Director Customer Success

About the role

Pedigri Technologies, recruited by M&P Group Holdings, is hiring a Director of Customer Success in Dubai to lead strategic customer relationships and the service delivery interface across MEA and APAC. The role covers Key Account Management, Solutions and Project Management, and Customer Service, supporting a portfolio of more than 75 global manufacturers. It reports to the Chief Executive Officer.

Key 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 a consistent customer experience.
• Build and develop a high-performing team and use performance data to improve service quality and commercial outcomes.

Required profile

• 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.
• 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.
• Proven experience in UK and/or European business environments and understanding of UK and/or European corporate practices.

Required skills

• Project management certification such as PMP.
• Formal training or certification in Key Account Management, Strategic Account Management or Bid Management.
• Strong professional English communication skills.
• Experience in service supply chain and logistics, after market and field service operations, technology-enabled services, MedTech, telecommunications or cybersecurity is valued.

To apply, candidates submit their CV and a summary of their experience leading strategic customer accounts, service implementations and customer-facing teams.