Renewal Specialist – Emiratization (SME Client Focus)

About the role

The Renewal Specialist (Emiratization Role) will manage a portfolio of SME clients for RAKEZ, driving license renewals, win‑backs and cross‑selling of value‑added services. The role combines inside‑sales techniques with high‑touch customer service to achieve renewal targets and maintain long‑term relationships.

Key responsibilities

• Manage outbound and inbound contacts for assigned client portfolio in line with the license renewal strategy.
• Drive on‑time renewals, present retention offers before or after expiry, and secure win‑backs.
• Conduct relationship calls to understand client needs, capture feedback and coordinate support from RAKEZ and partners.
• Guide customers through renewal, amendment, expansion and cross‑sell processes via phone, SMS and email.
• Log renewal activities, customer data and status in internal systems to ensure data quality.
• Collaborate with manager on renewal promotions and exceptional approvals.
• Follow up with internal stakeholders to issue licenses within SLA and ensure flexible registration.
• Capture the voice of the customer and feed insights into continuous‑improvement programmes.

Required profile

• Bachelor’s degree in Business or related field, or equivalent professional experience.
• Minimum 4 years of experience in client relationship or customer service roles, preferably with SME business set‑up exposure.
• Proven track record of meeting renewal or retention targets.
• Strong communication skills in English; Arabic fluency preferred.

Required skills

• Advanced MS Office applications (Excel, PowerPoint, Word).