal Management

• Own and drive the digital renewal business strategy to achieve renewal revenue and retention targets.
• Develop and execute customer retention initiatives to improve policy persistency.
• Drive renewal conversions through digital channels including web, app, WhatsApp, email, SMS, IVR, and partner ecosystems.
• Monitor and optimize renewal funnel performance to maximize conversion rates.

Customer Journey & Experience

• Design and enhance end-to-end digital renewal journeys to improve customer experience.
• Identify customer pain points and implement solutions to reduce drop-offs.
• Drive personalized renewal communication strategies based on customer segmentation and behavior.
• Ensure seamless omni-channel customer engagement and servicing.

Data Analytics & Insights

• Analyze renewal trends, customer behavior, and campaign effectiveness.
• Build dashboards and performance reports to track key business metrics.
• Leverage predictive analytics to identify at-risk customers and improve retention outcomes.
• Drive actionable insights to support business decision-making.

Campaign & Engagement Management

• Plan and execute renewal campaigns across multiple digital platforms.
• Work closely with Marketing and CRM teams to improve customer engagement.
• Ensure continuous optimization of communication strategies through A/B testing and customer analytics.
• Drive cross-sell and upsell opportunities during the renewal cycle.

Stakeholder & Project Management

• Collaborate with Product, Technology, Operations, Marketing, Analytics, and Customer Service teams.
• Lead strategic renewal initiatives and digital transformation projects.
• Manage relationships with external vendors, digital partners, and technology providers.
• Ensure timely delivery of projects aligned with business objectives.

Process Excellence & Automation

• Drive automation and digitization initiatives within the renewal lifecycle.
• Improve operational efficiency through process redesign and technology enablement.
• Ensure adherence to regulatory and compliance requirements.
• Implement best practices to improve customer experience and operational effectiveness.