Head of Renewals

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
• Analyze 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.

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