Customer Solutions Manager

NEOM is an accelerator of human progress and a vision of what a new future might look like. A region in northwest Saudi Arabia on the Red Sea, NEOM is being built from the ground up to include hyperconnected, cognitive cities, ports, next-generation infrastructure and industries, enterprise zones, research centers, sports and entertainment venues and tourist destinations.

As a destination, it will be a home for people who dream big and want to be part of building a new model for exceptional livability, creating thriving businesses and reinventing environmental conservation.

As a workplace, it is a place for people who share our core values of care, curiosity, diversity, passion, respect, and becoming a catalyst for change.

Are you ready to help NEOM find solutions to the world’s most pressing challenges? Are you prepared to create a lasting legacy that benefits generations to come? Then we want to hear from you!

ROLE OVERVIEW

The Customer Solutions Manager is responsible to lead and empower a high-performing customer service team dedicated to providing exceptional service to port users. Develop and implement strategies that enhance customer satisfaction, loyalty, and retention within the port environment. Champion a collaborative approach, fostering strong relationships with internal and external stakeholders. Ensure the efficient and timely resolution of customer inquiries, complaints, and requests related to port services.

REQUIREMENTS SUMMARY

• Knowledge of data analysis and reporting tools.
• Capability to identify inefficiencies and areas of improvement in existing processes.
• Excellent communication and interpersonal skills, with the ability to engage effectively with a wide range of stakeholders.
• High attention to details to ensure the processes are optimized.
• Ability to build and sustain strong relationships with internal and external stakeholders.
• Competence in negotiating with stakeholders to achieve mutually beneficial outcomes.
• Flexibility to adjust engagement strategies based on changing circumstances or feedback.
• Ability to lead and influence others to achieve desired outcomes.
• Uphold ethical standards in all stakeholder interactions and communications.

ROLE COMPETENCIES & ACTIVITIES

The Customer Solutions Manager's responsibilities will include, but not be limited to:

Stakeholder Management

• Recruit, hire, train, and coach a customer solutions team with comprehensive knowledge of port operations.
• Set clear performance goals, provide ongoing feedback, and conduct performance reviews to ensure high standards.
• Foster a supportive and motivating work culture that empowers team members to excel.
• Create and implement customer service policies, procedures, and standards aligned with best practices in port operations.
• Monitor and analyze customer interactions to identify and act on areas for improvement in service offerings.
• Establish and track key performance indicators (KPIs) and service level agreements (SLAs) to measure success.
• Oversee the efficient management of customer inquiries, complaints, escalations, and special requests, ensuring timely resolutions.
• Work with departments like Finance, Operations, and Planning to resolve cases efficiently.
• Build strong relationships with internal departments to ensure seamless customer service.
• Act as the bridge between customers, commercial, operations, and government teams to promote collaborative problem-solving.
• Ensure policies, procedures, and updates are effectively communicated to the customer service team and relevant stakeholders.
• Maintain open channels with customers, addressing their concerns promptly and professionally.
• Use customer feedback to identify trends and opportunities for enhancing service delivery.
• Develop strategies to boost customer loyalty and retention in the competitive port industry.
• Collaborate with the commercial team to create insights that inform port-wide strategies.
• Manage projects that align with departmental goals and contribute to the port's overall success.
• Track and report on key customer service metrics, including customer satisfaction, resolution rates, turnaround times, and container handling efficiency.
• Use data analysis to pinpoint areas for improvement and develop solutions to enhance port operations.

Culture and Values

• Embrace NEOM’s culture and Values.
• Act with honesty and integrity by following best practices, and upholding the robust standards and expectations set out in NEOM’s Code of Conduct.
• Maintain fair, ethical and professional work practices in accordance with NEOM’s Values and Code of Conduct.
• Adhere to NEOM’s Policies, procedures, and controls to ensure compliance with rules.

EXPERIENCE & QUALIFICATIONS

• 7+ years of professional experience in a customer service leadership role, preferably within the Port industry.
• Proven track record of success in improving customer satisfaction and loyalty within a complex, multi-stakeholder environment.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced, dynamic, and demanding port environment.
• Proficient in Microsoft Office Suite and customer service software (CRM).
• Have good command of both written and spoken English.
• In-depth knowledge of port operations, shipping procedures, and relevant regulations is a plus.
• Experience dealing with customers in KSA/GCC is a plus.