Renewal Manager

Role Overview

Our client is a well-established UAE-based organization serving a large and diverse portfolio of business clients, with a strong focus on customer lifecycle management, operational excellence, and service quality is looking for a Renewal Manager to own and continuously improve the end-to-end client renewal journey across all customer segments.

This role sits at the intersection of team leadership, renewal governance, customer retention, and digital transformation, ensuring renewal activity is efficient, compliant, and genuinely customer-first. You'll track renewal performance, spot where customers are dropping off, and work with stakeholders across the business to close those gaps and lift both conversion and satisfaction.

• Build and lead a high-performing renewal monitoring team, balancing workload and capacity while coaching individuals to consistently meet KPIs and service standards.
• Own renewal governance across all segments, ensuring the process stays aligned with policy, regulatory requirements, and SLAs, and flag trends, risks, or service gaps that need addressing.
• Shape stronger renewal journeys through customer segmentation, targeted communication, and personalization, reducing drop-off and driving up renewal conversion.
• Spot opportunities to simplify and digitize the renewal process, supporting automation, CRM upgrades, and data intelligence initiatives that improve efficiency and visibility.
• Build and maintain dashboards and reports tracking renewal volumes, conversion, drop-off trends, and service levels, using the data to guide decisions and improvements.
• Partner with frontline and operational teams to unblock complex cases and improve the renewal experience, especially for high-value or exceptional clients.
• Work cross-functionally with Commercial, Licensing Operations, IT/Digital, Legal, Business Excellence, Strategy, and PMO to keep renewal processes, systems, and policies aligned.
• Contribute to renewal strategy, budgeting, and workforce planning, including volume forecasting and automation opportunities, ensuring KPIs stay aligned with wider Customer Experience objectives.
• Support the ongoing development of SOPs and SLAs, and ensure adequate backup coverage so service continues uninterrupted during peak periods or disruptions.

• 7+ years of relevant experience in client lifecycle management, customer experience, commercial strategy, business operations, retention, or process improvement, including a minimum of 3 years in a supervisory, managerial, or strategic capacity.
• A strong analytical, data-driven approach, with hands-on experience in customer journey design, retention strategy, process reengineering, digital transformation, and KPI management.
• Solid stakeholder engagement skills, with strong communication and problem-solving ability, and comfort managing multiple priorities in a fast-moving environment.
• Bachelor's degree in Business Administration, Marketing, Economics, or a related field.
• CCEP certification preferred.