Retention & Sales Team Lead

dubizzle; Dubai; On-site; AED 279,000 - 424,000; Full time

Benefits offered by this job

Health Insurance

Annual Air Ticket Allowance

Employee discounts across Emirates

Rewards & Recognitions

Learning & Development opportunities

Job summary

Bayut & dubizzle is seeking a Retention & Sales Team Lead to guide the retention team in reducing seller churn and boosting auction revenue. You will set plans, monitor trends, coach staff, and coordinate schedules while ensuring top performance and customer focus.

The role requires strong leadership, bilingual communication, and deep knowledge of CRM tools and retention metrics. 6‑day week availability and a proactive, energetic mindset are important.

Qualifications

• University graduate required.
• 2–3 years of call centre / sales experience, ideally including retention, collections or sales.
• 1–2 years of team management experience, ideally leading a retention, collections, or sales team.
• Excellent written and verbal communication in Arabic and English.

Responsibilities

• Provide direction, guidance, and instruction to the retention team to achieve seller retention and auction revenue targets.
• Develop operational plans to lead the retention team to achieve monthly retention targets.
• Monitor seller churn trends and retention performance, identifying root causes and corrective actions.
• Coach and train on retention techniques, objection handling, and value proposition with regular one‑to‑ones.
• Organise workflow, call allocation, and work schedules across the retention team; handle inquiries and complaints.
• Create and enforce KPIs and compliance with company policies.
• Foster a professional environment and cross‑team coordination to meet goals.

Skills

Team leadership

Retention

Coaching

CRM

English-Arabic bilingual

Arabic language

Data-driven

Education

University Graduate

Tools

CRM systems

Reporting tools

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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