Renewal Specialist

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

The Agent Renewal Specialist will be responsible to support the renewal of RAKEZ licenses through our network of Agents. The role is responsible for coordinating renewal activities, monitoring renewal performance, supporting Agent engagement, and ensuring a seamless renewal journey for customers. The successful candidate will work closely with Agents, provide renewal-related support, analyze performance trends, and contribute to initiatives that drive customer retention and on‑time renewals.

Core Responsibilities

Renewal Operations & Performance Support

• Coordinate and execute license renewal activities through the Agent network.
• Monitor renewal performance, track key KPIs, and identify trends, risks, and opportunities for improvement.
• Support the implementation of 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.

Agent Engagement & Support

• Serve as a primary point of contact for Agents on renewal‑related 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.

Data Management & Reporting

• 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.

Requirements

• 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.