VP, Renewal Management - EMEA

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

At Genesys, we are transforming customer experience through empathy, AI innovation, and human-centered technology. The Vice President of Renewal Management will lead the regional EMEA organisation to optimize renewal rates, maximize customer retention, predict recurring revenue, and ensure long-term customer lifetime value across the Genesys subscription portfolio. This leader will drive strategic execution, innovation, and team excellence while collaborating across Customer Success, Sales, and Operations to achieve world-class customer outcomes.

• Regional Strategy and Leadership: Define and execute the regional renewal strategy aligned with global vision, Experience as a Service principles, commercial initiatives, and regional market dynamics. Translate corporate goals into actionable plans that deliver measurable outcomes.
• Forecasting and Renewal Predictability: Partner with Customer Success Management to forecast renewal rates accurately by month, quarter, and year. Identify risks and remediation paths while driving data-informed predictability and trend awareness.
• Retention and Expansion Ownership: Own and exceed net revenue retention, gross renewal, and expansion revenue goals across all customer segments. Establish cadence to assess attrition risks, pricing trends, and actionable insights by platform and geography.
• Customer Value Advocacy: Champion a customer-first renewal approach that ensures seamless experiences and measurable business value. Reinforce Genesys’ commitment to empathy-driven, outcome-focused engagement.
• Innovation and Automation: Lead initiatives that leverage AI and automation to increase efficiency, predictability, and scalability in renewal operations. Ensure renewal economics align with customer value realization based on product adoption and utilization insights.
• Operational Health and Organisational Growth: Build and maintain a high-performance, inclusive culture rooted in accountability, learning, and operational excellence. Drive leadership succession planning, performance enablement, and capability building across the team.
• Cross-Functional Orchestration: Collaborate with Sales, Customer Success, Finance, Deal Support, Legal, Product, and Operations leaders to integrate renewals into the broader customer lifecycle strategy. Enable alignment that drives both expansion or migration opportunities.
• Global Leadership Participation: Contribute to global renewal transformation initiatives and best-practice sharing across global peers and operations.

• Bachelor’s degree in business, finance, a related field or equivalent experience.
• 12+ years of experience leading enterprise-level recurring revenue operations
• Proven track record of achieving and exceeding renewal and retention targets
• Skilled in renewal forecasting, data analysis, and risk management
• Passionate about customer success, long-term value creation, with a strong understanding of the Customer Experience (CX) industry and technologies
• Exceptional communication, relationship-building, and executive presentation skills
• Flexible across global time zones with strong cross-cultural collaboration skills
• Strategic thinker with a hands-on approach to process execution, and problem-solving in a high-performance culture.
• Inspirational partner who unites teams and executives around strategic goals, fostering trust, respect, and cross-functional unity.
• Proficient in PowerPoint, Excel, Word, Salesforce, Tableau, and collaboration platforms

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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