Director Customer Success

Muller & Phipps Middle East; Dubai; On-site; AED 500,000 - 800,000; Full time

Job summary

Pedigri Technologies in Dubai seeks an experienced Director of Customer Success to lead strategic customer relationships and the service delivery interface across MEA and APAC. You will lead Key Account Management, Solutions and Project Management, and Customer Service for a portfolio of 75+ global manufacturers.

You will retain and grow customer relationships, convert tenders into profitable contracts, and ensure successful implementations and reliable ongoing service.

Qualifications

• Masters degree or MBA in Business, Engineering, Supply Chain, Operations Management or a related discipline.
• At least 12 years in B2B account management, service delivery, or bid management, incl. 5+ years leading customer-facing teams.
• Strong track record managing multi-country contracts with SLAs and penalties.
• Experience leading onboarding, implementation, or transition projects and a service desk.
• PM certification (PMP) and training in KAM/Strategic Account or Bid Management.
• Excellent English communication with UK/European business exposure.

Responsibilities

• Lead strategic account plans, executive relationships, quarterly reviews, renewals and growth.
• Manage tenders and solutions balancing service, margin, and cost to serve.
• Oversee onboarding and handover to Operations with clear milestones and go-live approvals.
• Direct customer service and service desk standards for communication, response, escalation, and resolution.
• Collaborate with Operations, IT, Finance, Trade Compliance, and Sales to ensure a consistent customer experience.
• Build a high-performing team and use performance data to improve service quality and commercial outcomes.

Skills

Key Account Management

Customer Success Leadership

Solution & Project Management

Service Delivery

Bid Management

Team Leadership

English Communication

Education

Master's degree or MBA

PMP Certification (or equivalent)

Tools

PMP Certification

Job description

Role Overview

Dubai, United Arab Emirates | Full-time permanent | Reporting to the Chief Executive Officer

M&P Group Holdings are recruiting on behalf of Pedigri Technologies, one of its group companies, for an experienced, commercially minded Director of Customer Success to lead strategic customer relationships and the service delivery interface across MEA and APAC. You will lead Key Account Management, Solutions and Project Management, and Customer Service, supporting a portfolio of more than 75 global manufacturers.

You will retain and grow customer relationships, convert tenders into profitable contracts and ensure customer commitments become successful implementations and reliable ongoing service.

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

Must-have Requirements

• A 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.
• A 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.
• Project management certification such as PMP, plus formal training or certification in Key Account Management, Strategic Account Management or Bid Management.
• Strong professional English communication skills, with proven experience working in UK and/or European business environments and a strong understanding of UK and/or European corporate practices and professional standards.

Experience We Value

Service supply chain and logistics, after market and field service operations, technology-enabled services, MedTech, telecommunications or cybersecurity. Experience working with global manufacturers across multi-country B2B service environments is particularly valuable.

The leader we are looking for

You build trust, communicate difficult issues early, and understand operational realities before making commitments. You combine customer focus with commercial discipline, grow existing accounts, and turn commercial wins into controlled, successful go-lives.