Client Success Manager in Jeddah

Brand partners is a company owned by IPC “International Partners Company”. Brand Partners core objective is the commitment to execution excellence in merchandising, activation & route to market. Therefore, being the preferred business partner within the Saudi Market is Brand Partners’ Vision which will be achieved by providing an added-value services to all its clients. We are looking for a “Client Service Manager” to look after our current & potential partners in respect to all merchandising services. The Client Success manager will be the key point of communication between the Client and Brand Partners Stakeholders “Operations, System developers, Finance partners, Data Analysis & Client Service Dept.” The ideal candidate should be expert in communication & negotiation in addition to problem solving & data analysis. He should be well organized & has an advanced time management skill.

Main Responsibilities:

1. Managing Client Success Team with their Accounts assigned as per the business/ service cluster

2. Understanding of Brand Partners company profile, vision, mission, services added-value and competition

3. Provide qualitative feedback and assessment client’s satisfaction level

4. Manage current Clients taking into consideration internal business factors such as: “Sales turnover, Profitability, company profile, year of partnership, expansion opportunities etc..”

5. Identify Clients’ pain areas and develop creative/ valuable solutions

6. Draft/Update Clients’ SLAs “Service Level Agreement” based on internal clients’ common interest, competition changing trends & industry needs

7. Build long-term relationship with all clients by delivering outstanding customer service & enhancing trust with all Clients’ internal stakeholders

8. Communicate Clients’ trade issues with Brand Partners operations team to ensure execution excellence

9. Follow up and review clients’ action plan provided by operations to ensure objectives adherence and client satisfaction with the result.

10. Coordinate with Brand partners’ information system department to ensure that each client is getting his tailored KPI’s reporting with the required wiring

11. Address the suitable automated solutions for Brand Partners existing and potential Clients based on their needs and Brand Partners system capabilities

12. Frequently enhance Clients”/Accounts’ Data on BP Automated System (MSL, SKU’s details, Photos, Planogram, Wiring & reporting)

13. Business development with the current clients by exploiting potential merchandising and activation opportunities

14. Prepare Business Reviews presentations with related clients to highlighted their business SWOT based on their actual trade KPI’s analysis

15. Conduct system KPI’s random check and data audit based on business needs, Clients specific requests or concerns and management orders

16. Responsible for Brand Partners’ Automation system training for all related client’s senior management

17. Accountable for all contractual matters with the related clients such as: ” Business Agreement Renewals, Projects Proposals & SLA’s update”

18. Ensure best implementation of the management decisions that elevate Brand Partners services quality

19. Follow up overdue payments with the assigned parties for the related Accounts

Preferred Qualifications:

– Education: Bachelor’s degree in business administration (Marketing is preferrable)

– Years of Experience: Minimum of 5 years’ managerial experience in FMCG or Retail

– Language: Excellent Command of Arabic & English, both spoken & written

– Competent user of all Microsoft Office (Advanced level in Excel is preferrable)

– Communication & Presentation Skills

– Time Management & Problem-Solving skills

– Analytical thinking- Data driven

– Customer- Oriented

– Flexibility