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.
- Other info: Be part of a values-driven culture focused on integrity, collaboration, and success.
- 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.
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.
- Contract Renewal Management
- 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.
- Customer Retention Strategy
- 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.
- Process Optimisation
- 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.
- Reporting and Analysis
- Build dashboards and reporting that provide visibility of:
- Renewal pipeline
- Pricing adjustments
- Renewal cycle times
- Analyse contract data to identify trends and opportunities for process improvements or revenue growth.
- Track and measure the effectiveness of retention initiatives and adjust strategies as needed.
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
Xperience is an excellent employer that values proactive engagement and teamwork, making it a rewarding place for a Credit Controller to thrive. With benefits such as hybrid working arrangements and generous holiday entitlement, employees enjoy a supportive work culture that fosters professional growth and strong client relationships. Join us in a dynamic environment where your contributions are recognised and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Renewals in Bury St Edmunds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xperience. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Xperience before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Renewals in Bury St Edmunds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Xperience:Your cover letter is your chance to shine! Tell us why you want to work at Xperience specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Xperience!
How to prepare for a job interview at Xperience
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
