Strategic Accounts Customer Care Manager- Dubai

3 weeks ago


Dubai, United Arab Emirates CMACGM Full time

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

The Strategic Accounts Customer Care Manager role, based in Dubai regional office, is a functional extension of the Head of Strategic Accounts Customer Care in HO organization, part of the global customer care network. The Strategic Accounts Customer Care Manager will take full ownership of the activities of the strategic accounts managed by the regional office/agency customer care network.

This position reports to the Regional Customer Care Manager.

As a customer care business owner, the incumbent will be responsible to drive the effectiveness of the customer care strategy defined for the strategic accounts management in the region & be responsible for functionally managing customer requirements with the regional / agency customer care network.

The Incumbent will also work closely with HO Strategic Accounts Customer care, HO/RO Strategic Accounts commercial network, and other stakeholders to effectively implement the RACI model and achieve ease of doing business for our customers.

**Responsibilities**:

- Escalation point for agencies for operational and customer care issues affecting all strategic accounts/customers in Dubai Region.
- Achievement & continual improvement of operational KPIs and performance for strategic accounts (reporting to HO)
- Developing & maintaining effective communication channels and escalation mechanisms b/w strategic customers & CMA CGM
- Assisting the Strategic Accounts sales team in creating and maintaining the customer SOPs
- Improvement actions and initiatives basis root cause analysis of strategic customer issues and feedback
- Strategic Account dedicated NPS TPS deployment and action plan follow-up.

**Key Accountabilities/Duties**:

- Assist global/regional key account management team in the tender process and coordinate to provide inputs for customer care/service delivery topics as required.
- Timely assist global/regional key account management team in the creation of customer SOPs and responsible to disseminate the same within the network. Ensuring regular reviews of the SOPs and harmonization/reduction of customer exceptions to facilitate process simplification and automation capabilities.
- Ensure operational readiness to meet the strategic customer's SOP requirements & implementation of the SOP within the agency/GBS organizations.
- Manage operational performance for the strategic accounts in the region, monitor KPIs on a regular basis, and initiate root-cause analysis and corrective actions for non-performance and operational issues.
- Coordinate with the key account management team to organize and participate in quarterly/monthly business reviews and represent the customer care organization.
- Manage day-to-day operational follow-ups and escalations for all service delivery issues, organizing effective communication and information visibility for the strategic accounts.
- Timely communication of service changes, operational issues, and market advisories to all concerned stakeholders within the customer’s organization.
- Taking the lead to facilitate/promote new opportunities, inland solutions, value-added services, and E-Business solutions to customers.
- Follow-up and timely closure of invoice disputes in coordination with concerned stakeholders.
- Coordinate with responsible parties for legal/claims issues and timely resolution.

**Requirements**:

- University degree holder.
- 10 years of managerial expertise, ideally in leading customer care teams in the logistics / maritime domain.
- Demonstrable results in customer experience management for large/corporate accounts.
- Good communicator with strong analytical and decision-making skills.
- Flair for attracting and developing talent & managing direct and indirect teams.
- Ability to build strong and effective working relationships with peers across the network.


  • Customer Care Operations Manager Jobs in Dubai PMI

    Found in: Whatjobs AE C2 - 2 weeks ago


    dubai, United Arab Emirates Philip Morris International Full time

    1- Customer Care Operations ManagerJob: Full TimeLocation: Dubai, UAEDescription:As a Customer Care Operations Manager, you will have a pivotal role to lead the deployment and execution of the IQOS Customer Service strategy to deliver a multi-channel service offering and outstanding Customer Service Centre model across multiple GCC markets.Job...

  • Customer Care Operations Manager Jobs in Dubai PMI

    Found in: Talent AE 2A C2 - 3 weeks ago


    Dubai, United Arab Emirates Philip Morris International Full time

    1- Customer Care Operations ManagerJob: Full TimeLocation: Dubai, UAEDescription:As a Customer Care Operations Manager, you will have a pivotal role to lead the deployment and execution of the IQOS Customer Service strategy to deliver a multi-channel service offering and outstanding Customer Service Centre model across multiple GCC markets.Job...

  • Customer Care Operations Manager Jobs in Dubai PMI

    Found in: Whatjobs AE C2 - 2 weeks ago


    dubai, United Arab Emirates Philip Morris International Full time

    1- Customer Care Operations ManagerJob: Full TimeLocation: Dubai, UAE Description: As a Customer Care Operations Manager, you will have a pivotal role to lead the deployment and execution of the IQOS Customer Service strategy to deliver a multi-channel service offering and outstanding Customer Service Centre model across multiple GCC markets. Job...


  • Dubai, United Arab Emirates D Luxe Car Care Full time

    Ensuring the successful and effective management of the operations of D Luxe Car Care, along with managing the needs of the stakeholder. The Operations Manager is expected to analyze space and employee requirements and monitor process workflow, and to ensure that a safe and healthy work environment is maintained. - Design, manage and improve strategic and...


  • Dubai, United Arab Emirates Home care nurse Dubai Full time

    Home care nurses in Dubai provide essentialmedical servicesin the comfort of patients' homes. With a focus on quality and personalized care, they cater to diverse needs, reduce hospital readmissions, and enhance patient satisfaction. Their compassion and professionalism make a significant impact on the healthcare system. **Job Types**: Full-time,...

  • Patient Support

    3 days ago


    Dubai, United Arab Emirates Novo Nordisk Full time

    Patient Support & Customer Care Manager **Category**:Project Management & Agile**Location**:Dubai, Dubai, AE- Does your motivation come from challenges and working in a dynamic environment? Do you thrive in a working environment where close collaboration with key stakeholders and strategic alignment is essential? Do you have a can-do attitude with...

  • Strategic Account Manager

    Found in: Talent AE C2 - 2 weeks ago


    Dubai, United Arab Emirates Snaphunt Full time

    The OfferOpportunities for high-achieving members, with no rules around where, when, how, or how oftenJoin a market leader within Insurance BrokerFlexible working optionsThe JobYou will be responsible for : Efficiently manage day-to-day escalations pertaining to (but not limited to) claims, endorsements, pre-approvalsCommunicate effectively with clients...

  • Customer Care Manager

    Found in: Whatjobs AE C2 - 2 weeks ago


    dubai, United Arab Emirates Chalhoub Groups Full time

    Responsibilities:• Hire and train a strong Customer Care team with a strong sense of urgency and outstanding customer service skills• Coordinate with the team members to ensure full coverage during leaves, sales and ensuring multi-language support• Analyze data and provide insights to improve the Customer Care strategy for the organization•...

  • Customer Care Manager

    Found in: Whatjobs AE C2 - 2 weeks ago


    dubai, United Arab Emirates Chalhoub Groups Full time

    Responsibilities:• Hire and train a strong Customer Care team with a strong sense of urgency and outstanding customer service skills• Coordinate with the team members to ensure full coverage during leaves, sales and ensuring multi-language support• Analyze data and provide insights to improve the Customer Care strategy for the organization•...


  • Dubai, United Arab Emirates Omnicell Full time

    Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically transform the way they manage medications, so they can achieve the vision of the Autonomous Pharmacy. Thousands of hospitals, pharmacies, skilled nursing facilities and care homes trust Omnicell to provide continuous...


  • dubai, United Arab Emirates AstraZeneca Full time

    Acute Care Project Manager Jobs in Dubai | AstraZeneca CareersJob Responsibilities:Develop deep understanding of needs and perceptions of key partners, to identify and prioritize accounts in the assigned territories.Work with cross-functional team to develop strategies and plans for high priority accounts to meet targets, align to brand strategy &...

  • Car Care Manager

    2 weeks ago


    Dubai, United Arab Emirates menzerna car care Full time

    To join immediately We are looking for car care manager center. Experience in the same field is must. Only Arabic Speaker SEND CV BY WHATSAPP : 0504497360 Ability to commute/relocate: - Dubai: Reliably commute or planning to relocate before starting work (required)

  • Strategic Account Manager Jobs In Dubai UAE | Bayzat

    Found in: Talent AE 2A C2 - 3 weeks ago


    Dubai, United Arab Emirates Bayzat Full time

    Strategic Account Manager Jobs In Dubai UAE | BayzatFor More Top Organization Jobs Click HereKnown as the Work Life Platform, Bayzat is one of the leading employee benefits SaaS platforms that is on a constant mission to make a world-class employee experience accessible to every company. We are redefining the way work works for the better, making automated...

  • Strategic Account Manager Jobs In Dubai UAE | Bayzat

    Found in: Whatjobs AE C2 - 2 weeks ago


    dubai, United Arab Emirates Bayzat Full time

    Strategic Account Manager Jobs In Dubai UAE | BayzatFor More Top Organization Jobs Click HereKnown as the Work Life Platform, Bayzat is one of the leading employee benefits SaaS platforms that is on a constant mission to make a world-class employee experience accessible to every company. We are redefining the way work works for the better, making automated...

  • Acute Care Project Manager Jobs in Dubai | AstraZeneca Careers

    Found in: Talent AE 2A C2 - 3 weeks ago


    Dubai, United Arab Emirates AstraZeneca Full time

    Acute Care Project Manager Jobs in Dubai | AstraZeneca CareersJob Responsibilities:Develop deep understanding of needs and perceptions of key partners, to identify and prioritize accounts in the assigned territories.Work with cross-functional team to develop strategies and plans for high priority accounts to meet targets, align to brand strategy &...


  • Dubai, United Arab Emirates L'Oreal Full time

    **GENERAL DESCRIPTION** Be the privileged interlocutor of clients within the Customer Service and ensure the complete execution of the order-to-cash cycle. **DUTIES AND RESPONSIBILITIES** - Establish a personalized relationship with the client in order to optimize the service level, but also with commercial, finance, supply chain teams to ensure smooth...

  • Customer Care Representative

    Found in: Whatjobs AE C2 - 2 weeks ago


    dubai, United Arab Emirates Siemens Dubai Full time

    The job posting is outdated and position may be filledResponsibilities :• Contribute to improve interfaces and process in alignment with Business Manager and other stakeholders• Responsible for Mailbox, answering customer calls and other standard duties of a Customer care representative.• Responsible for Hit Rates targets• Close interaction with...

  • Strategic Account Manager Jobs In Dubai UAE 2023 | Boeing

    Found in: Whatjobs AE C2 - 1 week ago


    dubai, United Arab Emirates Boeing Full time

    Strategic Account Manager Jobs In Dubai UAE 2023 | BoeingFor More Top Organization Jobs Click HereDescription:How we got to where we are today, and the reason we will continue to thrive, is by hiring best-in-class talent and building a culture that allows people to be the truest, most authentic, and unpretentious versions of...


  • dubai, United Arab Emirates AstraZeneca Full time

    Acute Care Project Manager Jobs in Dubai | AstraZeneca Careers Job Responsibilities: Develop deep understanding of needs and perceptions of key partners, to identify and prioritize accounts in the assigned territories. Work with cross-functional team to develop strategies and plans for high priority accounts to meet targets, align to brand strategy &...

  • Customer Care Representative

    Found in: Whatjobs AE C2 - 2 weeks ago


    dubai, United Arab Emirates Siemens Dubai Full time

    The job posting is outdated and position may be filled Responsibilities :• Contribute to improve interfaces and process in alignment with Business Manager and other stakeholders• Responsible for Mailbox, answering customer calls and other standard duties of a Customer care representative.• Responsible for Hit Rates targets• Close interaction with...