Senior Manager Customer Relations And Key Accounts UAEN Talent Pool

Core Duties and Responsibilities

Manage Commercial / Business Development

Customer Relations Strategy

• Develop and implement comprehensive customer relations and key account management strategy aligned with organizational objectives.
• Establish customer service standards, policies, and performance metrics to enhance customer experience and satisfaction.
• Lead initiatives to improve customer engagement, loyalty
• Conduct at least five to ten meetings weekly with clients including CSPs, business centers, key account clients, or others.
  
  

Track and report on weekly

Operations Management

Key Account Management

• Oversee and manage relationships with key and strategic customers, partners, and stakeholders.
• Identify growth opportunities within key accounts and support cross-functional collaboration to deliver value
• Act as the primary escalation point for high-impact customer issues and ensure timely and effective resolution.
• Maintain strong, trusted relationships with senior representatives of key accounts.
• Define selection criteria for high-value strategic account
• Develop account plans including client’s objectives, pain points and growth opportunities
  
  

Governance and Process Management

Performance Monitoring & Reporting

• Monitor customer satisfaction indicators, service levels, and key account performance.
• Prepare regular reports and dashboards for senior management, highlighting trends, risks, and improvement areas.
• Suggest improvements in client engagement processes and collaboration with cross-functional teams to enhance service delivery
• Ensure compliance with internal policies, governance frameworks, and service level agreements (SLAs).
  
  

Organizational Management

Stakeholder Engagement

• Engage with internal stakeholders to ensure customer needs are understood and addressed across departments.
• Represent the organization in high-level meetings, forums, and negotiations with key customers and partners.
• Prioritize and actively participate in Free Zone Council initiatives.
• Ensure customer feedback is captured, analyzed, and translated into actionable improvements
  
  

Formal Education

Bachelors degree preferred

Work Experience

• Minimum 10–12 years of relevant experience in customer relations, account management and Free Zone Operations.
• At least 3-5 years in a senior managerial or leadership role.
• Proven experience managing key or strategic accounts and senior-level stakeholders.
  
  

Skills and Knowledge

• Excellent communication and interpersonal skills.
• Strong leadership and people management skills
• Excellent stakeholder and relationship management abilities
• Strategic thinking and problem-solving skills
• Strong communication, negotiation, and presentation skills
• Customer-centric mindset with a focus on service excellence
• Ability to manage complex issues and make sound decisions under pressure
• Strong analytical and reporting capabilities
  
  

Training

• CRM and client management systems.
• Communication skills development.
• Service excellence and process improvement methodologies.

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