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 FreezoneAccount Management and StrategyAct 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-makingNegotiate 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 departmentAssess 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 plansLead 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 updatesDevelop a strong talent pipeline within the team by identifying high-potential staff and ensuring succession plans are in place for key rolesInnovation & DigitalizationChampion the department digitalization journeyLeverage technology (CRM, others) to enhance accessibility and responsiveness and improve overall efficienciesPromote digital adoption within the team and integrate automation where applicable to enhance scalability. Customer ExperienceInstill 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 gapsLead periodic service quality reviews and implement corrective actions as needed to uphold customer satisfactionEnsure 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 ReportsDevelop 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. LeadershipProvide 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 & ProceduresThe 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, & EnvironmentThe 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 RequirementsBachelor’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 skillsDemonstrated 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.