Commercial Lead

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

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 synergies 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

• Design and Improve
  departmental Systems, Processes & Procedures relating to all relevant
  stakeholders
• Champion the LEAN /
  Continuous improvement culture within the department
• 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.
• Responsible for the
  development and maintenance for business continuity in the department
• Drive knowledge sharing and ensure consistent documentation practices
  across the team

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/ services and a
  responsible environmental attitude.

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.

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.

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).

• 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 free zone sectors.
• Proven track
  record in managing strategic client relationships, commercial negotiations, and
  driving 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 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.