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.

📌 Vertical Lead (Pune)
🏢 Bajaj General Insurance
📍 Pune