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Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.

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People Lead – Sales Enablement

494094

Suva, Central Division, Fiji

Fixed-Term

Closing on: Oct 12 2026

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People Lead - Sales Enablement

About the Company

At RCL Services, we believe exceptional customer experiences are built through strong relationships, empowered teams, and a commitment to delivering meaningful results. As we continue to grow, we are looking for a People Lead – Sales Enablement who is passionate about leading people, driving customer retention strategies, and creating an environment where both customers and employees thrive.

This role is ideal for an experienced leader who enjoys developing high-performing teams, improving customer outcomes, and partnering with stakeholders to achieve business objectives. As a key member of our Operations team, you will play a critical role in leading our Sales Enablement function, supporting customer retention efforts, and driving operational excellence across the customer lifecycle.

What You'll Be Doing

You will lead a team of Sales Enablement Specialists while driving customer retention, operational effectiveness, and service excellence across a portfolio of high-value customer accounts.

People Leadership

Lead, coach, and develop a team of Sales Enablement Specialists.
Establish clear individual and team performance expectations aligned to business objectives.
Conduct regular coaching, feedback, and development discussions.
Foster a high-performance culture focused on accountability, collaboration, and customer excellence.
Support workforce planning, recruitment, onboarding, and succession planning activities.
Drive employee engagement, wellbeing, and team effectiveness initiatives.
Recognise and reward high performance while proactively addressing performance concerns.

Customer Retention Leadership

Develop and oversee retention strategies for high-value and at-risk customer accounts.
Monitor customer engagement trends and retention performance across the portfolio.
Ensure proactive identification and management of churn risks.
Partner with Account Managers and Sales Leaders to implement customer retention and recovery plans.
Review customer feedback and market insights to improve retention outcomes.
Ensure retention activities are consistently executed across the team.

Sales Enablement & Account Support

Lead the delivery of high-quality sales support services that enable customer growth opportunities.
Ensure customer enquiries and requests are managed efficiently and resolved within service standards.
Oversee account administration, reporting, benefits management, and customer support activities.
Remove operational barriers impacting customer satisfaction and team productivity.
Ensure customer issues are appropriately escalated and resolved.

Operational Excellence

Establish and monitor KPIs, service standards, and operational performance metrics.
Ensure compliance with Service Level Agreements (SLAs), policies, and business processes.
Analyse operational data to identify customer risks, trends, and improvement opportunities.
Lead continuous improvement initiatives that enhance customer experience and team performance.
Drive adoption of systems, tools, and best practices across the function.
Ensure strong data quality and governance standards are maintained.

Stakeholder Management

Build strong relationships with Account Management, Customer Support, Finance, Operations, Marketing, and key business stakeholders.
Act as the escalation point for complex customer and operational matters.
Influence cross-functional teams to deliver improved customer outcomes.
Provide regular reporting and insights to senior leadership on retention and operational performance.

What We're Looking For

Essential

Tertiary qualification in Business, Commerce, Sales, Marketing, Management, or a related discipline.
Minimum 3 to 5 years' experience in customer success, sales support, account management, customer service, or related commercial functions.
Demonstrated people leadership and team development experience.
Experience managing customer retention programs and engagement strategies.
Experience analysing operational performance and implementing process improvements.
Strong stakeholder management and relationship-building skills.
Knowledge of customer retention, sales operations, account management, and customer service principles.
Sound understanding of people leadership and performance management practices.
Strong analytical, problem-solving, and decision-making capabilities.
Proficiency in CRM platforms, reporting tools, and Microsoft Office applications.

Desirable

Leadership qualification or formal people management training.
Experience in aviation, travel, loyalty programs, or service-based industries.
Experience leading customer success or sales enablement teams.
Experience working within KPI-driven customer service environments.
Knowledge of customer lifecycle management and customer success frameworks.

Why Join Us?

Lead and develop a growing high-performing team.
Influence customer retention and business growth strategies.
Partner with leaders across multiple functions to drive meaningful outcomes.
Work in a collaborative organisation that values innovation and continuous improvement.
Gain exposure to strategic customer initiatives and operational leadership.
Access career growth and professional development opportunities

At RCL Services, we actively celebrate diversity across our workforce and are committed to providing inclusive and equal employment opportunities to all candidates. We encourage applications from culturally diverse backgrounds, people with disabilities, and all members of the LGBTQI+ community.

In addition, you will be considered a role model for our company values:

Lead with Care
Champion Innovation
Love Your Client
Make It Happen
Build Solutions Together

If you are ready to build a rewarding career supporting customer success and retention while making a real impact, don't miss this opportunity.