Delivery of Financial Target:
Responsibility for delivering the following team targets:
SME Renewal revenue including
Retention and win-back cases
Cross sell of visa and value-added services through bundled renewal offers and promotions
Responsibility for the management of employees in the team:
Manage the front office and back office renewal team
Manage and direct day-to-day activities of direct reports to ensure timely delivery of activities.
Provide ongoing career development, support and coaching for direct reports in executing inbound and outbound renewal contact.
Provide feedback to team, and identify need-based training requirements for direct reports.
Strategy and Planning
Define renewal strategies and associated renewal playbooks
Analyze client renewal behaviours, renewal campaigns and adopt segment driven renewal journeys
Define renewal bundles and promos targeted at customer segments.
Establish renewal call targets required to achieve the revenue targets of the organization.
Define and implement effective omni-channel communication strategies to drive renewal, build customer loyalty, and increase customer satisfaction.
Work with other departments to understand market conditions and benchmarks and define renewal
Manage day-to-day back office and front office operations for SME renewals to maximise team performance, quality and achieve the set targets and departmental objectives.
Lead and coach team in their day to day tasks and shape the approaches to execute renewals successfully.
Educate teams on our services, products, policies and procedures.
Set and manage the delegation of authority and approval for discounts and waivers for different customer segments / retention risk scenarios.
Handle escalations and resolve customer complaints and concerns by investigating problems and where required, engaging directly with the customer.
Analyse campaign outcomes, draw insights and present results clearly to facilitate sound decision making.
Prepare reports and analyse resource planning to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Work with other departments to identify cross-selling opportunities to execute as a part of the renewal journey and set and manage associated targets
Manage renewal journeys in Salesforce Marketing Cloud to maximise retention and identify renewal journey or data quality improvements.
Manage the month-end and year-end close numbers for renewals
Work closely with Monitoring customer feedback and satisfaction levels, and conducting research on current market trends to identify potential opportunities for growth.
Proactively review and improve renewal journeys across self-service and assisted channels, leveraging analytics to drive conversion and personalisation of offers
Work with product and pricing team to conduct regular research and market visits to monitor competitors’ activities in order to continuously drive loyalty of growing portfolio of customers
Identify data gaps and improvement opportunities to support renewals and understanding of the client
Ensuring optimal technology and workplace solutions to improve employee productivity, quality, and service to the customer.
Drive a data driven approach to renewals by adopting advanced analytics and customer insights.
Renewal Planning and Management:
Forecast and track the renewal performance on regular basis, continuously evolving the renewal strategy and plan to maximise results.
Create and manage the renewal campaign calendar
Provide ongoing management and operational reporting on the performance of the renewal as well as operational performance of team (e.g. SLA, Quality)
Monitor and report on the effectiveness of renewal journeys and customer data quality
Bachelor degree in sales/ marketing and business.
Over 6 years of experience in a similar role demonstrating track record of success in senior/leadership sales roles..
Fluent in English (Multilingual is beneficial).
Experience of planning and managing campaigns to drive renewal
Knowledge of marketing automation and customer relationship management platforms
Experience in retention strategies to achieved revenue and retention targets
Strong analysis and analytical ability
Customer negotiation skills.
Experience of managing customer contact teams
Responds well in fast-paced, high-pressure environment.
Mackenzie Jones Middle East has decades of recruitment expertise in various industry sectors. Along with a deep understanding of key market sectors and regions, we never forget to treat clients, companies and candidates as individuals who have unique needs.
So we always listen, constantly learn, occasionally challenge and frequently advise. Its all part of a service renowned for its courtesy, consideration and dedication. Based in Dubai since 2006, our office covers the GCC and Levant countries and with the right regional expertise, we are the leading specialists.
Were growing rapidly because people appreciate our honesty, commitment and results.