Retention & Sales Team Lead

About the role

We are looking for a Retention & Sales Team Lead to drive seller retention and auction revenue for our leading UAE online marketplace. You will lead a dedicated retention team, develop operational plans and ensure monthly targets are met while reducing churn.

Key responsibilities

• Develop and execute operational plans to achieve monthly seller retention targets.
• Monitor churn trends, analyse root causes and recommend corrective actions.
• Communicate performance and goals to senior management and team members.
• Coach and train the team on retention techniques, objection handling and value proposition.
• Conduct regular one‑to‑one meetings to track individual targets and provide feedback.
• Manage workflow, call allocation, schedules and handle employee inquiries.
• Apply company policies related to KPIs and evaluate team performance.
• Utilise retention dashboards and reporting tools to translate data into action plans.

Required profile

• University graduate.
• 2‑3 years experience in a call‑centre or sales environment, preferably in retention, collections or sales.
• 1‑2 years experience managing a team, ideally in retention or sales.
• Strong written and verbal communication skills in Arabic and English.
• Ability to lead multiple sub‑teams and coordinate cross‑team activities.

Required skills

• Basic computer knowledge.
• Familiarity with CRM systems.
• Experience with reporting tools and performance dashboards.
• Understanding of call‑centre operations, workflows and metrics.