Industrial Value-Added Services Lead

مناطق رأس الخيمة الاقتصادية (راكز); Ras Al Khaimah; On-site; AED 300,000 - 540,000; Full time

Job summary

RAKEZ is seeking a strategic VAS Manager to lead value-added services delivery, performance, and partner governance across the RAKEZ portfolio. You will drive service enhancements, monitor KPIs, and ensure compliance with RAKEZ standards while enabling revenue growth and high customer satisfaction.

In this role you will collaborate with Marketing, Commercial, and external providers, develop enablement tools, manage SLAs, and deliver data-driven insights to the Director.

Qualifications

• Bachelor’s degree in business administration, Marketing, Customer Experience, or related field.
• 5–7 years of experience in product, portfolio, service, or partner management within value-added services or customer-facing environments.
• Hands-on understanding of setting up factories, manufacturing businesses or industrial companies and the end-to-end industrial customer journey.
• Commercial and customer-focused thinking with strong communication skills and leadership ability.
• Proficiency in MS Excel and PowerPoint; familiarity with CRM systems and digital platforms for service enablement.

Responsibilities

• Refine and maintain VAS offerings based on client needs, service performance, and market benchmarks.
• Support the preparation of customer-friendly service packages with clear scope, pricing, and deliverables.
• Collaborate with Marketing and Commercial teams to support go-to-market plans for VAS offerings.
• Prepare enablement tools for frontline teams, including FAQs, scripts, and customer journey maps.
• Deliver training sessions and refresh materials to ensure accurate service positioning and adoption.
• Manage relationships with third-party service providers, ensuring adherence to RAKEZ standards and SLAs.
• Monitor KPIs such as SLA compliance, turnaround times, CSAT/NPS, and complaint resolution.
• Prepare structured performance reports for the Director, highlighting revenue trends and operational risks.
• Act as escalation point for client issues and ensure timely resolution and high customer satisfaction.

Skills

Portfolio management

Partner management

Stakeholder management

Analytical skills

MS Excel

PowerPoint

CRM systems

Communication skills

Leadership

Multitasking

Education

Bachelor’s degree in business administration

Related field degree (Marketing / Customer Experience)

Professional certifications in service management

Professional certifications in customer experience

Tools

MS Excel

PowerPoint

CRM platforms

Digital enablement platforms

Job description

RAKEZ is seeking a strategic VAS Manager to lead value-added services delivery, performance, and partner governance across the RAKEZ portfolio. You will drive service enhancements, monitor KPIs, and ensure compliance with RAKEZ standards while enabling revenue growth and high customer satisfaction.

In this role you will collaborate with Marketing, Commercial, and external providers, develop enablement tools, manage SLAs, and deliver data-driven insights to the Director.