Renewals Team Leader

About Foodics

Foodics is a restaurant management ecosystem and payment technology provider, established in 2014. Headquartered in Riyadh, the company operates offices in five countries, including the UAE, Egypt, Jordan, and Kuwait, serving customers and partners in over 35 countries globally. Foodics has processed over 6 billion orders and has secured three rounds of funding, with the latest raising $170 million.

About the Role

The Renewals Team Leader will be based in Medina, Al Madinah Province, and will lead a team of Renewal Specialists. This full-time position involves overseeing daily team operations and ensuring the achievement of retention, churn, and Annual Recurring Revenue (ARR) targets. The Team Leader will serve as the primary on-site point of contact for the team and will work closely with the Renewals Manager. This role requires 3-5 years of relevant experience.

Key Responsibilities

• Lead, coach, and support a team of Renewal Specialists on a daily basis.
• Plan daily and weekly activities, including portfolio coverage, call plans, and follow-ups.
• Conduct daily stand-ups and monthly 1:1 meetings with team members.
• Ensure adherence to renewal processes, playbooks, and quality standards.
• Manage team attendance, schedules, and coverage during leaves or absences.
• Own team targets for renewal rate, churn, and ARR retention.
• Track individual specialist performance and provide regular feedback.
• Identify low performance early and develop improvement plans with the Manager.
• Review call quality, CRM updates, and completion of health-checks (minimum four per customer per year).
• Act as the initial escalation point for at-risk customers, complaints, and complex renewal cases.
• Participate in or lead calls with high-risk or high-value customers as required.
• Collaborate with other teams to resolve blockers for the renewal team.
• Make day-to-day decisions within defined limits and escalate larger decisions to the Manager.
• Prepare weekly and monthly reports on team results, risks, and churn reasons.
• Keep the Manager informed on team status, issues, and achievements through regular syncs.
• Share customer feedback and churn insights with internal teams.
• Suggest and assist in implementing improvements to renewal processes and tools.
• Support the onboarding and training of new team members.
• Assist with hiring processes, including interviews and assessments.

Employee Benefits

Foodics offers competitive compensation packages, including bonuses and potential for shares. The company supports personal development through regular training and an annual learning stipend. Employees join a diverse team of over 40 nationalities across 14 countries.