Customer Service Manager jobs in United Arab Emirates

Hasbro MENA FZE is Hasbros distributor for Middle East and North Africa. We are currently recruiting for this position based in the Jumeirah Lakes Towers Free Zone Dubai.

Hasbro MENA is looking for a high-performing Key Account Manager (KAM) to lead and develop our business across key retail and ecommerce accounts in the GCC region. This role is pivotal in shaping and executing customer strategies driving revenue and market share and ensuring flawless execution in alignment with global and regional priorities. The successful candidate will have strong commercial acumen, digital expertise, and a collaborative mindset.

• Develop and implement comprehensive annual business plans for assigned key accounts (online & offline) aligning with Hasbros regional commercial strategy.
• Build and maintain long-term trust-based relationships with key buyers, category managers, and distribution partners across GCC markets.
• Lead annual negotiations to secure terms that meet revenue and profitability goals, ensuring Hasbros brands receive optimal visibility and support.

• Achieve revenue, profitability, and market share targets through structured planning and proactive execution.
• Own and manage the full sales forecasting cycle across key accounts, ensuring accuracy through timely updates in systems such as Logility and other sales planning tools.
• Monitor sales performance, track KPIs, and adapt plans to address market dynamics, demand fluctuations, and customer needs.

• Drive the execution of ecommerce strategies aligned with global brand plans and local market opportunities.
• Collaborate with online retail partners (e.g. Amazon Noon Mumzworld) to secure top placement, manage digital content, and optimize the consumer journey.
• Manage Brand Stores and maintain perfect product pages in line with Hasbros Global e-com standards.

• Design and deliver customer-specific promotional and activation plans in coordination with regional marketing and shopper marketing teams.
• Align promotional calendars and trade marketing investments with brand priorities and business objectives to maximize ROI.
• Utilize data insights to improve promotional effectiveness and refine execution tactics.

• Work closely with the Supply Chain and Demand Planning teams to align customer forecasts with production and inventory plans.
• Proactively manage order fulfillment, inventory availability, and mitigate risks related to overstock or stock-outs.
• Support operational processes such as order management, shipment tracking, and invoicing accuracy.

• Conduct detailed performance analysis using weekly/monthly sales data, market trends, and competitor insights to inform decisions.
• Monitor pricing, assortment, and promotional impact to drive continuous improvement.
• Provide regular business reviews reporting on KPIs, risks, and opportunities to internal stakeholders.

• Liaise closely with Marketing, Finance, Operations, and Legal teams to ensure synchronized account execution and customer support.
• Partner with regional and global brand teams to tailor global initiatives for local implementation.
• Share best practices, support cross-functional projects, and contribute to strategic commercial discussions.

• Manage customer investment budgets, including contractual funding and Joint Marketing Agreements (JMA).
• Ensure all agreements, pricing structures, and trade terms are accurately documented and compliant with internal controls (e.g., SOX requirements).
• Evaluate the ROI of customer investments and recommend optimization strategies.

• Stay abreast of digital commerce trends, retail innovations, and new media opportunities.
• Champion the adoption of new digital tools, platforms, or promotional methods to elevate Hasbros presence and consumer engagement online.
• Identify and pursue new business opportunities within the account portfolio.

• Bachelors degree in Business, Marketing, Economics, or related field; MBA is an advantage.
• Minimum 5 years of experience in Key Account Management, Sales, or Ecommerce within the FMCG or consumer products sector.
• Proven success in delivering business growth in GCC markets.
• Strong data analysis, forecasting, and strategic planning skills.
• Proficiency in ecommerce platforms (e.g. Amazon Vendor Central), CRM, BI tools, and Excel.
• Fluent in English; Arabic is a plus.

• Strategic Thinking: Ability to align account plans with broader company goals and adapt strategies to market changes.
• Commercial Acumen: Strong understanding of trade terms, pricing, and margin management.
• Negotiation & Influence: Skilled in stakeholder management and driving mutually beneficial outcomes.
• Ecommerce Expertise: Deep understanding of digital platforms, retail media, and online merchandising.
• Sales Forecasting & Demand Planning: Accuracy and insight in predicting sales trends and aligning supply.
• Analytical Rigor: Data-driven decision-making and performance tracking.
• Execution Excellence: Ability to lead and execute flawlessly across multiple priorities.
• Team Collaboration: Effective cross-functional engagement and project ownership.

We are an Equal Opportunity / Affirmentive Action Employer

The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position. Shortlisted candidates may be subjects to reference check. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. If you are selected to move forward in our application process and need to request an accommodation, please let your recruiter or coordinator know.

Required Experience:

Manager