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Digital Renewals Operations Manager
2 months ago
About Bionic Services Ltd
Bionic Services Ltd is the UK's leading business comparison and switching service, dedicated to simplifying business operations for small enterprises. We achieve this by seamlessly integrating world-class customer support with cutting-edge technology and data analysis. Our tech-enabled experts meticulously match business owners with the most competitive deals on essential business needs such as energy, connectivity, insurance, and finance.
We also collaborate with prominent price comparison websites, including Compare the Market, MoneySuperMarket, Uswitch for Business, and others, who rely on us to provide their business energy switching services.
About the Role
We are currently seeking a highly motivated Digital Renewals Operations Manager to oversee our Digital Renewals team during maternity leave. Reporting directly to the Head of Energy Renewals, you will play a pivotal role in managing the monthly renewal cycle for 7,000 customers.
As the Digital Renewals Operations Manager, your primary responsibility is to coordinate the entire renewal process and contribute significantly to the success of the Renewals business squad. Your mission is to identify areas for improvement in both customer satisfaction and operational efficiency. You will lead the operational execution of Digital Renewals, producing project updates, presentations, and comprehensive tracking reports for the team and various stakeholders.
Effective communication with diverse teams across the organization is essential, as this role operates within a collaborative squad framework.
Responsibilities
- Oversee the end-to-end renewal process for Digital Renewals.
- Identify and implement strategies to enhance customer satisfaction, operational efficiency, and commercial outcomes.
- Collaborate with and coordinate cross-functional teams, including sales, commercial, compliance, marketing, product development, and technology.
- Lead projects to refine our Digital Renewals proposition and ensure its continued market leadership.
- Conduct performance analysis by reporting on key metrics such as conversion rates, dropout rates, and in-depth analyses of renewal performance.
- Measure success against established KPIs and hold individuals accountable for quality and task completion to ensure each monthly renewal cycle is executed both on time and within budget.
- Ensure compliance with contractual agreements and service level agreements.
- Provide guidance and support to the Commercial Support Executive in managing operational aspects of Digital Renewals.
Requirements
- Proven experience in a role such as operations management, project management, or a related field within a business environment.
- A strong understanding of customer relationship management principles and best practices.
- Excellent communication, interpersonal, and presentation skills.
- Strong analytical and problem-solving abilities.
- Proficiency in Microsoft Office Suite and other relevant software applications.
