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 & Sales 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 leading a retention, collections, or sales team
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
Awareness of conflict resolution and handling customer complaints effectively
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, quality feedback, etc
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
Comfortable working with retention/performance dashboards and translating data into action plans
Strong customer service attitude, work ethic, and a drive for success
Creative thinking
Have a passion for developing teams
Flexible with working hours
Available 6 days a week
Hard working, willing to go above and beyond to deliver
Energetic and motivated individual

Benefits

A fast-paced, high-performing team
Multicultural environment with over 60 different nationalities
Competitive Tax-free Salary
Comprehensive Health Insurance
Annual Air Ticket Allowance
Employee discounts at multiple vendors across the Emirates
Rewards & Recognitions
Learning & Development opportunities

Bayut & dubizzle is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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