Renewal Operations Manager

CDW LLC.; Peterborough; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Renewals Operations Manager to lead the renewals process, ensuring efficiency and consistency while managing a dedicated team. This role is pivotal in retaining and growing the customer base through strategic oversight of renewals, performance metrics, and stakeholder communications. The ideal candidate will possess strong operational management skills, a knack for data analysis, and a commitment to process improvement. Join a forward-thinking company that values collaboration and innovation, and make a significant impact on customer success and sales growth.

Qualifications

• Strong background in operational management focused on renewals processes.
• Excellent analytical skills to manage and interpret data.
• Proven track record in process improvement and projects.

Responsibilities

• Oversee renewals process and manage notifications, performance, and reporting.
• Conduct performance reviews and manage escalations effectively.
• Drive process improvements and automation initiatives.

Skills

Operational Management

Analytical Skills

CRM Systems

Process Improvement

Stakeholder Management

Team Leadership

Communication Skills

Tools

Automation Tools

Job description

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

*** This is a 12-month maternity cover position ***

Overview:
The Renewals Operations Manager is responsible for overseeing the renewals process, ensuring consistency and efficiency across all renewal functions. This role involves managing notifications, performance, and reporting, as well as leading a team to achieve key objectives and KPIs. This role is focused on retaining and growing our existing customer base through all CDW renewals and reporting back to senior leadership teams on win and loss rates to enable sales growth in the relevant areas. The Renewals Operations Manager is also responsible for managing renewal projects as well as handling stakeholder communications, process improvements, and automation initiatives.

Key Success Measures:
Success in this role will be measured by the ability to consistently achieve and exceed key performance indicators (KPIs) related to renewals processes. This includes maintaining high renewal rates, ensuring timely and accurate notifications, and achieving SLA compliance. The Renewals Operations Manager will also be evaluated on their ability to lead and develop their team, manage escalations effectively, and drive process improvements and automation initiatives. Additionally, success will be gauged by the ability to present win rates and other key metrics to the wider business, enabling informed decision-making and contributing to sales growth. Regular feedback from stakeholders and the ability to adapt to changing business needs will also be critical indicators of success.

Role Responsibilities:

Reporting:
• Generate and provide comprehensive reporting on performance, tracking win/loss rates and identifying key trends
• Create reports and analyse pricing changes across multiple renewal streams
• Utilise internal and external systems to reconcile data
• Build new reports using multiple data sets

People & Performance Management:
• Conduct 1-1s, performance reviews, and ensure objectives, KPIs and SLAs are adhered to
• Manage escalations and performance management
• Identify knowledge gaps and training requirements

Process Improvement:
• Standardise quote generation across renewal functions to enhance the customer experience
• Automate renewal notifications across multiple renewal functions
• Drive growth and auto-renewal initiatives
• Understand end-to-end processes and identify new areas for improvement
• Identify data requirements and address with key stakeholders
• Identify system development needs

Opportunity Management:
• Oversee service contracts and renewal opportunities, including queue management, alignments, and target adjustments
• Handle queries, manual opportunity linking, and view setups
• Manage data sharing, access requests, reporting, dashboard views, and team setup

Project & Stakeholder Management:
• Collaborate with key stakeholders both internally and externally
• Manage workstreams to meet deadlines and milestones
• Track progress and produce reports to feedback to senior leadership
• Maintain process maps and supporting documentation

Stakeholder Communications:
• Prepare and deliver presentations and updates
• Conduct cadence calls and manage RAID logs/actions
• Set and manage expectations
• Ensure compliance with Managed Service criteria and SOX controls

Knowledge, Skills and Experience:

To excel in this role, the Renewals Operations Manager should possess a strong background in operational management, with a focus on renewals processes. They should have excellent analytical skills to manage and interpret data, as well as proficiency in CRM systems and automation tools. Experience in leading teams and managing performance is essential, along with the ability to handle escalations and ensure SLA compliance. Strong communication skills are necessary for effective stakeholder management and reporting. Additionally, the ideal candidate should have a proven track record in process improvement and projects, with the ability to drive growth and implement automation initiatives. The candidate should also be adept at presenting win rates and other key metrics to the wider business to enable informed decision-making and drive sales growth.

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.