Renewals Team Leader

Job description

About us We are the employer! A leading restaurant management ecosystem and payment technology provider. Founded in 2014, it is headquartered and has offices in 5 countries, including the United Arab Emirates, Egypt, Jordan, and Kuwait. We currently serve customers and partners in over 35 different countries around the world. Our innovative products have processed over 6 billion applications (yes, 1 billion with Class B) to date! This makes the employer one of the fastest growing SaaS companies ever in the MENA region. the employer also achieved three rounds of funding, with the last round raising $170 million in the largest SaaS funding round in the MENA region, enhancing its innovative capabilities to provide better service to business owners. Job Brief You will be leading a team of refurbishment specialists on site and managing the day to day work of the team. You will work closely with the Renovations Manager. You will be the main point of contact for the team on site. You are responsible for ensuring the team achieves retention, churn and ARR goals. What you will do Team Leadership and Daily Operations • Lead, train and support a team of Renovation Specialists on site every day. • Daily and weekly work plan: portfolio coverage, communication plans, follow-ups. • Run daily and monthly 1:1 stand-ups with team members. • Ensure that the team follows renewal processes, rules of the game, and quality standards. • Handling team attendance, school attendance, and coverage during vacations or absences. • Performance and goals • Own team goals for renewal rate, churn, and ARR retention. • Follow up on the performance of each specialist and provide clear and regular feedback. • Detect low performance early and build improvement plans with the manager. • Review call quality, CRM updates, and complete health checks (minimum 4 per customer per year). • Escalation and Risk • Act as first point of escalation for vulnerable customers, complaints and difficult renewal cases. • Join or lead calls with high risk or high value clients when needed. • Work with other teams to remove obstacles for the team. • Make daily decisions within agreed limits, and escalate larger decisions to the manager. • Reporting and Communications • Prepare weekly and monthly reports on team results, risks and causes of disruption. • Keep manager updated on team status, issues and wins through regular syncs. • Share customer feedback and extract insights with internal teams. • Process and Growth • Propose and assist in implementing improvements to renewal processes and tools. • Assist with onboarding and training of new team members. • Assistance with recruitment, including interviews and assessments. What we're looking for • Proven track record of meeting retention, churn or ARR targets. • Good with data: comfortably read dashboards, track KPIs, and create simple reports. Who Will Excel • Experience once managing a team with a remote or part-time on-site manager. • Calm under pressure and ability to deal with difficult customer conversations. What we offer you We believe that you will love working at the employer! • We have an inclusive and diverse culture that encourages innovation and flexibility. • We offer competitive compensation packages Very attractive, including bonuses and the possibility of stocks. • We prioritize personal development and offer regular training and an annual educational grant to take on new challenges and grow your career in a high-growth environment. • We provide autonomy, direction and challenging goals that create amazing opportunities for you and the company

Requirements

• Proven track record of meeting retention, churn or ARR targets.
• Good with data: comfortably read dashboards, track KPIs, and create simple reports.

Skills