Summary
Muller & Phipps Middle East is recruiting on behalf of Pedigri Technologies for a Director of Customer Success in Dubai, reporting to the CEO. The role leads strategic customer relationships, key account management, solutions and project management, and customer service for a portfolio of more than 75 global manufacturers across MEA and APAC. Responsibilities include growing accounts, managing tenders and contracts, overseeing onboarding and service transitions, and improving service desk performance. Applicants need a relevant master’s degree or MBA, 12 years of relevant experience including five years leading customer-facing teams, project management certification such as PMP, and professional English with UK and/or European business experience.
The posting
As published on mulphico.com. Pulled from the employer's site and shown as they wrote it.
Role Overview
Dubai, United Arab Emirates | Full-time permanent | Reporting to the Chief Executive Officer
M&P Group Holdings are recruiting on behalf of Pedigri Technologies, one of its group companies, for an experienced, commercially minded Director of Customer Success to lead strategic customer relationships and the service delivery interface across MEA and APAC. You will lead Key Account Management, Solutions and Project Management, and Customer Service, supporting a portfolio of more than 75 global manufacturers.
You will retain and grow customer relationships, convert tenders into profitable contracts and ensure customer commitments become successful implementations and reliable ongoing service.
Responsibilities
• Lead strategic account plans, executive relationships, quarterly business reviews, contract renewals and growth within existing accounts.
• Manage complex tenders and customer solutions, balancing service requirements with margin, cost to serve, compliance and operational feasibility.
• Lead onboarding and service transitions, with clear milestones, go-live approvals and handover to Operations.
• Lead customer service and service desk performance, setting standards for communication, response, escalation and resolution.
• Work closely with Operations, IT, Finance, Trade Compliance and Sales and Marketing to deliver consistent customer experience.
• Build and develop a high-performing team and use performance data to improve service quality and commercial outcomes.
Must-have requirements
• A master’s degree or MBA in Business, Engineering, Supply Chain, Operations Management or a related discipline.
• At least 12 years of relevant B2B account management, service delivery, customer operations, or bid and proposal management experience, including at least five years leading customer-facing teams at department head level or above.
• A strong record managing corporate or manufacturer customers, complex tenders and multi-country service contracts with SLAs and commercial penalties.
- Experience leading customer onboarding, implementation or transition projects and a customer service or service desk function.
- Project management certification such as PMP, plus formal training or certification in Key Account Management, Strategic Account Management or Bid Management.
• Strong professional English communication skills, with proven experience working in UK and/or European business environments and a strong understanding of UK and/or European corporate practices and professional standards.
Experience we value
Service supply chain and logistics, after market and field service operations, technology-enabled services, MedTech, telecommunications or cybersecurity. Experience working with global manufacturers across multi-country B2B service environments is particularly valuable.
The leader we are looking for
You build trust, communicate difficult issues early, and understand operational realities before making commitments. You combine customer focus with commercial discipline, grow existing accounts, and turn commercial wins into controlled, successful go-lives.
How to apply
Please submit your CV and a summary of your experience leading strategic customer accounts, service implementations, and customer-facing teams.