Cargoz, UAE's leading warehousing marketplace, seeks a Manager for Customer Retention focusing on key enterprise accounts. This role drives customer satisfaction, warehouse partner relationships, timely payments, and team leadership for repeat business.
Role Overview
The position involves deep warehousing operations knowledge to deliver win-win solutions for large enterprise clients and warehouse partners. Responsibilities center on relationship management, escalations, invoicing/collections, and operational oversight. Success requires balancing customer needs with partner interests while ensuring SLAs and KPIs like inventory accuracy and turnaround times.
Key Responsibilities
Lead a team of operations executives and account managers to achieve customer success and repeat business goals. Oversee end-to-end customer lifecycle for key accounts, including invoicing, payment collections, and credit control. Act as an escalation point for issues, conduct regular account reviews, and ensure CRM/ERP documentation. Collaborate with warehouse partners on operations (inbound/outbound, ambient/chilled/frozen) to meet SLAs and propose improvements. Monitor KPIs, build rapport with stakeholders, and drive process enhancements for retention.
Required Qualifications
5-8 years in logistics/warehousing/supply chain, with hands-on operations exposure. Proven key account management in 3PL/4PL or marketplace models. Strong skills in invoicing, collections, escalations, and enterprise stakeholder handling. Bachelor's in Business, Supply Chain, or related; familiarity with WMS/ERP systems preferred.
Preferred Skills
Leadership in high-volume, 24/7 warehouse environments. Excellent communication, problem-solving, and negotiation for win-win outcomes. Experience in UAE/GCC logistics market dynamics.