CLIENT RETENTION/RENEWAL OFFICER

JOB ROLE

Overall responsibility to ensure the retention and renewal of client contracts, build strong client relationships, and drive revenue growth by ensuring a high rate of contract renewals.

KEY ACCOUNTABILITIES  

• Cultivate and maintain strong relationships with existing clients ensuring the clients perception of value provided by Creation is surpassed
• Understand the unique needs and objectives of each client to tailor our services to meet their requirements
• Collaborate with clients to negotiate terms and conditions of contract renewals
• Collaborate with internal teams to resolve client-related problems and ensure client satisfaction
• Identify opportunities to upsell or cross-sell additional services to existing clients to maximize revenue
• Gather and analyze client feedback to identify areas for improvement and enhance the client experience
• Provide insights and recommendations for service enhancements
• Maintain accurate and up-to-date client records, contracts, and agreements
• Maintain long term relationship with the client
• Ensuring the CRM system and filing system are updated for all client projects

KEY RESPONSIBILITIES 

• Prepare regular reports on contract renewals, client satisfaction, and revenue growth
• Achieve a high rate of contract renewals by proactively managing the renewal process and addressing client concerns effectively
• Maintain and improve client satisfaction levels through consistent communication, issue resolution, and relationship-building efforts
• Contribute to revenue growth by identifying upselling and cross-selling opportunities and successfully closing additional service contracts with existing clients
• Accurate and up to date CRM system and filing system
• Provide insights into performance trends and recommend adjustments to strategies as needed.

ATTRIBUTES AND SKILLS

• Understanding and empathizing with clients’ challenges
• Negotiating skills
• Exceptional verbal and written communication skills in English
• Strong analytical skills
• Excellent resilience skills
• Time-management
• Excellent organizational, interpersonal, and networking skills
• Possesses a high degree of maturity, integrity and energy levels, good judgment and listening capability

EXPERIENCE AND EDUCATION

• Degree qualified
• 3+ years of experience working in corporate services as Client retention officer within UAE