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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance client retention and drive revenue growth.
- Company: Join Xperience, a fast-growing tech company transforming SMEs with digital solutions.
- Benefits: Enjoy a competitive salary, generous holiday, hybrid working, and health benefits.
- Why this job: Make a real impact in a collaborative environment while shaping the future of client relationships.
- Qualifications: 5+ years in SaaS or managed services with strong commercial instincts and leadership skills.
- Other info: Be part of a values-driven culture focused on integrity, collaboration, and success.
The predicted salary is between 60000 - 80000 £ per year.
Xperience helps SMEs unlock the full potential of their business using Digital Solutions, built with Xperience. Our industry experts get to know our client’s business inside and out, exploring processes, pain points and people, to build tailored technology across Cloud & IT Services, Cyber Security, CRM, and ERP. With solutions designed around client operations, we provide the freedom to be more productive and focus on what is important for your business – without getting side tracked by the admin. At Xperience, we create digital solutions with the power to improve and protect your business, both now and in the future. Our people are what make us different. They are the primary reason our clients recommend us. Their unique skills and infectious energy help our clients focus on what matters most. Our people actively engage with clients using a collaborative style that prioritises teamwork and trust.
As a rapidly growing business, we look for people who share our values (of integrity, collaboration, ambition and success) to come on our growth journey with us, and create an amazing career #BuiltwithXperience.
The Role
We are undergoing an exciting time in our evolution and now seek an experienced and commercially focussed Head of Renewals. Joining the wider Shared Services Team and leading a Contracts and Renewals Team of 5, you will work closely with the Shared Services Director to build upon and develop key contract management practices and processes helping to shape and execute upon our client retention strategy.
You will be responsible for:
- Protecting and growing recurring revenue (ARR)
- Reducing churn and revenue leakage
- Improving renewal predictability and forecasting
- Ensuring renewals convert cleanly into accurate invoicing and cash collection
- Driving process and systems efficiency across the renewal lifecycle
You will work closely with Commercial, Finance, Shared Services and Product to ensure our renewals engine is structured, scalable and data driven. This role will draw on your past successes and experience of leading a successful team and managing client contracts whilst being responsible for creating a values-based high-performance culture in your area of responsibility. The role presents an excellent opportunity for an experienced and ambitious Head of Renewals to own and lead a contracts team in a fast paced and growing organisation, whilst getting involved in some exciting strategic projects that will add value for our organisation. You’ll have the opportunity to make real impact, working with a range of stakeholders at all levels, supporting the business to drive commercial value.
As we want to identify only the best talent to join our team, the ideal candidate will have the opportunity to work from home on a hybrid basis, whilst being able to travel to the Bury St Edmund’s office as and when required. Infrequent travel to our other sites will also be required to meet the needs of the role.
Key Responsibilities
- Team Leadership and Management
- Define and execute the billing strategy aligned with company revenue goals.
- Lead billing transformation initiatives (automation, system upgrades).
- Lead, mentor and develop the contracts and renewals team by setting team goals and performance metrics to align with organisational objectives.
- Work collaboratively and partner with multiple departments, including but not limited to Finance, Sales and Operations.
- Act as an escalation point for complex client billing disputes.
- Present billing metrics and risks to executive leadership.
- Ensure the accurate maintenance of contracts which includes automatic processing of monthly/quarterly renewals.
- Ensure that agreements are commenced promptly in line with project completion and customer onboarding.
- Review client contracts for price increases / amended licences, at renewal.
- Liaise with vendors for costs of renewals.
- Review and check the monthly billing to ensure accuracy and margin.
- Collaborate with Commercial to identify upsell and cross-sell opportunities during the renewal cycle.
- Work with Finance to validate contract terms, pricing, billing arrangements and vendor reconciliations.
- Partner with Operations to ensure service level agreements (SLAs) and contract obligations are met.
- Develop and implement strategies to improve customer retention rates.
- Analyse data and trends to proactively address risks of customer churn.
- Act as a point of escalation for contract queries.
- Oversee the cancellation and complaints process.
- Take ownership of renewal data integrity.
- Identify automation opportunities.
- Reduce manual intervention and eliminate duplication between teams.
- Drive standardisation across legal entities.
- Ensure compliance with company policies, legal requirements, and industry standards.
- Build dashboards and reporting that provide visibility of:
- Renewal pipeline
- Pricing adjustments
- Renewal cycle times
Person Specification
- 5+ years’ experience in a recurring revenue / SaaS / managed services environment
- Strong commercial instinct with financial literacy
- Confident interpreting contracts and pricing models
- Comfortable working across CRM and finance systems
- Data-driven and systems-oriented
- Strong Excel / reporting capability
- Able to influence Sales teams without direct authority
- Ability to travel to NI/GB as required
- Ability to live and work in the UK without Visa sponsorship
- Experience in SaaS, MSP or IT services business
- Experience improving renewal or subscription processes
- Exposure to ARR modelling and revenue recognition principles
- Experience in private equity-backed businesses
Benefits Package (*subject to specific contract terms)
- Salary Sacrifice Pension Scheme, 5% ER, 3% EE contributions
- Generous 30-Day Annual Holiday Entitlement (Jan-Dec)
- 8 Public Holidays
- Additional Guaranteed Birthday Leave
- 1 Day Volunteering Day per year to support an Xperience chosen charity, or a charity of your choice
- Private Medical Insurance on completion of probationary period for you, with option to add spouse and children and reduced cost*
- Enhanced Sick Pay on completion of probationary period
- Bereavement Leave Policy
- Enhanced Parental Leave Policy
- Long Service Awards commencing from 1 years’ service
- Monthly/ Annual Recognition Awards
- 36.25 hours working week
- Hybrid Working*
- Salary Sacrifice Cycle to Work Scheme*
- Salary Sacrifice EV Scheme coming soon*
- Employee Referral Bonus of £1500 per hire
- Discounted IT Purchase Scheme
- Company Funded Social Events
- Easily accessible and free car parking*
Communication
- Conveys information and ideas clearly and respectfully.
- Listens to others and values different opinions.
- Respect confidentiality
Teamwork and Collaboration
- Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.
Results Focused/Problem Solving
- Prioritizes tasks, overcomes obstacles, and accepts ownership of work assigned.
- Owns actions that deliver results.
Client and Commercial Focus
- Is focused on understanding the clients’ needs and is driven to fulfil them.
- Strives to consistently meet service standards.
Xperience is an equal opportunities employer.
Head of Renewals in Bury St Edmunds employer: Xperience
Contact Detail:
Xperience Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Renewals in Bury St Edmunds
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you show that you’re not just a fit for the role, but also for the team at Xperience. Plus, it’ll give you some great talking points!
✨Tip Number 3
Practice your pitch! Be ready to explain why you’re the perfect fit for the Head of Renewals role. Highlight your experience in managing contracts and driving revenue growth. Keep it concise and impactful – you want to leave them wanting to know more about you!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Xperience team. Let’s get you on this growth journey together!
We think you need these skills to ace Head of Renewals in Bury St Edmunds
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your experience aligns with the Head of Renewals role. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Numbers and results speak volumes, so if you've improved retention rates or streamlined processes, let us know!
Be Authentic: We value integrity and collaboration, so be yourself in your application. Share your passion for client success and how you can contribute to our team culture. We want to see your personality shine through!
Apply Through Our Website: For the best chance of getting noticed, apply directly through our website. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Xperience
✨Know Your Numbers
As a Head of Renewals, you'll need to be comfortable with data. Brush up on key metrics like ARR, churn rates, and renewal cycles. Be ready to discuss how you've used data in the past to drive improvements and make informed decisions.
✨Showcase Your Leadership Style
This role involves leading a team, so it's crucial to convey your leadership style. Prepare examples of how you've mentored and developed teams in the past. Highlight your approach to setting goals and aligning them with organisational objectives.
✨Understand the Client's Perspective
Xperience values client relationships, so demonstrate your understanding of client needs and how you’ve successfully managed contracts. Share specific instances where you've improved customer retention or addressed client concerns effectively.
✨Be Ready for Collaboration
You'll be working closely with various departments, so prepare to discuss your experience in cross-functional collaboration. Think of examples where you've partnered with finance, sales, or operations to achieve common goals and drive success.