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الوصف الوظيفي

الأدوار والمسؤوليات

Account Management and Strategy

Act as the primary point of contact for key clients, ensuring their needs are met efficiently.

Develop and maintain strong relationships with existing and potential customers.

Address client concerns and work proactively to enhance customer satisfaction.

Identify opportunities for business expansion with existing customers.

Collaborate with the Business Development team to attract new clients.

Monitor trends in the market, customer behavior, and industry shifts; assess how these developments impact tenant operations and long-term sector viability.

Communicate key market insights and potential risks or opportunities to the line manager and executive management, supporting proactive decision-making

Negotiate and manage client contracts in alignment with company policies.

Ensure contractual obligations are met by both the company and clients.

Work closely with legal and finance teams to maintain contract compliance.

Develop and maintain operational standards within the department

Assess tenant lifecycle maturity and propose tailored support or upgrades to retain and expand key accounts.

Develop account development plans for strategic clients to deepen engagement, identify cross-selling opportunities, and drive long-term revenue growth.

Monitor early warning signals in client behavior, feedback, or financials; flag risks to service continuity and propose mitigation plans

Lead root-cause analysis for recurring client issues and recommend structural improvements.

Represent the Account Management function in executive meetings, cross-departmental initiatives, and high-level client forums.

Act as a trusted advisor to internal stakeholders by sharing account insights that influence service delivery, innovation, and policy updates

Develop a strong talent pipeline within the team by identifying high-potential staff and ensuring succession plans are in place for key roles

Leadership

Provide overall direction for the effective achievement of department objectives through leadership of the account management team, including setting individual goals, managing performance, and ensuring the consistent delivery of high-quality service to tenants.

Oversee the work of account managers to ensure client interactions are professional, responsive, and aligned with company standards.

Monitor and guide team performance to maintain quality, consistency, and accountability in all customer-facing processes.

Mentor, coach, and motivate team members, offering feedback and identifying development opportunities to raise capability and service standards-facing processes.

Ensure account managers are equipped with tools, training, and information to deliver excellence in account servicing and relationship management.

Collaborate with the colleagues in the Heads of Departments community, to synergies efforts across SIP Group for the successful achievement of strategic objectives.

In collaboration with functional experts, seek and establish ways to develop talent across SIP Group, championing talent solutions.

Policies, Systems, Processes & Procedures

Design and Improve departmental Systems, Processes & Procedures relating to all relevant stakeholders

Champion the LEAN / Continuous improvement culture within the department

The implementation of departmental policies, systems, processes, procedures and controls covering all areas of department so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.

Responsible for the development and maintenance for business continuity in the department

Drive knowledge sharing and ensure consistent documentation practices across the team

Quality, Health, Safety, & Environment

The compliance of all relevant quality, health, safety and environmental management policies, procedures and controls across the function to guarantee employee safety, legislative compliance, delivery of high-quality products/ services and a responsible environmental attitude.

Innovation & Digitalization

Champion the department digitalization journey

Leverage technology (CRM, others) to enhance accessibility and responsiveness and improve overall efficiencies

Promote digital adoption within the team and integrate automation where applicable to enhance scalability.

Management Reports

Develop and maintain dashboards, reports, and KPIs to track business performance.

Identify gaps in data collection and reporting processes and recommend solutions.

Collaborate with cross-functional teams (Communications, Finance, Strategy, IT) to define data needs.

Incorporate market intelligence and client impact assessments into management reports to inform strategic decisions.

Minimum Requirements

Bachelor s degree in business studies, Commercial Management, Logistics, Industrial Management Studies or a related field.

Minimum of 5 7 years of progressive experience in account management, business development, or commercial roles, preferably within the logistics, port, or free zone sectors.

Proven track record in managing strategic client relationships, commercial negotiations, and driving revenue growth.

Familiarity with port and free zone regulations, trade policies, and commercial operations is highly advantageous.

Solid understanding of contract structures, legal compliance, and client-facing documentation standards.

Experience in using CRM systems and digital tools to manage customer interactions and performance data.

Strong commercial acumen and ability to align client needs with business objectives.