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Role Overview
Retention & Sales Team Lead at Bayut | dubizzle, based in the UAE. You will lead the retention team to achieve seller retention and auction revenue targets while developing your team members and reducing seller churn.
Company Overview
Bayut & dubizzle are homegrown brands with strong presence across the seven emirates in the UAE, connecting millions of users. As part of Dubizzle Group alongside four other classified brands, we serve over 123 million monthly users and are committed to delivering the best online search experience.
Role Purpose
To provide direction, guidance, and instruction to the retention team, helping them achieve seller retention and auction revenue targets. You will understand your team members' strengths and weaknesses, provide appropriate motivation, and create business and people plans that reduce seller churn and support the company's retention objectives.
Key Responsibilities
Team Leadership & Development
- Develop operational plans to lead the retention team to achieve monthly retention targets.
- Provide coaching and training on retention techniques, objection handling, and the company's value proposition.
- Provide regular one-to-one meetings with team members to track individual targets.
- Help in evaluating team members.
- Develop teams and foster a passion for team development.
- Provide a professional environment for team members.
Performance & Operations
- Monitor seller churn trends and retention performance across the team.
- Identify root causes of churn and recommend corrective action.
- Apply the company's policies related to employees' KPIs.
- Organise workflow, lead/call allocation, and work schedules across the retention team.
- Manage and lead the retention team assigned, including cross-team coordination where multiple sub-teams are involved.
- Work comfortably with retention/performance dashboards and translate data into action plans.
Communication & Stakeholder Management
- Communicate effectively with both upper management and team members to meet the company's goals.
- Handle employees' complaints and inquiries.
- Demonstrate awareness of conflict resolution and handle customer complaints effectively.
Qualifications & Experience
- University degree.
- 2–3 years of experience within a 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.
- Understanding of call centre operations, workflows, and performance metrics.
- Understanding of seller/customer retention strategies, churn drivers, and quality assurance processes.
Skills & Competencies
- Basic knowledge of computers.
- Familiarity with CRM and reporting tools used to track retention performance and auction revenue.
- Excellent written and verbal communication skills in Arabic and English.
- Strong coaching and people-development skills through call listening and quality feedback.
- Excellent leadership and communication skills with the ability to manage multiple sub-teams simultaneously.
- Strong customer service attitude, work ethic, and drive for success.
- Creative thinking.
- Hard working, willing to go above and beyond to deliver.
- Energetic and motivated individual.
Additional Information
- Flexible working hours required.
- Available 6 days a week.
- Competitive tax-free salary.
- Comprehensive health insurance.
- Annual air ticket allowance.
- Employee discounts at multiple vendors across the Emirates.
- Rewards and recognitions programme.
- Learning and development opportunities.
- Fast-paced, high-performing team environment.
- Multicultural environment with over 60 different nationalities.
- Bayut & dubizzle is an equal opportunity employer committed to creating an inclusive environment for all employees.