VP, Renewal Management - EMEA

Genesys Cloud Services, Inc.; Greater London; On-site; GBP 120,000 - 150,000; Full time

Job summary

A leading technology firm in the UK is seeking a Vice President for Renewal Management. This role entails defining regional renewal strategies, achieving retention targets, and leading cross-functional teams. Candidates should possess over 12 years of experience in recurring revenue operations, exemplary communication skills, and proficiency in tools like Salesforce and Tableau. This opportunity offers a chance to shape customer success initiatives within a dynamic environment.

Qualifications

• 12+ years of experience leading enterprise-level recurring revenue operations.
• Proven track record of achieving and exceeding renewal and retention targets.
• Skilled in renewal forecasting and data analysis.

Responsibilities

• Define and execute the regional renewal strategy aligned with global vision.
• Partner with Customer Success Management to forecast renewal rates accurately.
• Own and exceed net revenue retention and gross renewal goals.

Skills

Renewal forecasting

Data analysis

Risk management

Customer experience understanding

Executive presentation skills

Cross-cultural collaboration

Problem-solving

Team leadership

Proficient in Salesforce

Proficient in Tableau

Education

Bachelor’s degree in business or finance

Tools

Salesforce

Tableau

Excel

PowerPoint

Job description

Vice President, Renewal Management – EMEA – United Kingdom – Full time

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. With its AI‑powered Experience Orchestration platform, the company accelerates growth by delivering empathetic, personalized experiences at scale, driving customer loyalty, workforce engagement, efficiency and operational improvements.

Responsibilities / Job Duties

• Regional Strategy and Leadership: Define and execute the regional renewal strategy aligned with global vision, Experience as a Service principles, commercial initiatives, and regional market dynamics. Translate corporate goals into actionable plans that deliver measurable outcomes.
• Forecasting and Renewal Predictability: Partner with Customer Success Management to forecast renewal rates accurately by month, quarter, and year. Identify risks and remediation paths while driving data‑informed predictability and trend awareness.
• Retention and Expansion Ownership: Own and exceed net revenue retention, gross renewal, and expansion revenue goals across all customer segments. Establish cadence to assess attrition risks, pricing trends, and actionable insights by platform and geography.
• Customer Value Advocacy: Champion a customer‑first renewal approach that ensures seamless experiences and measurable business value. Reinforce Genesys’ commitment to empathy‑driven, outcome‑focused engagement.
• Innovation and Automation: Lead initiatives that leverage AI and automation to increase efficiency, predictability, and scalability in renewal operations. Ensure renewal economics align with customer value realization based on product adoption and utilization insights.
• Operational Health and Organisational Growth: Build and maintain a high‑performance, inclusive culture rooted in accountability, learning, and operational excellence. Drive leadership succession planning, performance enablement, and capability building across the team.
• Cross‑Functional Orchestration: Collaborate with Sales, Customer Success, Finance, Deal Support, Legal, Product, and Operations leaders to integrate renewals into the broader customer lifecycle strategy. Enable alignment that drives both expansion or migration opportunities.
• Global Leadership Participation: Contribute to global renewal transformation initiatives and best‑practice sharing across global peers and operations.

Required Qualifications

• Bachelor’s degree in business, finance, a related field or equivalent experience.
• 12+ years of experience leading enterprise‑level recurring revenue operations.
• Proven track record of achieving and exceeding renewal and retention targets.
• Skilled in renewal forecasting, data analysis, and risk management.
• Passionate about customer success, long‑term value creation, with a strong understanding of the Customer Experience (CX) industry and technologies.
• Exceptional communication, relationship‑building, and executive presentation skills.
• Flexible across global time zones with strong cross‑cultural collaboration skills.
• Strategic thinker with a hands‑on approach to process execution, and problem‑solving in a high‑performance culture.
• Inspirational partner who unites teams and executives around strategic goals, fostering trust, respect, and cross‑functional unity.
• Proficient in PowerPoint, Excel, Word, Salesforce, Tableau, and collaboration platforms.

Genesys is an equal‑opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Reasonable accommodations: If you require a reasonable accommodation to complete any part of the application process, please contact us at [e-mail].