Renewals Team Leader

Role Overview

Renewals Team Leader at Foodics, a leading restaurant management ecosystem and payment technology provider. The role is based on site and reports to the Renewals Manager.

Company Overview

Foodics is a SaaS company founded in 2014 with headquarters in Riyadh and offices across 5 countries: UAE, Egypt, Jordan, and Kuwait. The company serves customers and partners in over 35 countries worldwide. Foodics has processed over 6 billion orders and has completed three funding rounds, with the latest raising $170 million in the largest SaaS funding round in MENA. The company is one of the most rapidly evolving SaaS companies to emerge from the MENA region.

Role Purpose

You will lead a team of Renewal Specialists on site and manage the team's daily work in close partnership with the Renewals Manager. You are responsible for ensuring the team hits its retention, churn, and ARR targets while serving as the main on-site point of contact for the team.

Key Responsibilities

Team Leadership and Daily Operations

• Lead, coach, and support a team of Renewal Specialists on site every day.
• Plan daily and weekly work including portfolio coverage, call plans, and follow-ups.
• Run daily stand-ups and monthly one-on-one sessions with team members.
• Ensure the team follows renewal processes, playbooks, and quality standards.
• Handle team attendance, schedules, and coverage during leaves or absences.

Performance and Targets

• Own team targets for renewal rate, churn, and ARR retention.
• Track each specialist's performance and provide clear, regular feedback.
• Spot low performance early and build improvement plans with the Manager.
• Review call quality, CRM updates, and health-check completion (minimum 4 per customer per year).

Escalations and Risk Management

• Act as the first escalation point for at-risk customers, complaints, and hard renewal cases.
• Join or lead calls with high-risk or high-value customers when needed.
• Work with other teams to remove blockers for the team.
• Make day-to-day decisions within agreed limits and escalate larger decisions to the Manager.

Reporting and Communication

• Prepare weekly and monthly reports on team results, risks, and churn reasons.
• Keep the Manager updated on team status, issues, and wins through regular syncs.
• Share customer feedback and churn insights with internal teams.

Process and Growth

• Suggest and help roll out improvements to renewal processes and tools.
• Help onboard and train new team members.
• Help with hiring, including interviews and assessments.

Qualifications & Experience

• 3–5 years of experience in Customer Success, Account Management, or Renewals.
• At least 1 year of leading, coaching, or mentoring a team, either formally or as a senior member.
• Experience with SaaS or subscription-based products.
• Proven track record of meeting retention, churn, or ARR targets.

Skills & Competencies

• Strong communication skills: Arabic required; good English required for reporting and working with internal teams.
• Comfortable reading dashboards, tracking KPIs, and building simple reports.
• Hands-on experience with Salesforce or a similar CRM.
• Hands-on experience with Zendesk or a similar ticketing tool.
• Calm under pressure and able to handle difficult customer conversations.

Additional Information

Preferred Experience

• Experience with customers in the Saudi or GCC market, especially F&B.
• Experience running a team with a remote or part-time on-site manager.

Benefits

• Inclusive and diverse culture that encourages innovation and flexibility.
• Highly competitive compensation packages, including bonuses and the potential for shares.
• Regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 14 countries.
• Autonomy, mentoring, and challenging goals that create opportunities for both individual and company growth.