موظف مبتدئ، التجديدات والاحتفاظ بالعملاء

Location: Cairo, Egypt

Employment Type: Full-Time, Hybrid

Team: Renewals

At Zid, we’re building commerce experiences that empower merchants to run and grow their businesses while delivering seamless experiences to their customers.

We’re looking for a Junior, Renewals & Retention to drive subscription renewals, strengthen merchant relationships, and contribute to customer retention and recurring revenue growth.

You’ll focus on managing renewal opportunities, engaging proactively with merchants, identifying churn risks, and addressing customer concerns to ensure a smooth renewal experience. You’ll play a key role in protecting recurring revenue, improving customer satisfaction, and building long-term relationships that support the continued growth of Zid’s merchant base.

What You’ll Work On

Operational Responsibilities

1. Subscription Renewals & Retention

• Manage the end-to-end subscription renewal process, ensuring timely engagement and follow-ups before subscription expiration.
• Proactively contact merchants approaching renewal dates to understand their needs, address concerns, and secure renewals.
• Achieve assigned renewal and customer retention targets through effective follow-up and opportunity management.
• Identify opportunities to strengthen customer loyalty and encourage long-term subscription continuity.

2. Customer Relationship Management & Engagement

• Build and maintain strong relationships with merchants to enhance satisfaction and encourage subscription renewals.
• Understand customer needs, business challenges, and expectations to deliver a positive renewal experience.
• Communicate Zid’s platform value and available solutions to help merchants make informed renewal decisions.
• Maintain consistent engagement with merchants throughout the renewal journey.

3. Churn Prevention & Objection Handling

• Identify customers at risk of churn and proactively implement retention actions to improve renewal outcomes.
• Handle customer objections related to pricing, product features, subscription plans, and service quality.
• Understand and document reasons for non-renewals to identify recurring customer concerns and potential improvement opportunities.
• Apply effective negotiation and problem-solving techniques to convert at-risk accounts into successful renewals.

4. Customer Issue Resolution & Internal Collaboration

• Collaborate with Technical Support, Product, and relevant internal teams to resolve issues affecting customer renewal decisions.
• Support merchants facing challenges related to shipping applications, partner integrations, and platform services.
• Coordinate with internal stakeholders to remove operational and technical barriers to renewal.
• Ensure customer concerns are communicated and followed up until appropriate resolutions are achieved.

Administrative Responsibilities

1. Renewal Pipeline Management & Reporting

• Monitor upcoming renewals, active opportunities, and at-risk subscriptions to ensure timely action.
• Track renewal performance against assigned targets and identify challenges that may affect retention outcomes.
• Prepare regular updates on renewal activities, customer feedback, and churn risks.
• Provide insights and recommendations to improve renewal performance and customer retention.

2. CRM Management & Documentation

• Maintain accurate customer records, renewal statuses, and interaction histories within the Customer Relationship Management (CRM) system.
• Document customer objections, churn reasons, follow-up actions, and renewal outcomes.
• Ensure renewal pipeline information is accurate and up to date, providing clear visibility into pending and completed renewals.
• Track customer interactions and ensure all renewal opportunities are properly documented.

3. Customer Feedback & Continuous Improvement

• Collect and document recurring customer concerns, renewal objections, and reasons for subscription cancellations.
• Share customer insights with relevant teams to support improvements in products, services, and customer experience.
• Identify opportunities to improve renewal workflows, customer communication, and retention practices.
• Support initiatives aimed at increasing customer satisfaction and reducing subscription churn.

What We’re Looking For

Core Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field is preferred.
• 0–1 years of experience in Renewals, Customer Success, Account Management, Sales, or Customer Service.
• Strong communication and negotiation skills, with the ability to engage customers and handle objections effectively.
• Excellent written and verbal communication skills in both Arabic and English.
• Ability to understand customer needs, identify churn risks, and recommend appropriate solutions.
• Strong organizational, follow-up, and time-management skills.
• Ability to work toward assigned targets and key performance indicators (KPIs).
• Good analytical and problem-solving skills, with the ability to address customer challenges effectively.
• Familiarity with CRM systems and customer management tools.
• Ability to collaborate effectively with cross-functional teams.
• Customer-focused mindset with strong attention to detail and a commitment to delivering a positive customer experience.
• Basic understanding of SaaS subscription models and the e-commerce ecosystem is preferred.

Skills That Matter

Soft Skills

• Communication: Engage merchants professionally, communicate platform value clearly, and maintain positive customer relationships.
• Negotiation & Persuasion: Address renewal objections, communicate appropriate solutions, and encourage successful subscription renewals.
• Relationship Building: Establish trust and maintain strong relationships that support customer loyalty and long-term retention.
• Problem Solving: Identify customer concerns and coordinate practical solutions to overcome renewal barriers.
• Customer Focus: Understand merchant needs, provide responsive support, and prioritize customer satisfaction.
• Ownership: Take responsibility for renewal opportunities, follow-up activities, and achieving assigned retention targets.
• Analytical Thinking: Evaluate customer feedback, identify churn patterns, and support data-driven retention decisions.
• Time Management: Prioritize renewal opportunities, manage multiple customer interactions, and meet subscription deadlines.
• Collaboration: Work effectively with Technical Support, Product, and other internal teams to resolve customer issues.
• Adaptability: Respond effectively to changing customer needs, business priorities, and subscription challenges.

Technical Skills

• Subscription Renewals: Manage renewal opportunities, track expiration dates, and execute timely follow-up activities.
• Customer Retention: Identify churn risks, implement retention actions, and support recurring revenue protection.
• CRM Management: Maintain accurate customer records, renewal statuses, interaction histories, and follow-up activities.
• Objection Handling: Address concerns related to pricing, subscription plans, product capabilities, and service quality.
• Renewal Pipeline Management: Monitor renewal stages, prioritize opportunities, and track progress against assigned targets.
• Performance Tracking: Monitor renewal rates, retention performance, churn reasons, and relevant KPIs.
• SaaS & E-commerce Knowledge: Understand subscription-based business models, e-commerce platforms, and merchant operational needs.
• Customer Issue Coordination: Work with relevant teams to address technical, shipping, and integration issues affecting renewals.

Why Join Zid?

• Purpose-Driven Products: Help merchants grow their businesses through innovative e-commerce solutions.
• Customer Impact: Play a direct role in supporting merchant success, improving retention, and strengthening long-term relationships.
• Commercial Impact: Contribute to protecting recurring revenue and achieving Zid’s customer retention objectives.
• Cross-Functional Collaboration: Work closely with Product, Technical Support, and internal teams to deliver effective customer solutions.
• Growth & Development: Build valuable experience in SaaS renewals, customer success, negotiation, and relationship management.
• Industry Impact: Be part of a company shaping the future of digital commerce in Saudi Arabia and beyond.

Think Zid is the right place for you? Apply now and help merchants continue growing through innovative commerce solutions!