Senior Officer Logistics Customer Management

NationalxNetwork (NXN); Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading logistics firm in Dubai is seeking an experienced professional to manage customer lifecycle management. The ideal candidate will have a strong background in data analysis and customer experience strategies. Responsibilities include overseeing onboarding, engagement, and retention processes while leveraging analytics to improve customer satisfaction. A bachelor's degree and 5-7 years of relevant experience are required.

Qualifications

• 5-7 years of progressive experience in customer lifecycle management in 3PL, FMCG, Ecommerce or Retail industries.
• Professional certifications in Customer Experience (CX), CRM, Six Sigma, or Data Analytics are an advantage.

Responsibilities

• Manage the full customer lifecycle including onboarding, ongoing engagement, retention and renewal.
• Monitor and analyze key performance indicators (KPIs) such as Net Promoter Score (NPS) and customer satisfaction (CSAT).
• Leverage automation, AI, and data-driven tools to enhance customer interactions.

Skills

Customer lifecycle management

Data analysis

Process improvement

Stakeholder collaboration

Education

Bachelor’s degree in business administration or Logistics/Supply chain management

Tools

CRM systems

Job description

Provide seamless customer experience across NXN’s logistics by managing onboarding, engagement, retention and renewals of customers while leveraging data and cross‑functional collaboration to optimize the customer journey and inform strategic decision‑making.

Strategy, Policy and Procedure

• Implement initiatives that enhance customer satisfaction and loyalty, while reducing churn and increasing customer lifetime value.
• Identify and implement process improvements to enhance efficiency, accuracy, and service quality in customer management.
• Adhere to departmental policies, processes, and standard operating procedures to maintain compliance and governance consistency.
• Deal with sensitive and confidential information related to work with discretion to protect the interests of the 7X.

Customer Lifecycle Management

• Manage the full customer lifecycle including onboarding, ongoing engagement, retention and renewal to ensure a seamless and consistent experience.
• Gather feedback during critical touchpoints and implement improvements to elevate the customer journey.
• Act as the “voice of the customer” in strategic planning discussions to ensure decisions are customer centric.
• Recommend and drive continuous improvement initiatives based on insights, feedback and market best practices.
• Proactively analyze risks or customer concerns and support mitigation strategies.

Customer Insights

• Monitor and analyze key performance indicators (KPIs) such as Net Promoter Score (NPS), customer satisfaction (CSAT), churn rate and Multiproduct Yield Ratio.
• Conduct deep‑dive analysis of customer data, behaviors, and feedback to uncover pain points and improvement opportunities.
• Translate insights into actionable recommendations for leadership and cross‑functional teams.

AI & Automation

• Leverage automation, AI, and data‑driven tools to enhance customer interactions and streamline support processes.
• Stay updated on industry trends in customer experience, logistics support, and digital engagement.

Synergies with Stakeholders

• Partner with IT and Product teams to optimize CRM systems and customer support platforms for better tracking, personalization, and engagement.
• Collaborate with Sales, Marketing, and Operations teams to ensure consistent messaging, smooth handoffs and aligned customer initiatives.

Reports

• Prepare regular reports and dashboards summarizing customer trends, engagement metrics and operational insights for leadership review.

Other Tasks

• Perform any other responsibilities relating to this job request or work task as allocated by the Line Manager.

Qualifications and Knowledge

• Bachelor’s degree in business administration or Logistics/Supply chain management or any related field.
• Professional certifications in Customer Experience (CX), CRM, Six Sigma, or Data Analytics are an advantage.

Experience

• 5-7 years of progressive experience in customer lifecycle management in 3PL, FMCG, Ecommerce or Retail industries.