Account Manager

About the role

CNX is hiring an Account Manager in Dubai (CommerCity, property BCB2 515) to lead a team of Team Leaders and Brand Ambassadors. The role drives performance, ensures Client Service Level Agreements and financial targets are met, and delivers a seamless, high-quality client experience. It is a full-time position.

Key responsibilities

• Analyze and maintain Client Service Level Agreements and implement improvement plans
• Maximise revenue through data collection for billable and non-billable hours, forecasting and budgeting
• Select, train, develop and manage direct reports, including planning and assigning work in line with company policy and legal requirements
• Review operational reports such as attendance adherence, PFP, client scorecard and metrics management reports
• Build and strengthen relationships with client partners and attend business reviews with clients
• Provide leadership, run regular one-on-ones and give ongoing coaching to direct reports
• Create a positive work environment, resolve employee relations issues professionally and take part in cross-functional meetings with Training, HR, Quality, WFM and TA to drive continuous improvement
• Evaluate staffing needs with input from Business Development and Clients and adjust accordingly

Required profile

• Experience in a Luxury Customer Relations Centre
• Background in customer service in premium environments (retail, hospitality, luxury preferred)
• Associate's degree in a related field with more than seven years of experience, including at least two years of progressive management experience, preferred
• Demonstrated ability to coach, mentor and give direction to a team, and to analyse and improve work processes
• Excellent written and verbal communication, able to present to internal and external audiences
• Ability to organise and prioritise in a fast-paced, deadline-driven environment and to work under pressure
• Willingness to work a flexible schedule