Renewals Manager

Company not disclosed

Dubai, United Arab Emirates
Salary not specified
Posted
Full-time
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Job Description

Job Role: The Renewals Manager acts in the role of a people manager, with a solid understanding of the processes and platforms used daily by the team. This knowledge will be utilized to optimize the performance of the department and other team members, enabling them to develop their skillset. This role entails handling escalations and solving issues of both technical and customer service nature. The Renewals manager collaborates with other departments for processes to run smoothly, thus ensuring clients’ satisfaction. The renewals manager drives customer retention and manages a team to achieve key performance metrics. This role involves direct interaction with clients, management, and developing strategies to ensure the smooth and efficient renewal of licenses, playing a key role in fostering relationships with partners. Key Responsibilities: - Lead, coach, and develop a high-performing renewals team to achieve KPIs, service standards, and operational excellence. - Drive renewal governance by ensuring compliance with policies, regulatory requirements, and SLAs while proactively identifying and mitigating risks. - Design and implement customer retention strategies through segmentation, personalized engagement, and targeted renewal campaigns. - Champion process improvements, automation initiatives, and CRM enhancements to increase efficiency and customer satisfaction. - Monitor, analyze, and report on renewal performance, conversion rates, churn trends, and service levels to drive informed decision-making. - Resolve complex customer and operational escalations, ensuring timely and effective solutions for high-value and priority cases. - Collaborate with internal teams to optimize renewal processes and align business objectives. - Develop and execute renewal strategies, forecasts, budgets, and workforce plans to support growth, retention, and customer experience goals. - Establish and enhance SOPs, SLAs, and business continuity measures to ensure consistent service delivery and operational resilience. - Leverage data insights to identify opportunities for increased renewal conversion, reduced churn, and continuous process improvement - Collaborate with senior management to set renewal targets, strategies, and goals in line with company objectives. - Stay informed of any changes in policies or industry trends that may affect renewals processes Qualification, Skills & Experience required: - 7-10 years of experience in sales, account management, or contract management. - Fluency in English is mandatory; additional languages are a plus; strong communication skills to manage diverse client relationships effectively. - Proven leadership experience managing customer-facing teams - Strong client relationship management and stakeholder engagement skills - Experience with CRM platforms and process optimization - Excellent communication, negotiation, and problem-solving abilities - Knowledge of licensing, amendments, cancellations, and immigration processes is desirable but not mandatory.

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