Sales Lead (B2C/ Customer Renewals & Retention)

About the companyWe are Qatar Insurance Company (QIC), the leading insurance provider in GCC.Our vision is to make QIC group become the first Digital Ecosystem in the region by combining insurance and non-insurance services in one platform.

Through our digital platforms, such as qic.online and the QIC app, we empower customers to manage their needs anytime and anywhere.Our employees have been featured in Forbes 30 under 30, teach at online universities, serve on program committees of major IT conferences, and have previously worked at leading international tech companies.About the positionWe are looking for a Sales Lead with proven hands-on experience in renewals within a B2C environment, such as call centers, customer service, or similar customer-facing operations.

You will own the renewal domain, improving customer retention, optimizing customer engagement, and driving renewal revenue growth through data-driven initiatives and cross-functional collaboration.

The role focuses on defining and leading improvements rather than managing day-to-day operations.

ResponsibilitiesAnalyze renewal performance, churn, and customer behaviour to identify opportunities for improvementDefine and evolve the renewal strategy, including customer journeys, communication approach, and engagement tacticsDesign and test communication across channels (calls, WhatsApp, SMS, email) to improve conversion and customer experiencePartner with call center leadership, analytics, and other stakeholders to implement initiatives and ensure alignmentLead experiments and initiatives to improve renewal rates, reduce churn, and increase average premium through upsell and cross-sellDefine requirements for scripts, workflows, and operational processes related to renewalsMonitor performance against KPIs (renewal rate, retention, revenue, contact success) and drive continuous improvementProvide insights and recommendations to leadership on renewals performance and opportunities

Requirements5+ years of experience in sales, focused on B2C customer lifecycle, retention, CRM, or commercial roles, with exposure to both strategy and operationsExperience working with customer-facing teams (e.g. contact center, sales, support) and strong understanding of operational realitiesProven ability to launch and drive initiatives or experiments aimed at improving customer engagement, retention, or revenueStrong analytical skills with ability to interpret performance data and translate insights into actionsCommercial mindset with focus on customer value, retention, and growthAbility to work cross-functionally and influence stakeholders across operations, analytics, and leadershipStrong communication and problem-solving skillsEnglish C1, with proven experience communicating with English native and non-native speakersUnderstanding of the GCC region, its social and cultural aspects is a huge plusWe offerLong-term service agreement contract with QICWe are diverse – our digital nomads work remotely from 25 different countriesPayment in US dollars monthly to your bank account using SWIFTFull-time remote, work schedule: 5 days per week, Sunday to Thursday (Arabic working week)Vacation policy: Qatar Holiday Calendar, 20 workdays of vacation, and 10 sick daysPerformance reviews are conducted twice a year, with the possibility of a raise