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- Tasks: Lead renewal management strategy and optimise customer retention across EMEA.
- Company: Join Genesys, a global leader in customer experience innovation.
- Benefits: Enjoy competitive salary, remote work options, and a culture of collaboration.
- Why this job: Make a real impact on customer experiences using AI and empathy-driven strategies.
- Qualifications: 12+ years in revenue operations with strong leadership and analytical skills.
- Other info: Be part of a diverse team focused on growth and operational excellence.
The predicted salary is between 43200 - 72000 £ per year.
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
At Genesys, we are transforming customer experience through empathy, AI innovation, and human-centered technology. The Vice President of Renewal Management will lead the regional EMEA organisation to optimize renewal rates, maximize customer retention, predict recurring revenue, and ensure long-term customer lifetime value across the Genesys subscription portfolio. This leader will drive strategic execution, innovation, and team excellence while collaborating across Customer Success, Sales, and Operations to achieve world-class customer outcomes.
Responsibilities / Job Duties
- Regional Strategy and Leadership: Define and execute the regional renewal strategy aligned with global vision, Experience as a Service principles, commercial initiatives, and regional market dynamics. Translate corporate goals into actionable plans that deliver measurable outcomes.
- Forecasting and Renewal Predictability: Partner with Customer Success Management to forecast renewal rates accurately by month, quarter, and year. Identify risks and remediation paths while driving data-informed predictability and trend awareness.
- Retention and Expansion Ownership: Own and exceed net revenue retention, gross renewal, and expansion revenue goals across all customer segments. Establish cadence to assess attrition risks, pricing trends, and actionable insights by platform and geography.
- Customer Value Advocacy: Champion a customer-first renewal approach that ensures seamless experiences and measurable business value. Reinforce Genesys’ commitment to empathy-driven, outcome-focused engagement.
- Innovation and Automation: Lead initiatives that leverage AI and automation to increase efficiency, predictability, and scalability in renewal operations. Ensure renewal economics align with customer value realization based on product adoption and utilization insights.
- Operational Health and Organisational Growth: Build and maintain a high-performance, inclusive culture rooted in accountability, learning, and operational excellence. Drive leadership succession planning, performance enablement, and capability building across the team.
- Cross-Functional Orchestration: Collaborate with Sales, Customer Success, Finance, Deal Support, Legal, Product, and Operations leaders to integrate renewals into the broader customer lifecycle strategy. Enable alignment that drives both expansion or migration opportunities.
- Global Leadership Participation: Contribute to global renewal transformation initiatives and best-practice sharing across global peers and operations.
Required Qualifications
- Bachelor’s degree in business, finance, a related field or equivalent experience.
- 12+ years of experience leading enterprise-level recurring revenue operations.
- Proven track record of achieving and exceeding renewal and retention targets.
- Skilled in renewal forecasting, data analysis, and risk management.
- Passionate about customer success, long-term value creation, with a strong understanding of the Customer Experience (CX) industry and technologies.
- Exceptional communication, relationship-building, and executive presentation skills.
- Flexible across global time zones with strong cross-cultural collaboration skills.
- Strategic thinker with a hands-on approach to process execution, and problem-solving in a high-performance culture.
- Inspirational partner who unites teams and executives around strategic goals, fostering trust, respect, and cross-functional unity.
- Proficient in PowerPoint, Excel, Word, Salesforce, Tableau, and collaboration platforms.
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
VP, Renewal Management - EMEA employer: Genesys Cloud Services, Inc.
Contact Detail:
Genesys Cloud Services, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land VP, Renewal Management - EMEA
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend events, and engage on platforms like LinkedIn. The more people know you’re looking for a VP role, the better your chances of landing that dream job.
✨Tip Number 2
Prepare for interviews by researching Genesys and understanding their values, especially around customer experience and innovation. Tailor your responses to show how your experience aligns with their mission and how you can contribute to their goals.
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for renewal management and how you can drive customer retention and revenue growth. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Genesys team and making an impact.
We think you need these skills to ace VP, Renewal Management - EMEA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the VP, Renewal Management role. Highlight your achievements in renewal rates and customer retention to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your strategic thinking can drive our renewal strategy forward.
Showcase Your Data Skills: Since this role involves forecasting and data analysis, don’t forget to mention your experience with tools like Salesforce and Tableau. We want to see how you can leverage data to predict renewal rates!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Genesys Cloud Services, Inc.
✨Know Your Numbers
As a VP of Renewal Management, you'll need to be on top of your game with data. Brush up on your forecasting skills and be ready to discuss how you've successfully managed renewal rates in the past. Bring specific examples of how you’ve used data to drive decisions and improve retention.
✨Showcase Your Customer-Centric Approach
Genesys values empathy and customer-first strategies. Prepare to share stories that highlight your commitment to customer success and how you've championed customer value in previous roles. Think about how you can demonstrate your understanding of the Customer Experience (CX) industry.
✨Collaboration is Key
This role requires cross-functional collaboration, so be ready to discuss how you've worked with teams across different departments. Highlight any experiences where you’ve successfully aligned sales, customer success, and operations to achieve common goals. This will show you’re a team player who can drive results.
✨Be Ready for Strategic Thinking
As a strategic thinker, you’ll need to articulate your vision for renewal management. Prepare to discuss how you would define and execute a regional renewal strategy that aligns with global initiatives. Think about potential challenges and how you would address them to ensure long-term customer lifetime value.
