Retention Team Lead

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 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 lead…