Renewals Team Leader
Information Technology and ServicesCustomer Operations
About the role
Who Are We❓
We Are Foodics!a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also Foodics has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.
The Job in a Nutshell💡
You will lead a team of Renewal Specialists on site and run the team's daily work. You will work closely with the Renewals Manager. You will be the main on-site point of contact for the team. You are responsible for making sure the team hits its retention, churn, and ARR targets.
What Will You Do❓
Team leadership and daily operations
- Lead, coach, and support a team of Renewal Specialists on site every day.
- Plan daily and weekly work: portfolio coverage, call plans, and follow-ups.
- Run daily stand-ups and monthly 1:1s with team members.
- Make sure the team follows renewal processes, playbooks, and quality standards.
- Handle team attendance, schedules, and coverage during leaves or absences.
- Performance and targets
- Own team targets for renewal rate, churn, and ARR retention.
- Track each specialist's performance and give clear, regular feedback.
- Spot low performance early and build improvement plans with the Manager.
- Review call quality, CRM updates, and health-check completion (minimum 4 per customer per year).
- Escalations and risk
- Act as the first escalation point for at-risk customers, complaints, and hard renewal cases.
- Join or lead calls with high-risk or high-value customers when needed.
- Work with other teams to remove blockers for the team.
- Make day-to-day decisions…