Retention & Sales Team Lead

dubizzle; Dubai; On-site; AED 180,000 - 260,000; Full time

Benefits offered by this job

A fast-paced, high-performing team

Multicultural environment with over 60

Competitive Tax-free Salary

Comprehensive Health Insurance

Annual Air Ticket Allowance

Employee discounts at vendors across 1

Job summary

Bayut & dubizzle is seeking a Retention & Sales Team Lead to guide the retention team and push seller retention and auction revenue targets in the UAE. You will diagnose churn drivers, coach the team, and align activities with management goals to maximize performance.

Responsibilities include developing operational plans, monitoring trends, coordinating workflows, and providing training on retention strategies with regular one-to-one coaching sessions.

Qualifications

• University Graduate with strong communication skills in Arabic and English.
• Experience in call center/sales with retention exposure preferred.
• Proven ability to lead and coach a multi-sub-team group.

Responsibilities

• Provide direction to the retention team to hit monthly retention targets.
• Monitor churn trends and drive corrective actions.
• Coach on retention techniques and KPI-driven reviews.
• Organize workflow, shifts, and performance tracking across teams.
• Handle complaints and maintain a professional team environment.
• Communicate with upper management and team members to align goals.
• Coordinate cross-team efforts to optimize retention and revenue.
• Translate data from dashboards into action plans.
• Evaluate team members and support development plans.

Skills

Bilingual (Arabic/English)

CRM reporting

Team leadership

Retention strategies

Coaching skills

Conflict resolution

Education

University Graduate

Tools

CRM software

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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