Retention Manager

About the role

The Retention Manager will own the renewals and customer retention function for Truckoom's UAE client base, operating from the Islamabad office. This role leads a team of renewal agents, ensures renewal targets and retention KPIs are met, and acts as the operational bridge between the Pakistan‑based team and Truckoom's UAE leadership.

Key responsibilities

• Supervise, coach and onboard retention agents, set daily priorities and run regular 1:1s and team huddles.
• Own the end‑to‑end renewals pipeline for UAE accounts, from expiry forecasting to closed renewal, and manage at‑risk subscriptions.
• Produce daily/weekly/monthly renewal forecasts, maintain MIS on renewal and churn rates, and flag systemic issues with data support.
• Coordinate with Sales, Operations and Customer Success teams, and handle escalations that require commercial or technical intervention.

Required profile

• 4+ years of experience in renewals, retention, account management or telesales; BPO/call‑center leadership experience preferred.
• Prior experience supervising or leading a team.
• Strong verbal and written English; able to communicate with UAE‑based leadership and clients.
• Based in or willing to relocate to Islamabad.

Required skills

• Working proficiency with ERP systems – ERPNext or Frappe experience is a strong plus.
• Advanced Excel skills for building renewal/retention reports.