Team Lead Customer Loyalty and Growth (m/f/d)

What we are looking for:

To support our mission, we are seeking a motivated and strategic individual to step into the role of a Team Lead for our Customer Loyalty and Growth team in Lisbon. This position is pivotal in driving retention, growth, and performance within the EMEA region. As both an individual contributor and a team leader, the ideal candidate will balance a high-value portfolio while supporting their team’s success through mentorship, performance management, and execution of initiatives. 

• Manage a high-value, low-logo-count portfolio with a strong focus on retention and expansion. Ensure timely renewals and identify opportunities for upsell and growth.
• Oversee the performance of the regional team, driving retention and expansion metrics. Provide training, coaching, and mentorship to individual contributors to achieve monthly and quarterly goals.
• Directly responsible for the retention and expansion performance of both the individual portfolio and the regional team.
• Responsible for assigned region's overall NRR on a quarterly basis and a yearly basis, ensuring that the NRR of that region is consistently achieving the determined goal sets.
• Conduct regular one-on-ones, ensuring clear communication, feedback, and development opportunities that will result in NRR growth.
• Serve as the first point of approval for discounts and escalations, adhering to predetermined thresholds and ensuring alignment with company policies.
• Deliver granular daily and weekly reports, and high-level monthly summaries, on retention, expansion, and team performance.
• Identify trends, bottlenecks, and areas for improvement.
• Collaborate with management to execute company-driven initiatives efficiently across the team. Align team objectives with organizational goals to ensure consistency and success.
• Act as a proactive leader by identifying opportunities for growth or process improvement. Clearly articulate ideas and present well-supported proposals for new initiatives to management.

Basic Qualifications:

• Very strong ability to listen attentively, apply logic and reason, follow- through, can-do attitude, and exceptional communication skills both written and verbal
• Easy to work with
• Sense of urgency
• Strong time management and task prioritization skills to balance personal portfolio responsibilities with team leadership duties
• Exceptional communication and people management skills to motivate and guide the team
• Strategic thinking with a focus on aligning team performance with organizational goals
• Excellent written and verbal communication skills in English are mandatory; any other languages are a plus

Preferred Skills and Experience:

• Experience in managing customer retention and growth, as well as demonstrated success in mentoring and leading teams
• Proactive, strategic, and adaptable, with the ability to manage multiple priorities effectively
• Detail-oriented and capable of big-picture thinking, ensuring both individual and team success
• Analytical mindset with the ability to use data to inform decision-making and drive performance improvements
• Self-motivated, goal-oriented, and capable of thriving in a fast-paced, results-driven environment

What we offer:

• Flexible working hours
• Potential for personal and professional development
• A fun, creative and supportive team
• Be part of a fast growing company with a lot of opportunity for advancement

Are you ready for exciting tasks in an agile work environment with a both professional and collegial atmosphere? Apply now! Your contact person is Sandro Silveira Carvalho, Talent Acquisition Associate.