
Account Management Lead
3 weeks ago
Sohar, Sultanate of Oman | Posted on 05/22/2025
- Major or specification: Business, Management, Marketing, and Related Support Services
- Nationality: Omani
- Country: Sultanate of Oman
SOHAR Port and Freezone is a deep-sea port and freezone in the Sultanate of Oman, managed by SOHAR Industrial Port Company (SIPC), a 50:50 joint venture between the Port of Rotterdam and the Sultanate of Oman.
Job DescriptionAccount 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.
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.
- Ensure account managers are equipped with tools, training, and information to deliver excellence in account servicing and relationship management.
- Collaborate with colleagues in the Heads of Departments community to synergize 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.
Systems and Processes
- Design and improve departmental systems, processes, and procedures relating to all relevant stakeholders.
- Champion the LEAN / Continuous improvement culture within the department.
- Implement departmental policies, systems, processes, procedures, and controls covering all areas of the department to ensure legislative compliance and high-quality service delivery.
- Develop and maintain business continuity plans for the department.
- Drive knowledge sharing and ensure consistent documentation practices across the team.
- Ensure compliance with all relevant quality, health, safety, and environmental policies, procedures, and controls to guarantee employee safety, legislative compliance, and environmental responsibility.
Innovation & Digitalization
- Champion the department's digitalization journey.
- Leverage technology (CRM and others) to enhance accessibility, responsiveness, and overall efficiency.
- Promote digital adoption within the team and integrate automation where applicable to enhance scalability.
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.
- Ensure timely preparation of management reports and progress updates for senior management.
Customer Experience
- Instill a customer-first mindset within the account management team.
- Hold account managers accountable for delivering high-quality customer experiences and addressing systemic service gaps.
- Lead service quality reviews and implement corrective actions to uphold customer satisfaction.
- Define and monitor key customer experience metrics (e.g., response time, resolution rate, satisfaction scores).
- Translate client feedback into service and operational improvements.
- Lead Voice of the Customer initiatives and advocate for client-driven improvements.
- Address systemic issues impacting customer experience, such as billing and onboarding processes.
- 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 related roles, preferably within logistics, port, or free zone sectors.
- Proven track record in managing strategic client relationships, negotiations, and revenue growth.
- Familiarity with port and free zone regulations, trade policies, and commercial operations is highly advantageous.
- Solid understanding of contract structures, legal compliance, and client-facing documentation standards.
- Experience with CRM systems and digital tools for managing customer interactions and performance data.
- Strong commercial acumen and ability to align client needs with business objectives.
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