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Global Leader Ecommerce & Last Mile - Customer Success

Location -Dubai  ,United Arab Emirates (AE) 

Job ID -3071

Principal Accountabilities:

  • Lead a team of 10+ Ecommerce Customer Success specialists, in a new centralized setup for the company
  • Have a good experience in Express, Ecommerce &last mile delivery products and excel in customer relationship building
  • Act as the main focal point for escalations. Ensure a solution is provided to each customer. You need to ensure the escalation are not channeled above you hence strong relationships with customers, excellent communication, leadership skills, are key.
  • Lead the performance dialogue internally (mainly with operations) in regards to the overall Aramex service performance. The performance dialogue will evolve around Aramex performance in regards to E-commerce, Express, last mile delivery products.
  • Lead the performance dialogue externally, with strategic customers, based on agreed Service Level Agreements, for above mentioned products.
  • Ability to present and portray performance via analytical, data driven and scientific insights. (dashboards, presentations, analysis)
  • Drive operational excellence and efficiencies projects. Ability to deep dive into processes, identify bottlenecks, eliminate waste and pragmatically implement new ones having a cross functional approach.
  • To liaise and work seamlessly with Operations teams across the region. Be able to challenge, seek improvements, and build SLAs accordingly between Customer Success and Operations.
  • Ensure compliance of teams following SOPs


Key Requirements:

  • Proven track record of achieving excellence across regional Control Towers
  • Very analytical, data driven with strong engineering skills
  • Experience in a fortune 500 company
  • Strong express, ecommerce & last mile delivery product knowledge
  • +4 Years Work Experience in the above mentioned products
  • The role will also require dealing with stations on regional level as well as directly with customers hence communication skills are key.
  • Ability to work independently with little supervision
  • Strong Problem Solving acumen
  • Excellent cross functional skills including Sales, Operations, Invoicing, IT etc.
  • Adept knowledge of MS Office suite and presentation skills
  • Strong people management and mentoring skills
  • Desire and ability to work in a fast-paced, high-growth, entrepreneurial environment
  • Excellent English Verbal & Written skills
  • Education: MBA in Supply Chain/ Logistics or equivalent

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.

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