Head of Customer Retention Unit

2 weeks ago

Dubai, United Arab Emirates MetLife Full time

We are seeking a dynamic and experienced individual to join our company as the Head of Customer Relationship Unit for our Retail Business. As the leader of this unit, you will be responsible for managing a team of 30 customer relationship agents and driving various customer-centric initiatives to further enhance our overall customer experience.

Your primary focus will be on customer welcome calls, cross-sell and upsell campaigns, collection and retention efforts, anti-attrition campaigns, as well as providing support to agency and Bancassurance distribution channels to successfully implement the annual customer visit program.

**Responsibilities**
- Lead and manage a team of 30 customer relationship agents, providing guidance, coaching, and support to ensure high performance, and achievement of agreed targets.
- Develop and implement strategies in collaboration with the distribution channels and Customer Service & Operation function to further enhance the overall customer experience and ensure excellent customer service delivery.
- Oversee customer welcome calls to establish a positive first impression and foster long-term relationships.
- Cooperate with Marketing, Product, & Distribution Channels to design and execute cross-sell and upsell campaigns to maximize revenue generation opportunities.
- Drive collection efforts to ensure timely premium payments and minimize due premium.
- Develop and execute retention strategies to reduce customer churn and increase loyalty.
- Implement anti-attrition campaigns to identify and address potential causes of customer attrition.
- Collaborate with agency and Bancassurance distribution channels to support the successful implementation of the annual customer visit program.
- Analyze customer data and market trends to identify opportunities for improvement and innovation.
- Monitor key performance indicators (KPIs) and provide regular reports on team and campaign performance to senior management.
- Foster a culture of continuous improvement and encourage team members to contribute ideas and suggestions.

**Qualifications**
- 5+ years of relevant experience within a relevant Client Facing function.
- Proven experience in managing customer relationship teams, preferably in the financial services or insurance industry.
- Bachelor's degree in business administration, marketing, or a related field. A Master's degree would be an advantage.
- Strong knowledge of customer relationship management (CRM) principles and best practices.
- Demonstrated success in driving customer-centric initiatives, such as welcome calls, cross-selling, upselling, collections, and retention campaigns.
- Excellent leadership skills with the ability to inspire and motivate a team towards achieving targets.
- Strong analytical and problem-solving abilities to identify customer insights and develop effective strategies.
- Exceptional communication and interpersonal skills to effectively collaborate with internal stakeholders and external partners.
- Results-oriented mindset with a track record of meeting or exceeding performance targets.
- Familiarity with agency and Bancassurance distribution channels is desirable.
- Proficiency in using CRM software and other relevant tools for customer relationship management.

Join our team as the Head of Customer Relationship Unit, Retail Business and contribute to our company's success by building strong customer relationships and driving revenue growth through targeted campaigns and initiatives.

  • Head of Customer Retention Unit

    2 weeks ago

    Dubai, Dubai, United Arab Emirates MetLife Full time

    We are seeking a dynamic and experienced individual to join our company as the Head of Customer Relationship Unit for our Retail Business. As the leader of this unit, you will be responsible for managing a team of 30 customer relationship agents and driving various customer-centric initiatives to further enhance our overall customer experience.Your primary...

  • Head of Retention

    2 weeks ago

    Dubai, Dubai, United Arab Emirates ExpressVPN Full time

    Head of Retention | ExpressVPN DubaiAre you a growth expert with a proven track record of accelerating customer LTV who is keen to take on a leadership position? At Kape Privacy, we stand at the forefront of consumer SaaS privacy apps, boasting renowned brands like ExpressVPN, CyberGhost, and PIA. We're looking for a Head of Retention, specializing in...

  • Customer Retention

    3 weeks ago

    Dubai, United Arab Emirates FxPro Full time

    Customer Retention Join FxPro: an international fintech company for talented professionals. We view each and every one of our employees as an indispensable part of the team. Join our growing international team with offices in Limassol, London, Monaco, Nassau & Dubai with 300+ FxPro employees of 22 nationalities. **Responsibilities**: - Focus on...

  • Head of Retention Manager

    3 weeks ago

    Dubai International City, United Arab Emirates ANAX Media Full time

    **Location**:International City, Phase 2, Dubai **Job Type**:Full-time, 6 Days a Week **Position Overview**: As the Head of Retention Manager, you will be responsible for developing and implementing strategies to maximize player retention, engagement, and lifetime value. You will lead a team of retention specialists and work closely with cross-functional...

  • Customer Retention

    2 weeks ago

    Dubai, Dubai, United Arab Emirates FxPro Full time

    Customer RetentionJoin FxPro: an international fintech company for talented professionals.We view each and every one of our employees as an indispensable part of the team. Join our growing international team with offices in Limassol, London, Monaco, Nassau & Dubai with 300+ FxPro employees of 22 nationalities.Responsibilities: Focus on communicating with...

  • Head of Retention | ExpressVPN Dubai

    4 weeks ago

    dubai, United Arab Emirates ExpressVPN Full time

    Head of Retention | ExpressVPN DubaiAre you a growth expert with a proven track record of accelerating customer LTV who is keen to take on a leadership position? At Kape Privacy, we stand at the forefront of consumer SaaS privacy apps, boasting renowned brands like ExpressVPN, CyberGhost, and PIA. We’re looking for a Head of Retention, specializing in...

  • Customer Retention Executive

    2 weeks ago

    Dubai, United Arab Emirates EARTHLINK INNOVATION GENERAL TR. Full time

    Join our dynamic team at Earthlink Innovations Trading LLC, a leading company in the UAE, as a Customer Retention Executive. We are seeking motivated individuals who are passionate about providing exceptional customer service and ensuring customer satisfaction. **Responsibilities**: - Build and maintain strong relationships with existing customers to...

  • Customer Retention Executive

    2 weeks ago

    Dubai, Dubai, United Arab Emirates EARTHLINK INNOVATION GENERAL TR. Full time

    Join our dynamic team at Earthlink Innovations Trading LLC, a leading company in the UAE, as a Customer Retention Executive. We are seeking motivated individuals who are passionate about providing exceptional customer service and ensuring customer satisfaction.Responsibilities: Build and maintain strong relationships with existing customers to enhance...

  • Customer Retention Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Blue Iris Full time

    Customer Retention Specialist | Blue Iris DubaiWe specialize in crafting personalized gaming solutions for the iGaming industry.Customer Retention Specialist | Blue Iris Dubai | Apply NowBachelor's degree in Business Administration, Marketing, or related field.6+ months of experience in customer retention, account management, or related roles.Proven track...

  • Manager - Customer Retention Engagement

    3 months ago

    Dubai, United Arab Emirates Etisalat UAE Full time

    Responsible for fostering strong relationships with our OTT SVOD and AVOD platform's users, driving engagement, and implementing strategies to retain existing customers. This role is pivotal in creating a positive user experience, increasing user loyalty, and reducing churn through targeted engagement initiatives and retention campaignsDevelop and...

  • Manager - Customer Retention Engagement

    4 weeks ago

    Dubai, United Arab Emirates Etisalat UAE Full time

    Responsible for fostering strong relationships with our OTT SVOD and AVOD platform's users, driving engagement, and implementing strategies to retain existing customers. This role is pivotal in creating a positive user experience, increasing user loyalty, and reducing churn through targeted engagement initiatives and retention campaignsDevelop and...

  • Retention/crm Marketing Executive

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Clearstate Pte. Ltd Full time

    Introduction: The Economist_ is a leading source of analysis on international business and world affairs, published weekly in print and digital editions, and daily through our apps and websites. We deliver our information through a range of formats, from newspapers and magazines to conferences, films and audio. What ties us together is the objectivity of our...

  • Customer Strategy

    2 months ago

    dubai, United Arab Emirates The Emirates Group Full time

    Customer Strategy & Retention Specialist Jobs in DubaiFor More Top Organization Jobs Click HereDescription:The successful candidate will be responsible for supporting the Customer Strategy & Retention team in the implementation of a global customer lifecycle & communication framework. Develop customer relationships and increase the overall customer lifetime...

  • Customer Strategy

    4 weeks ago

    dubai, United Arab Emirates The Emirates Group Full time

    Customer Strategy & Retention Specialist Jobs in DubaiFor More Top Organization Jobs Click HereDescription:The successful candidate will be responsible for supporting the Customer Strategy & Retention team in the implementation of a global customer lifecycle & communication framework. Develop customer relationships and increase the overall customer lifetime...

  • Manager - Customer Retention Engagement

    3 months ago

    Dubai, United Arab Emirates Etisalat UAE Full time

    Responsible for fostering strongrelationships with our OTT SVOD and AVOD platform's users,driving engagement, and implementing strategies to retain existingcustomers. This role is pivotal in creating a positive userexperience, increasing user loyalty, and reducing churn throughtargeted engagement initiatives and retentioncampaignsDevelop and execute...

  • Manager - Customer Retention Engagement

    4 weeks ago

    Dubai, United Arab Emirates Etisalat UAE Full time

    Responsible for fostering strongrelationships with our OTT SVOD and AVOD platform's users,driving engagement, and implementing strategies to retain existingcustomers. This role is pivotal in creating a positive userexperience, increasing user loyalty, and reducing churn throughtargeted engagement initiatives and retentioncampaignsDevelop and execute...

  • Retention/crm Marketing Executive

    2 months ago

    Dubai, United Arab Emirates Clearstate Pte. Ltd Full time

    **Introduction**: - The Economist_ is a leading source of analysis on international business and world affairs, published weekly in print and digital editions, and daily through our apps and websites. We deliver our information through a range of formats, from newspapers and magazines to conferences, films and audio. What ties us together is the objectivity...

  • Retention/ Customer Support Forex and Cfd

    2 months ago

    Dubai, United Arab Emirates GBE Brokers Ltd Full time

    **Job Title**: Retention / Customer Support Forex and CFD (Arabic Speaker) **Language**:Native Arabic speaker with proficiency in English is a must **Location**: Business bay Dubai, United Arab Emirates **Company**: GBE Brokers - Dubai Branch **Job Type**: Full-time **About us**: GBE Brokers is a leading financial services provider specializing in forex...

  • Retentions Tmr

    4 weeks ago

    Dubai, United Arab Emirates The Cigna Group Full time

    **Loyalty Team Retentions Representative** **Earn an uncapped & competitive bonus and join a growing international healthcare insurance company!** **In order to service our international client base, you must be able to work various shift patterns during a 24-hour working day, 7 days per week.** **About Cigna**: Do you love speaking to customer to help...

  • Retention Marketing Executive

    3 days ago

    Dubai, United Arab Emirates FieroTech BPO services LLC Full time

    **Role: Retention Marketing Executive** **Work Experience: 2-3 Years** **Location: WTC, Dubai** **Industry : IT/Gaming** **Create, optimize, and evolve retention strategies to keep clients**. Excellent in Excel Work closely with various business units to develop objectives. Identify areas of customer improvement. Evaluate the customer service...