Unit Sales Manager-Retention

ICICI Lombard; Mumbai City; On-site; INR 900,000 - 1,500,000; Full time

Job summary

ICICI Lombard in Mumbai invites a data-driven analyst to lead retention insights, build dashboards in Excel, and influence renewal performance across teams. You will collaborate with data and IT to enhance reporting, train field teams, and deliver actionable recommendations that boost customer retention.

You will maintain high data accuracy, monitor KPIs, and present clear insights to leadership and ground teams, enabling informed decision-making and targeted interventions.

Qualifications

• Drive customer retention through data-driven insights and stakeholder communication.
• Analyze retention performance across segments, cohorts, channels, and agents.
• Build dashboards using advanced Excel and MIS automation.
• Coordinate with Data Team and IT for dashboard enhancements.
• Conduct training on retention processes and dashboards.

Responsibilities

• Drive retention insights and actions across the business.
• Develop and maintain dashboards with PivotTables, lookups, and slicers.
• Ensure data accuracy and consistency in all reports.
• Track KPIs such as MTD retention, trends, and renewal performance.
• Support field teams with insights and follow-ups.

Skills

Advanced Excel

Data-driven insights

Stakeholder management

Dashboards

Presentation skills

Tools

Excel

Job description

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 clear 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.
• Strong stakeholder management across internal teams