Renewal Operations Lead

Ras Al Khaimah Economic Zone (RAKEZ); Ras Al Khaimah; On-site; AED 180,000 - 260,000; Full time

Job summary

RAKEZ is seeking an Agent Renewal Specialist to support license renewals through its Agent network in Ras Al Khaimah. The role coordinates renewal activities, monitors performance, and drives on-time renewals with a focus on customer retention.

You will collaborate with Agents, deliver renewal-related training, and analyze renewal data to identify opportunities for improvement and operational efficiency.

Qualifications

• Bachelor's degree in business, customer service, marketing, or a related field.
• Minimum 4 years of experience in customer service, sales support, account management, channel partner operations, or customer engagement roles.
• Experience supporting renewal, retention, loyalty, or customer engagement initiatives is an advantage.
• Experience within a Free Zone, Government Services, B2B services, or customer-facing environment is highly desirable.
• Strong customer relationship and stakeholder management skills.
• Excellent communication and interpersonal abilities.
• Strong analytical and reporting capabilities with proficiency in Excel and CRM systems.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Customer-focused mindset with strong problem-solving and organizational skills.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Coordinate and execute license renewal activities through the Agent network.
• Monitor renewal performance, track KPIs, and identify trends, risks, and opportunities for improvement.
• Support renewal campaigns and initiatives to enhance customer retention and renewal outcomes.
• Promote the adoption of digital renewal tools, self-service platforms, and renewal enablement resources.
• Serve as a primary point of contact for Agents on renewal inquiries and support requests.
• Assist in delivering training sessions, workshops, and communications on renewal processes and best practices.
• Conduct regular performance and feedback discussions with Agents to understand challenges and identify improvement opportunities.
• Maintain accurate Agent and Customer records and ensure data integrity across systems.
• Prepare reports on renewal performance, risks, challenges, and key outcomes.
• Analyze data and provide insights and recommendations to support decision-making and continuous improvement initiatives.

Skills

Customer service

Account management

CRM systems

Excel

Analytics

Stakeholder management

Education

Bachelor's degree

Tools

CRM software

Job description

RAKEZ is seeking an Agent Renewal Specialist to support license renewals through its Agent network in Ras Al Khaimah. The role coordinates renewal activities, monitors performance, and drives on-time renewals with a focus on customer retention.

You will collaborate with Agents, deliver renewal-related training, and analyze renewal data to identify opportunities for improvement and operational efficiency.