Revenue Retention Team Lead, Venue
WHAT WE DO MATTERS:
At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success.
The UK Renewals Team plays a critical commercial role within the business, managing relationships with over 4,500 active subscription clients. The team is responsible for driving retention, revenue protection, account growth and long-term client value through structured renewal conversations, proactive relationship management and consultative telesales engagement.
We are seeking a commercially driven, people-focused Team Leader to manage and develop a high-performing telesales renewals team. This role is ideal for a leader who thrives in a performance environment, is passionate about coaching and accountability, and understands how strong leadership directly drives retention, revenue and customer loyalty.
You will own team performance against retention and revenue targets, embed best-in-class telesales behaviours, and create a culture of continuous improvement, ownership and customer advocacy.
RESPONSIBILITIES:
Leadership & Team Performance
- Lead, coach and inspire a team of Account Managers in a high-volume, telesales and meeting-driven environment.
- Own team performance against monthly retention, growth, revenue, conversion and activity targets.
- Provide strong, visible leadership with clear expectations, accountability and support.
- Conduct regular 1-2-1s, call coaching, performance reviews and structured development planning.
- Create a culture of motivation, resilience and continuous improvement - whilst also being able to practice autonomy & ownership in your team members.
- Lead structured team meetings focused on results, learning, best practice sharing and engagement.
- Demonstrate confident people leadership while also acting as a senior leader in front of clients.
Client & Venue Management
- Own senior-level relationships across a portfolio of venue clients.
- Ensure consistent, high-quality client management standards across the venue department, and within your own account base.
- Work closely with the Venue Account Management team to align on strategy, performance and business priorities.
- Lead complex client conversations, negotiations and escalations with confidence and professionalism.
- Balance long-term client relationships with strong commercial outcomes.
Retention & Revenue Ownership
- Drive best-in-class renewal conversations that protect revenue, reduce churn and grow account value across our venue account base.
- Implement company retention strategies to proactively manage risk, objections and competitor threats.
- Ensure all renewal interactions meet agreed telesales, quality and compliance standards.
- Act as an escalation point for complex renewal enquiries and client issues.
- Identify and convert upsell and cross-sell opportunities from multiple lead sources to support team targets.
Process, Strategy & Collaboration
- Oversee the end-to-end renewal process, ensuring accuracy, efficiency and a strong customer experience.
- Partner closely with New Business, Client Success, Venue Account Management and wider Renewals teams to maximise lifetime customer value.
- Embed global processes and contribute to the development of scalable, repeatable renewal strategies.
- Analyse churn, retention and sales data to inform coaching priorities and strategic improvements.
- Provide clear performance reporting and insights to senior leadership on risks and opportunities.
Customer Experience & Compliance
- Ensure all client and venue interactions meet company standards for service, professionalism and compliance.
- Act as a senior escalation point for complex customer issues and negotiations.
- Champion a customer-first mindset while maintaining strong commercial discipline.
Talent Development
- Support recruitment, onboarding and ramp-up of new team members.
- Develop future leaders through mentoring, coaching and stretch opportunities.
- Build leadership capability across both people management and client-facing skills.
SUCCESSFUL CANDIDATES HAVE:
You are a performance-driven, people-centred sales leader who understands how to balance commercial outcomes with strong team culture.
You will bring:
- Proven experience in sales, renewals, retention or account management (4+ years).
- Strong telesales leadership behaviours: coaching, objection handling, pipeline management and performance discipline.
- Natural leadership presence with the ability to influence, motivate and develop others. Previous management experience is strongly preferred, but supervisory experience will be considered.
- Commercial mindset with strong negotiation and closing capability.
- Excellent communication, stakeholder management and relationship-building skills.
- High resilience, positivity and adaptability in a fast-moving environment.
- Strong analytical skills with confidence using CRM and performance data.
- A proactive, solutions-focused approach with high personal accountability.
Formal management experience is highly advantageous but not essential — leadership capability, mindset and behaviours are critical, and will be a core competency to be successful in this role.
WORK MODEL:
This role is Together@TKWW-eligible and based near one of our office hubs. You’ll be expected to work in the office two days a week as part of our hybrid work model.
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey.
WHAT WE LOVE ABOUT YOU:
- Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments.
- Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision.
- Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully.
- Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together.
WHAT YOU LOVE ABOUT US:
We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people.
- For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection.
- For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings.
To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.
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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.
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