Retention Team Lead

About the role

The Retention Team Lead will steer a dedicated team of sellers and agents to minimise churn and boost auction revenue for dubizzle’s online marketplace. Reporting to senior management, you will translate business objectives into actionable plans and ensure the team consistently meets monthly retention targets.

Key responsibilities

• Develop and execute operational plans that drive the retention team toward monthly seller‑retention and auction‑revenue goals.
• Monitor churn trends, analyse performance data, identify root causes and implement corrective actions.
• Communicate performance insights and strategic updates to upper management and team members.
• Provide coaching, training and regular one‑to‑one feedback on retention techniques, objection handling and value proposition.
• Organise workflow, lead allocation, schedules and ensure compliance with company KPIs.
• Handle employee complaints and inquiries, fostering a professional work environment.
• Participate in performance evaluations and talent development initiatives.

Required profile

• University graduate.
• 2‑3 years of experience in a call‑centre or sales environment, preferably in retention, collections or sales.
• 1‑2 years of team‑lead or supervisory experience, ideally managing a retention or sales team.
• Strong written and verbal communication skills in both Arabic and English.

Required skills

• Proficiency with CRM systems and reporting tools.
• Basic computer literacy and understanding of call‑centre operations, workflows and performance metrics.