Retention & Sales Team Lead

Role Overview

Retention & Sales Team Lead at Bayut | dubizzle, based in the UAE.

Company Overview

Bayut and dubizzle are iconic, homegrown brands with a strong presence across the seven emirates in the UAE. As part of Dubizzle Group, they operate alongside five classified brands with more than 123 million monthly users. The company is committed to delivering the best online search experience and connecting millions of users across the country.

Role Purpose

You will lead the retention team to achieve seller retention and auction revenue targets. You will develop operational and people plans that reduce seller churn, understand your team members' strengths and weaknesses, provide appropriate motivation, and guide the team to meet company retention objectives.

Key Responsibilities

Operations & Performance Management

• 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.
• Organise the workflow, lead/call allocation, and work schedules across the retention team.
• Comfortable working with retention/performance dashboards and translating data into action plans.

Team Leadership & Development

• Provide coaching and training on retention techniques, objection handling, and company value proposition.
• Provide regular one-to-one meetings with team members to track individual targets.
• Help in evaluating the team members.
• Provide a professional environment for the team members.
• Have a passion for developing teams.
• Strong coaching and people-development skills through call listening and quality feedback.

Communication & Stakeholder Management

• Communicate effectively with both upper management and team members to meet the company's goals.
• Excellent written and verbal communication skills in Arabic and English.
• Excellent leadership and communication skills, with the ability to manage multiple sub-teams simultaneously.
• Ability to manage and lead the retention team assigned, including cross-team coordination where multiple sub-teams are involved.

Policy & Compliance

• Apply the company's policies related to the employees' KPIs.
• Handle employees' complaints and inquiries.
• Awareness of conflict resolution and handling customer complaints effectively.

Qualifications & Experience

• University Graduate.
• 2-3 years of experience within call centre or sales environment, ideally including retention, collections, or sales.
• 1-2 years of team management experience, ideally leading a retention, collections, or sales team.

Skills & Competencies

• Basic knowledge of computers.
• Understanding of call center operations, workflows, and performance metrics.
• Understanding of seller/customer retention strategies, churn drivers, and quality assurance processes.
• Familiarity with CRM and reporting tools used to track retention performance and auction revenue.
• Strong customer service attitude, work ethic, and a drive for success.
• Creative thinking.
• Hard working, willing to go above and beyond to deliver.
• Energetic and motivated individual.

Additional Information

• Available 6 days a week.
• Flexible with working hours.
• Competitive tax-free salary.
• Comprehensive health insurance.
• Annual air ticket allowance.
• Employee discounts at multiple vendors across the Emirates.
• Rewards and recognitions.
• Learning and development opportunities.
• Fast-paced, high-performing team.
• Multicultural environment with over 60 different nationalities.
• Bayut and dubizzle is an equal opportunity employer committed to creating an inclusive environment for all employees.