Role & responsibilities

Functional /Business Responsibilities

- The role involves driving customer retention through data driven insights, structured performance

management, and effective stakeholder communication.

- The role requires strong analytical capability, advanced Excel skills, and the ability to influence, enable,

and engage the sales force to improve renewal performance.

- Analyze retention performance across segments, cohorts, channels, and agents to identify trends, gaps, and

growth opportunities.

- Build and maintain daily/weekly/monthly dashboards using advanced Excel (pivot tables, lookups, slicers,

conditional formatting, MIS automation).

- Generate insights for leadership and ground teams with explicit action recommendations.

- Ensure accuracy, sanity checks, and standardization of all data reports shared across teams.

- Track key KPIs such as MTD retention %, T%, T+NOP%, NCB/value cohorts, OEM performance and

highlight risk areas proactively.

- Drive retention improvement plans in collaboration within team and internal sales teams.

- Ensure adherence to defined processes for renewal calling, customer communication, and data updation.





- Coordinate with Data Team and IT for dashboard enhancements, system access issues, and process

automation requirements.

- Support field teams with insights, interventions, and structured follow-ups to improve performance.

- Conduct training on retention processes, system usage, dashboards, and analytical tools.

- Create clear communication (emails, updates, trackers, SOPs) for leadership and field teams.

- Assess team skill gaps and drive capability improvement through structured learning modules.

- Maintain high-quality stakeholder communication crisp, professional, and insight-led.

Preferred candidate profile

- Strong analytical mindset with ability to derive insights from large datasets.

- Advanced Excel proficiency: Pivot tables, V/HLOOKUP, XLOOKUP, dashboards, MIS automation.

- Comfort with data interpretation, trend identification, and prioritization logic.

- Excellent verbal and written communication skills in English and Hindi.

- Ability to present insights and action points clearly to leadership and field teams.

- Robust stakeholder management across internal teams

📌 Unit Sales Manager-Retention (Mumbai)
🏢 ICICI Lombard
📍 Mumbai