Executive - Member Retention

Drive membership renewals and achieve assigned monthly, quarterly, and annual retention and revenue targets.

Responsible for recovering churned members and reactivating inactive accounts.

Responsible for maintaining regular communications with the members over the phone/visit to ensure revenue targets are met.

Build and maintain strong relationships with assigned members through regular phone calls, virtual meetings, and field visits where required.

Identify upselling and cross-selling opportunities to maximize customer lifetime value.

Effectively utilize CRM systems to manage customer interactions, track engagement history, monitor renewal pipelines, and maintain accurate customer records.

Serve as the primary point of contact for customers, ensuring timely resolution of issues and maintaining a high level of customer satisfaction.

Maintain KPI dashboards, renewal forecasts, pipeline reports, revenue reports, and account performance summaries.

Ensure compliance with company policies, CRM processes, and service quality standards.

Ensure Monthly/ Quarterly KPIs (acquisition & revenue targets) are met as per the department’s expectations.

Identify recurring customer pain points and collaborate with cross-functional teams to implement sustainable process improvements.