Agent Renewal Lead: Retention & Engagement

Ras Al Khaimah Economic Zone (RAKEZ); Ras Al Khaimah; On-site; AED 180,000 - 240,000; Full time

Job summary

Ras Al Khaimah Economic Zone (RAKEZ) is seeking an experienced Agent Renewal Manager to lead the renewal team and optimize agent-driven renewals. You will drive customer retention, oversee end-to-end renewal operations, and improve renewal KPIs while coordinating with internal stakeholders and ensuring service excellence.

The role requires strong analytical capabilities and excellent English communication, with a focus on governance, process improvement, and agent engagement across key accounts.

Qualifications

• Bachelor’s degree in business or related field.
• 5–7 years in customer lifecycle management or related service ops.
• 2+ years in supervisory/leadership role.
• Experience with renewal operations and agent relationships.
• Strong analytical, stakeholder management, and communication skills.

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 management

Agent/channel partner relationships

CRM systems

Performance reporting

Cross-functional collaboration

Analytical skills

Stakeholder management

English communication

Education

Bachelor's degree in business administration, Marketing, Customer Experience, or related discipline

Professional certification in Customer Experience/Client Relationship Management

Tools

CRM systems

Job description

Ras Al Khaimah Economic Zone (RAKEZ) is seeking an experienced Agent Renewal Manager to lead the renewal team and optimize agent-driven renewals. You will drive customer retention, oversee end-to-end renewal operations, and improve renewal KPIs while coordinating with internal stakeholders and ensuring service excellence.

The role requires strong analytical capabilities and excellent English communication, with a focus on governance, process improvement, and agent engagement across key accounts.