Sales Lead (Customer Renewals)

We are looking for a Sales Manager with proven experience in renewals within a B2C environment, such as call centers, customer service, or similar customer-facing operations. You will own the renewals domain, improving customer retention, optimizing customer engagement, and driving renewal revenue growth through data-driven initiatives and cross-functional collaboration. The role focuses on defining and leading improvements rather than managing day-to-day operations.

Responsibilities

• Analyse renewal performance, churn, and customer behaviour to identify opportunities for improvement

• Define and evolve the renewal strategy, including customer journeys, communication approach, and engagement tactics

• Design and test communication across channels (calls, WhatsApp, SMS, email) to improve conversion and customer experience

• Partner with call center leadership, analytics, and other stakeholders to implement initiatives and ensure alignment

• Lead experiments and initiatives to improve renewal rates, reduce churn, and increase average premium through upsell and cross-sell

• Define requirements for scripts, workflows, and operational processes related to renewals

• Monitor performance against KPIs (renewal rate, retention, revenue, contact success) and drive continuous improvement

• Provide insights and recommendations to leadership on renewals performance and opportunities

Requirements

• 5+ years of experience in customer lifecycle, retention, CRM, or commercial roles, with exposure to both strategy and operations

• Experience working with customer-facing teams (e.g. contact center, sales, support) and strong understanding of operational realities

• Proven ability to launch and drive initiatives or experiments aimed at improving customer engagement, retention, or revenue

• Strong analytical skills with ability to interpret performance data and translate insights into actions

• Commercial mindset with focus on customer value, retention, and growth

• Ability to work cross-functionally and influence stakeholders across operations, analytics, and leadership

• Strong communication and problem-solving skills

We offer

• Long-term service agreement contract with QIC with 3 months probation period

• We are diverse — our digital nomads work remotely from 25+ different countries

• Payment in US dollars monthly to your bank account using SWIFT

• Full-time remote, work schedule: 5 days per week, Sunday to Thursday, GMT +3 timezone

• Vacation policy: Qatar Holiday Calendar, 20 vacation days, 10 sick offs

• Performance reviews are conducted twice a year, with the possibility of a raise

• Potential opportunity to apply for a Qatar ID and relocation to Doha, Qatar