Agent Renewal Lead — Retention & Engagement

مناطق رأس الخيمة الاقتصادية (راكز); Ras Al Khaimah; On-site; AED 240,000 - 420,000; Full time

Job summary

مناطق رأس الخيمة الاقتصادية (راكز) is seeking an Agent Renewal Manager to lead day-to-day renewal operations and drive retention for key Agents, including white-label arrangements where applicable.

You will oversee the renewal team, coordinate campaigns, and ensure governance, CRM accuracy, and reporting excellence to minimize churn and improve renewal conversion. English communication is essential for this role.

Qualifications

• Bachelor's degree in business administration, Marketing, Customer Experience, or a related discipline.
• Relevant professional certification in Customer Experience, Client Relationship Management, or a related discipline is preferred.
• Minimum 5-7 years of relevant experience in customer lifecycle management, client retention, customer experience, commercial operations, or related service operations, including at least 2 years in a supervisory or team management role.

Responsibilities

• Lead and develop the Agent Renewal team to achieve retention, renewal, and service performance targets.
• Manage Agent relationships and performance, driving engagement, accountability, and customer retention outcomes.
• Oversee end-to-end renewal operations, ensuring timely execution, service excellence, and achievement of renewal objectives.
• Monitor and improve renewal KPIs, including renewal rates, conversion, churn, and pipeline performance.
• Drive Agent enablement through training, campaigns, tools, and continuous performance improvement initiatives.
• Ensure compliance, CRM accuracy, reporting excellence, and effective collaboration with internal stakeholders to enhance renewal outcomes.

Skills

Customer lifecycle

Renewal management

Team leadership

CRM proficiency

Stakeholder management

Data analytics

English communication

Education

Bachelor's degree in business administration

Customer Experience certification

Tools

CRM systems

Reporting tools

Job description

مناطق رأس الخيمة الاقتصادية (راكز) is seeking an Agent Renewal Manager to lead day-to-day renewal operations and drive retention for key Agents, including white-label arrangements where applicable.

You will oversee the renewal team, coordinate campaigns, and ensure governance, CRM accuracy, and reporting excellence to minimize churn and improve renewal conversion. English communication is essential for this role.