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 Renewals Manager. 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 Renewals Manager 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.
Job Responsibilities
Key Responsibilities:
- Recruit, train, and mentor a team responsible for contract renewals, procurement activities and customer retention.
- Establish clear team objectives and performance metrics aligned with organisational goals.
- Lead and motivate the team to achieve renewal retention and operational targets.
- Conduct regular team meetings and one‑on‑one reviews to monitor progress, provide feedback and address challenges.
- Oversee the accurate administration and maintenance of customer contracts, renewal schedules, pricing structures, and billing arrangements.
- Ensure that agreements are commenced promptly in line with project completion and customer onboarding.
- Review customer contracts at renewal to identify pricing adjustments, licence amendments, and commercial opportunities.
- Liaise with vendors to obtain renewal pricing, quotations, and contractual information.
- 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 maximise customer retention and minimise churn.
- Act as the primary escalation point for complex contract, renewal, and customer queries.
- Oversee the cancellation and complaints process.
- Lead the continuous improvement of renewal and contract management processes, leveraging automation and technology to improve efficiency, accuracy, and scalability.
- Standardise and document contract renewal workflows.
- Ensure compliance with company policies, legal requirements, and industry standards.
- Provide regular reports to senior leadership on renewal rates, customer retention metrics, and team performance.
- 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.
Benefits Package subject to specific contract terms
- Private Medical Insurance on completion of probationary period for you, with option to add spouse and children and reduced cost
- Salary Sacrifice Pension Scheme, 3% ER, 5% EE contributions
- Death in Service Benefit x3-times base salary from commencement of employment
- 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
- Enhanced Sick Pay on completion of probationary period
- Bereavement Leave Policy
- Enhanced Parental Leave Policy
- Well‑being Benefits (Mental Health Support, Flu Vaccinations etc)
- Long Service Awards commencing from 1 year’s 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
Experience Required
- Demonstrable experience of leading a team within a Finance and/or Client Billing setting e.g. accounts payable/renewable, credit control, billing
- Demonstrable understanding of commercial/client service contract terms in a B2B setting
- Exceptional organisational and project management skills
- Excellent communication and negotiation skills
- Proven ability to communicate at all levels within the organisation
- Ability to travel to NI/GB as required
- Ability to live and work in the UK without Visa sponsorship
- Previous experience in an IT/Professional Services organisation
- Previous Experience of using CRM and Contract Management systems eg Connectwise
Competencies
- Building Relationships & Influencing – Initiates and develops relationships and gains the confidence and cooperation of people within and outside the organisation
- Results Focused – A results‑orientated employee who sets challenging goals and achieves results, whilst prioritising tasks and overcoming obstacles
- Adapting to Change – Questions conventional approaches and generates new ideas. Adapts to changing conditions or unexpected obstacles whilst maintaining effectiveness
- Judgement and Decision Making – Makes well‑informed, effective and timely decisions, applying logic and sound judgement based on coherent rationale. Considers impact of their decisions
