Retention And Sales Team Lead

dubizzle; Dubai; On-site; AED 201,000 - 257,000; Full time

Benefits offered by this job

Competitive Tax-free Salary

Comprehensive Health Insurance

Annual Air Ticket Allowance

Employee discounts at multiple vendors

Job summary

Bayut & dubizzle, a leading UAE classifieds group, seeks a Retention & Sales Team Lead to guide the retention team toward seller retention and auction revenue targets. You will assess team strengths, address gaps, and motivate staff to meet higher KPIs.

The role requires coordinating with upper management, coaching staff, and organizing workflows to ensure smooth operations across retention functions in a fast-paced, multicultural environment.

Qualifications

• University Graduate
• 2-3 years of experience within call centre / Sales environment, ideally including retention, collections or sales
• 1-2 years of team management experience
• Excellent written and verbal communication skills in Arabic and English
• Familiarity with CRM and reporting tools used to track retention performance and auction revenue

Responsibilities

• Develop operational plans to lead the retention team to achieve monthly retention targets
• Monitor seller churn trends and retention performance across the team, identifying root causes and recommending corrective action
• Communicate effectively with upper management and team members to meet the company's goals
• Provide coaching and training on retention techniques, objection handling, and our value proposition, including regular one-to-one meetings with team members to track individual targets
• Apply the company's policies related to the employees' KPIs
• Help in evaluating the team members
• Organise the workflow, lead/call allocation, and work schedules across the retention team
• Handle employees' complaints and inquiries
• Provide a professional environment for the team members

Skills

Team leadership

Retention strategies

Coaching & development

Performance analytics

CRM proficiency

Education

University degree

Tools

CRM systems

Reporting tools

Job description

Job Description:

Bayut & dubizzle have the unique distinction of being iconic, homegrown brands with a strong presence across the seven emirates in the UAE. Connecting millions of users across the country, we are committed to delivering the best online search experience.

As part of Dubizzle Group, we are alongside some of the strongest classified brands in the market. With a collective strength of 5 brands, we have more than 123 million monthly users that trust in our dedication to providing them with the best platform for their needs.

As a Retention & Sales Team Lead, you will be responsible for providing direction, guidance, and instruction to the retention team under your remit to help them achieve seller retention and auction revenue targets. You will have to understand your team members' strengths, address their weaknesses, and provide appropriate motivation. You will be responsible for creating business and people plans that reduce seller churn and help the company achieve its retention objectives.

In this role, you will:

• Develop operational plans to lead the retention team to achieve monthly retention targets
• Monitor seller churn trends and retention performance across the team, identifying root causes and recommending corrective action
• Communicate effectively with both upper management and team members to meet the company's goals
• Provide coaching and training on retention techniques, objection handling, and our value proposition, including regular one-to-one meetings with team members to track individual targets
• Apply the company's policies related to the employees' KPIs
• Help in evaluating the team members
• Organise the workflow, lead/call allocation, and work schedules across the retention team
• Handle employees' complaints and inquiries
• Provide a professional environment for the team members

Requirements

• University Graduate
• 2-3 years of experience within call centre / Sales environment, ideally including retention, collections or sales
• 1-2 years of team management experience, ideally leading a retention, collections, or sales team
• Basic knowledge of computers
• Understanding of call center operations, workflows, and performance metrics
• Understanding of seller/customer retention strategies, churn drivers, and quality assurance processes
• Awareness of conflict resolution and handling customer complaints effectively
• Familiarity with CRM and reporting tools used to track retention performance and auction revenue
• Excellent written and verbal communication skills in Arabic and English
• Strong coaching and people-development skills through call listening, quality feedback, etc
• Excellent leadership and communication skills, with the ability to manage multiple sub-teams simultaneously
• Ability to manage and lead the retention team assigned, including cross-team coordination where multiple sub-teams are involved
• Comfortable working with retention/performance dashboards and translating data into action plans
• Strong customer service attitude, work ethic, and a drive for success
• Creative thinking
• Have a passion for developing teams
• Flexible with working hours
• Available 6 days a week
• Hard working, willing to go above and beyond to deliver
• Energetic and motivated individual

Benefits

• A fast-paced, high-performing team
• Multicultural environment with over 60 different nationalities
• Competitive Tax-free Salary
• Comprehensive Health Insurance
• Annual Air Ticket Allowance
• Employee discounts at multiple vendors across the Emirates
• Rewards & Recognitions
• Learning & Development opportunities

Bayut & dubizzle is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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