Summary
AD Ports Group is seeking a Customer Success Manager for its digital marketplace in Abu Dhabi. The role leads onboarding and relationship management for B2B buyers and partners, owns customer satisfaction and escalations, and develops localized engagement and go-to-market strategies across Africa and MENA. Responsibilities include building and managing distributed customer success teams and sharing customer feedback with Product and Tech. Applicants should have a bachelor’s degree in a related field and at least 8 years of relevant experience; English is mandatory, and Arabic is listed among the language skills.
The posting
As published on adportsgroup.com. Pulled from the employer's site and shown as they wrote it.
Leads marketplace growth by acquiring and supporting buyers across Africa and MENA, ensuring trust, satisfaction, and long-term adoption. Owns customer lifecycle management, escalations, and localized engagement strategies.
Responsibilities
Key Responsibilities
• Lead onboarding and relationship management for B2B buyers and partners
• Define and execute go-to-market and marketing strategies in target markets
• Build, train, and manage localized customer success teams
• Own customer satisfaction, escalations, and trust-building mechanisms
• Provide structured feedback loops into Product and Tech for continuous improvement
• Min 8 years in customer success, sales, or account management in digital platforms or logistics
• Strong background in emerging markets, especially Africa/MENA
• Proven success in building scalable onboarding and support models
• Experience leading distributed teams across multiple geographies
• Thinking: Market foresight, cultural fluency, customer insight-driven
• Results: Clear orientation to adoption, retention, and customer satisfaction
• People: Strong communicator, trust-builder, empathetic leader
• Self: Resilient, adaptable to fast-changing environments
• Tools: CRM Tools
Leadership Priorities
• Build trusted customer base in launch markets
• Establish playbooks and frameworks for onboarding and engagement
• Set customer trust as a visible leadership priority across the organization
• Verified buyer onboarding (MENA/Africa): Target ≥ 100 per country in 3 months
• Activation rate (onboarded to inquiry): Target ≥ 40%
• First support response time: Target ≤ 12 hours
• Issue resolution time: Target ≤ 24 hours
• Buyer trust score/NPS: Target ≥ +40
• Buyers reordering within 30 days: Target ≥ 30%
Qualifications
Educational and Technical Qualifications:
Graduate with 8-10 Years of Experience in a similar role and a bachelor degree in a related field
Language Skills:
English is mandatory, Arabic
Years of Experience:
Minimum 8 years of experience
Nature of Experience:
TBD