Manager - Client Enablement AD Food Hub

The Client Enablement Manager at Abu Dhabi Food Hub, part of AD Ports Groups Economic Cities & Free Zones Cluster, is responsible for leading the end-to-end onboarding of tenants and ensuring the rapid activation of services. This role is pivotal in driving early revenue recognition by accelerating the onboarding process, facilitating the adoption of the Operation Management System (OMS), and introducing a comprehensive catalogue of additional services to new and existing tenants for the growth team to engage. The Client Enablement Manager acts as the primary interface between tenants and the Food Hub, ensuring a seamless transition from contract signing to unit handover to operational go-live.  Success in this role directly impacts the quick activation of the market, as structured enablement is essential for throughput and transaction fee generation. The incumbent will manage a high volume of simultaneous onboarding across multiple pavilion types, working closely with the team during ramp-up phases. The role requires strong stakeholder management, process optimization, and a customer-centric approach to ensure tenant satisfaction and maximize service uptake.

Responsibilities

Core Responsibilities:

Tenant Onboarding & Enablement 

• Lead and coordinate end-to-end onboarding for new tenants across all pavilion types.

• Ensure all onboarding milestones are met, from documentation collection, government authorities requisition up to operational activation, account activation in OMS and handover of the unit.

• Collaborate with internal teams to resolve onboarding bottlenecks and expedite go-live timelines.

OMS & Service Activation 

• Facilitate tenant adoption of the Operation Management System (OMS) and related digital platforms.

• Provide training, support, and troubleshooting to tenants for OMS and service activation.

• Monitor OMS usage and proactively address adoption challenges to ensure transaction throughput.

Service Upselling & Revenue Enablement 

• Identify tenant needs and proactively coordinate with Growth team to include additional services from the Food Hub catalogue.

• Develop and execute strategies together with Growth Team to maximize cross-sell and upsell opportunities.

• Track and report monthly billing along with Finance team, resolve disputes and issue credit notes for approvals as per DOA.

Stakeholder & Process Management 

• Act as the primary point of contact for tenants during onboarding and enablement phases.

• Liaise with internal teams (e.g., Licensing, IT, Sales, Legal) to ensure seamless tenant experience.

• Continuously review and improve onboarding processes for efficiency and scalability.

People Management Responsibilities:

• Lead, coach and develop the community engagement team, setting clear objectives and reviewing performance regularly.

• Direct the day-to-day work of on-site staff and outsourced contractor teams, so that service levels, safety standards and tenant expectations are consistently met.

• Run induction and safety training for the team, tenants and contractors, and keep training records up to date.

• Build a client-first, safety-first culture in the team, and step in on escalations, conflicts or performance issues.

Qualifications