Renewals Associate (Residential)

SUMMARY:
The Renewals Associate ensures a seamless experience for members at the point of renewal, balancing retention goals with a strong service-first approach.

POSITION INFO:

Renewals Associate (Residential)

Help shape community living by ensuring members feel supported, valued, and excited to stay on.
Remote (Anywhere in South Africa), R30,000 – R35,000 per month, UK hours (9am–6pm)

About Our Client
Our client is a fast-growing, community-focused residential provider dedicated to creating inspiring spaces for modern living. Their mission is to build thriving communities where people feel at home, supported, and connected. With a growing footprint and a commitment to exceptional service, they are seeking a dedicated Renewals Associate to play a key role in retaining members and driving long-term satisfaction.

The Role: Renewals Associate (Residential)
The Renewals Associate ensures a seamless experience for members at the point of renewal, balancing retention goals with a strong service-first approach. Working closely with the Head of Curation, this role manages renewal administration, fosters relationships with existing members, and develops strategies to improve renewal rates and overall satisfaction.

Key Responsibilities

• Manage renewals administration, contracts, reference checks, and room allocations, targeting at least a 50% renewal rate.

• Proactively contact members ahead of renewal dates, addressing concerns and presenting tailored membership options.

• Suggest and develop renewal incentives such as loyalty perks, offers, and benefits to boost retention.

• Use CRM and PMS systems to track renewal timelines, member preferences, and contract statuses accurately.

• Gather member feedback and share insights to enhance community experience and engagement.

• Support scheduling and organisation of curation calls and renewal discussions.

• Ensure renewal-related queries are tracked and responded to promptly and accurately.

• Collaborate with the Front of House team to manage room allocations and smooth transitions for members.

About You

• 2+ years of experience in customer service, renewals, or membership administration.

• Proven ability to manage multiple tasks in a fast-paced environment.

• Excellent communication skills (verbal and written), with a member-first approach.

• Strong attention to detail, data entry, and record-keeping skills.

• Previous experience with CRM and PMS systems; knowledge of Go High Level CRM and Res Harmonics PMS is advantageous.

• Flexible to support occasional weekend or evening work during events and tours.

• Proactive, relationship-driven, and motivated to contribute to retention and revenue growth.