Loyalty & Renewals Team Lead

Sage; Newcastle upon Tyne; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Generous pension

Annual leave 25 days

Bank holidays

Volunteer days

Health coverage

Hybrid work

Wellbeing app

Job summary

Sage is seeking a Loyalty Team Manager to lead a team of Loyalty Consultants for Small Business, driving retention, revenue protection, and growth. The role combines hands-on leadership with coaching, performance management, and a data-driven approach to improve customer outcomes and product adoption.

The position is hybrid, with three days in the Newcastle office, and involves developing capability, shaping customer conversations, and identifying migrations, upsell, and expansion opportunities

Qualifications

• Experience leading loyalty/retention teams.
• Strong coaching and performance-management skills.
• Proven ability to drive renewals and reduce churn.
• Experience in upsell, cross-sell, and expansion opportunities.
• Familiarity with CRM and data-driven decision making.

Responsibilities

• Lead, coach, and develop a team of Renewal Representative Interns to deliver the Small Business retention, renewal, customer value, and growth strategy.
• Build a high-performance culture with clear expectations, accountability, and a strong focus on achieving individual and team targets.
• Coach the team to have consultative customer conversations, identifying needs and confidently positioning Sage solutions.
• Drive lead generation through upsell, cross-sell, add-on, expansion, migration, and renewal opportunities within the customer base.
• Identify and progress cloud migration opportunities that support revenue retention, reduce churn, and align with Sage's cloud strategy.
• Use performance data, customer insights, Salesforce activity, call quality, and KPIs to identify risks, opportunities, and improvement actions
• Deliver ongoing coaching, feedback, observations, and performance management to strengthen capability, product knowledge, and sales effectiveness.
• Improve customer outcomes by increasing product adoption, customer health, confidence, and retention.
• Partner with Sales, Loyalty, Customer Success, Product, Marketing, Enablement, and Sales Operations to drive customer engagement and commercial opportunities.
• Lead the team through change, ensuring resilience, adaptability, and continued focus on performance and customer experience.

Skills

Leadership

Coaching

Performance management

Renewals

Churn reduction

Upsell / cross-sell

Cloud migration

Sales opportunities

Customer-centric

Data-driven

Tools

Salesforce

CRM

Job description

Sage is seeking a Loyalty Team Manager to lead a team of Loyalty Consultants for Small Business, driving retention, revenue protection, and growth. The role combines hands-on leadership with coaching, performance management, and a data-driven approach to improve customer outcomes and product adoption.

The position is hybrid, with three days in the Newcastle office, and involves developing capability, shaping customer conversations, and identifying migrations, upsell, and expansion opportunities