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Value Added Services Manager (Industrial)

Ras Al Khaimah Economic Zone (RAKEZ)
Ras Al Khaimah, UAE
Full-time
Mid-Senior
Onsite
Discovered 2 days ago
Value-added services operationsService and portfolio managementPartner relationship managementSLA monitoringKPI reportingCustomer experience

Full Job Posting

Job purpose

Manage operational delivery and performance of RAKEZ value-added services within allocated products.

Focus on service enhancement, partner governance, and frontline enablement to support revenue growth and customer satisfaction.

Monitor compliance with RAKEZ standards, KPIs, partner relationships, and client issues while supporting the wider VAS strategy.

Service development and enablement

  • Refine service offerings using client needs, service performance, and market benchmarks.
  • Prepare customer-friendly service packages with accurate scope, pricing, and deliverables.
  • Support go-to-market plans with Marketing and Commercial teams; prepare FAQs, scripts, and customer journey maps.
  • Deliver training and refresh enablement materials to support accurate positioning and adoption.

Partner and operational performance

  • Manage third-party provider relationships, onboarding, and documentation, ensuring adherence to RAKEZ standards and SLAs.
  • Monitor partner performance, escalate issues, and recommend corrective actions.
  • Track KPIs such as SLA compliance, turnaround times, CSAT/NPS, and complaint resolution.
  • Identify service delivery gaps and support improvements to efficiency and customer experience.
  • Monitor market changes and competitor actions and suggest adjustments for compliance and competitiveness.

Reporting and client experience

  • Prepare reports for the Director on revenue trends, partner performance, and operational risks.
  • Identify improvement and revenue growth opportunities from data insights and support leadership presentations.
  • Escalate and resolve client issues and complaints, and use feedback to inform service improvements.

Qualifications and experience

  • Bachelor’s degree in business administration, marketing, customer experience, or a related field.
  • Five to seven years in product, portfolio, service, or partner management in related value-added services or a customer-facing environment.
  • Hands-on understanding of factory, manufacturing business, or industrial company setup and the end-to-end industrial customer journey.
  • Experience coordinating partners, monitoring SLAs, and supporting service delivery.
  • Proficiency in MS Excel and PowerPoint; familiarity with CRM systems and digital enablement platforms.

Skills and languages

  • Commercial and customer-focused thinking, practical judgment, and understanding of operations and stakeholder management.
  • Ownership and leadership approach; able to work with incomplete information and communicate with executives.
  • Strong analytical, problem-solving, communication, organizational, and prioritization skills; able to work independently across multiple priorities.
  • Fluent English is required; Arabic is desirable.
  • Professional certifications in service management, customer experience, project management, or business management are desirable.

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