Account Management Lead

Serve as the primary point of contact for senior management of existing Port and Freezone tenants and potential investors. Support the Deputy Vice President – Commercial in implementing the commercial strategy for assigned markets, aligned with the organization’s overall objectives. Build and maintain strong relationships with client’s senior decision-makers to ensure sustained investment, customer retention, and long-term growth within the Port and Freezone

Account Management and Strategy

• Act as the primary point of contact for key clients, ensuring their needs are met efficiently.
• Develop and maintain strong relationships with existing and potential customers.
• Address client concerns and work proactively to enhance customer satisfaction.
• Identify opportunities for business expansion with existing customers.
• Collaborate with the Business Development team to attract new clients.
• Monitor trends in the market, customer behavior, and industry shifts; assess how these developments impact tenant operations and long-term sector viability.
• Communicate key market insights and potential risks or opportunities to the line manager and executive management, supporting proactive decision-making
• Negotiate and manage client contracts in alignment with company policies.
• Ensure contractual obligations are met by both the company and clients.
• Work closely with legal and finance teams to maintain contract compliance.
• Develop and maintain operational standards within the department
• Assess tenant lifecycle maturity and propose tailored support or upgrades to retain and expand key accounts.
• Develop account development plans for strategic clients to deepen engagement, identify cross-selling opportunities, and drive long-term revenue growth.
• Monitor early warning signals in client behavior, feedback, or financials; flag risks to service continuity and propose mitigation plans
• Lead root-cause analysis for recurring client issues and recommend structural improvements.
• Represent the Account Management function in executive meetings, cross-departmental initiatives, and high-level client forums.
• Act as a trusted advisor to internal stakeholders by sharing account insights that influence service delivery, innovation, and policy updates
• Develop a strong talent pipeline within the team by identifying high-potential staff and ensuring succession plans are in place for key roles

Innovation & Digitalization

• Champion the department digitalization journey
• Leverage technology (CRM, others) to enhance accessibility and responsiveness and improve overall efficiencies
• Promote digital adoption within the team and integrate automation where applicable to enhance scalability.

Customer Experience

• Instill a customer-first mindset within the account management team.
• Hold account managers accountable for delivering a consistent, high-quality customer experience, addressing any systemic service gaps
• Lead periodic service quality reviews and implement corrective actions as needed to uphold customer satisfaction
• Ensure all processes and policies align with delivering exceptional customer value.
• Define and monitor key CX metrics (e.g., response time, resolution rate, satisfaction scores)
• Hold account managers accountable for delivering consistent and exceptional client experiences.
• Translate client feedback into service enhancements and operational improvements.
• Lead Voice of the Customer efforts and advocate internally for client-driven improvements.
• Address systemic issues impacting CX (e.g., billing, onboarding, support).

Management Reports

• Develop and maintain dashboards, reports, and KPIs to track business performance.
• Identify gaps in data collection and reporting processes and recommend solutions.
• Collaborate with cross-functional teams (Communications, Finance, Strategy, IT) to define data needs.
• Incorporate market intelligence and client impact assessments into management reports to inform strategic decisions.
• Integrate market intelligence and client impact assessments into regular reporting to inform strategic planning.
• Ensure that all departmental reports, completed timely and comply with SIP Group’s policies and standards.
• Timely preparation of periodical management reports and progress reports to keep the senior management informed about the progress of various initiatives and to facilitate decision-making.

Leadership

• Provide overall direction for the effective achievement of department objectives through leadership of the account management team, including setting individual goals, managing performance, and ensuring the consistent delivery of high-quality service to tenants.
• Oversee the work of account managers to ensure client interactions are professional, responsive, and aligned with company standards.
• Monitor and guide team performance to maintain quality, consistency, and accountability in all customer-facing processes.
• Mentor, coach, and motivate team members, offering feedback and identifying development opportunities to raise capability and service standards-facing processes.
• Ensure account managers are equipped with tools, training, and information to deliver excellence in account servicing and relationship management.
• Collaborate with the colleagues in the Heads of Departments community, to synergise efforts across SIP Group for the successful achievement of strategic objectives.
• In collaboration with functional experts, seek and establish ways to develop talent across SIP Group, championing talent solutions.

Policies, Systems, Processes & Procedures

• The implementation of departmental policies, systems, processes, procedures and controls covering all areas of department so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.

Quality, Health, Safety, & Environment

• The compliance of all relevant quality, health, safety and environmental management policies, procedures and controls across the function to guarantee employee safety, legislative compliance, delivery of high quality products/service and a responsible environmental attitude.

Minimum Requirements

• Bachelor’s degree in business studies, Commercial Management, Logistics, Industrial Management Studies or a related field.
• Minimum of 5–7 years of progressive experience in account management, business development, or commercial roles, preferably within the logistics, port, or freezone sectors.
• Proven track record in managing strategic client relationships, commercial negotiations, and driving revenue growth.
• Familiarity with port and freezone regulations, trade policies, and commercial operations is highly advantageous.
• Solid understanding of contract structures, legal compliance, and client-facing documentation standards.
• Experience in using CRM systems and digital tools to manage customer interactions and performance data.
• Strong commercial acumen and ability to align client needs with business objectives.
• Skilled in contract negotiation, revenue optimization, and stakeholder alignment.
• Ability to analyze business and customer data to generate strategic insights and drive decision-making.
• Strong leadership capabilities, including team supervision, coaching, and performance management.
• Excellent communication and interpersonal skills, with the ability to engage and influence at all organizational levels.
• Collaborative mindset with strong stakeholder engagement and coordination skills
• Demonstrated ability to resolve conflicts, manage client escalations, and handle complex challenges effectively.
• Skilled in managing and improving operational processes with a focus on quality, efficiency, and customer satisfaction.
• Commitment to continuous improvement and innovation in service delivery.