Customer Relationship Manager

Job Description

REQUIREMENTS

• 5+ years of experience in B2B account management, client servicing, or customer relationship management
• Prior experience in the GCC market, with a strong understanding of the regional business culture and client expectations
• Demonstrated track record of managing and retaining a portfolio of accounts independently
• Excellent written and verbal communication skills in English; Arabic is an advantage
• Strong ability to manage multiple accounts and priorities simultaneously
• Proficiency in CRM tools and MS Office
  Preferred
  • Background in a product-led business — packaging, FMCG, trading, hospitality supplies or related sectors
  • Experience working in a start-up or scale-up environment where agility and initiative are valued
  • A genuine interest in sustainability, eco-friendly products or purpose-led businesses

RESPONSIBILITIES

Account Ownership & Client Servicing

• Own and manage a portfolio of assigned B2B accounts across the UAE, serving as the single point of contact post order confirmation
• Build trusted, long-term relationships with client stakeholders — from procurement and operations to senior management
• Proactively communicate order status, timelines, and any potential delays or issues, ensuring clients are always informed
• Resolve client queries, complaints, and escalations swiftly and professionally, always prioritising client satisfaction

Order & Fulfilment Coordination

• Act as the internal bridge between the client and cross-functional teams (operations, logistics, sales, and finance) to ensure seamless order execution
• Track all open orders within your portfolio, flagging risks early and coordinating internally to maintain delivery commitments
• Manage the end-to-end post-order client journey, including documentation, approvals, and delivery confirmation

Retention & Growth

• Identify opportunities to deepen existing relationships through value-added service, account reviews, and timely commercial conversations
• Monitor account health and flag at-risk clients proactively to the commercial team
• Support renewal conversations and contribute to upsell and cross-sell opportunities in partnership with the Sales Manager

Reporting & CRM Hygiene

• Maintain accurate and up-to-date records of all client interactions, orders, and correspondence in the CRM system
• Provide regular account status updates and client feedback to internal stakeholders
• Contribute to the development of service standards, SOPs, and client experience improvements

Are you interested in this position?

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