Manager - Client Service & Global Program

About This Role

Company Description At QIMA, we are on a mission to offer our clients smart solutions to make products you can trust.

Operating in over 100 countries, we serve the consumer products, food, and life sciences industries and help more than 30,000 brands, retailers, manufacturers, and growers achieve quality excellence.

We combine on-the-ground expertise with digital solutions that bring accuracy, transparency and intelligence for quality and compliance data.

What sets us apart is our unique culture. Our 5,000 Qimates live and make decisions every day by our QIMA Values. With client passion, integrity, and a commitment to making things simple, we disrupted the Testing, Inspection, and Certification industry. Are you ready to hop on this exciting ride with us and help us achieve our mission?

Our Consumer Products Division is dedicated to helping brands, retailers and manufacturers worldwide deliver safe, quality and ethically made products to their consumers. Every day at work, our inspectors, auditors, lab techs, and certification specialists use their expertise to help safeguard the products you use every day in your home: from clothes and footwear to toys and baby products, to electronics, appliances, and furniture.

Job Description The Role in Brief The Manager - Client Service & Global Program will manage the Client Services and Program Department, maintaining a high level of service quality, understanding client needs, and developing strong client relationships, while ensuring compliance with regulatory programs such as SASO, GSO, SFDA, and MOAIT. This role will report directly to the Head of Certification Unit working as part of our Client Service & Program team.

The purpose of QIMA’s Client Service & Program team is to deliver seamless certification experience to our clients by managing key programs and ensuring the highest standards of client satisfaction.

Key Responsibilities Include

• Supervise the Program Management & Client Service Team and ensure continuous monitoring of service quality and operational efficiency.
• Manage and maintain client relationships to enhance the customer service experience, ensuring service quality and efficient operations.
• Identify and seek further business opportunities while developing relationships with new clients.
• Oversee client’s programs and maintain understanding of regulatory program requirements including SASO, GSO, SFDA, and MOAIT.
• Support the Sales Team to resolve client enquiries and problems with consistency and accuracy.
• Handle ad-hoc assignments as required.
• Champion an AI-first mindset by promoting the use of AI tools and technologies in day-to-day operations and encouraging experimentation and adoption of AI-driven solutions to improve efficiency, strengthen processes, and elevate service quality.

Qualifications To succeed in this role, you have:

• Diploma or degree holder in any discipline; Electrical, Chemical, or Mechanical Engineering background is a plus.
• Fluent in written and spoken English; Chinese or Arabic speaking is an advantage and preferable.
• 5+ years of working experience in operations and client service within a certification body; experience in testing laboratory management and in-depth technical knowledge are an advantage.
• Good interpersonal and communication skills.
• Strong problem-solving skills.
• Experience in managing a team, customer service, and client management.
• Self-initiated, independent, and a good team player.
• 5+ years of total experience; experience in certification bodies with team management responsibilities is highly valued.
• Familiarity with regulatory programs such as SASO, GSO, SFDA, and MOAIT is a strong advantage.
• A genuine enthusiasm for Artificial Intelligence and its practical applications in operations, quality control, or client management; experience leveraging AI tools to improve productivity and decision-making is a strong plus.

Additional Information Because our differences make the difference, at QIMA we are proud to promote inclusive diversity and equal opportunities! Our policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

QIMA recognizes and recruits all its talents.