Customer Relationship Manager

At Bag the Future, relationships are not a function — they are the foundation. As our Client Relationship Manager, you will be the face of the company to our most important stakeholders: our clients. You will own a defined portfolio of B2B accounts across the UAE, serving as the primary point of contact from order confirmation through to fulfilment and beyond. You will ensure every client feels heard, valued, and confident in our ability to deliver. This is a role for someone who takes genuine pride in service excellence — someone who does not wait to be chased but proactively stays ahead of client needs, anticipates issues before they arise, and consistently goes the extra mile to protect and grow the relationships entrusted to them.

KEY RESPONSIBILITIES

Account Ownership & Client Servicing

• Own and manage a portfolio of assigned B2B accounts across the UAE, serving as the single point of contact post order confirmation
• Build trusted, long-term relationships with client stakeholders — from procurement and operations to senior management
• Proactively communicate order status, timelines, and any potential delays or issues, ensuring clients are always informed
• Resolve client queries, complaints, and escalations swiftly and professionally, always prioritising client satisfaction

Order & Fulfilment Coordination

• Act as the internal bridge between the client and cross-functional teams (operations, logistics, sales, and finance) to ensure seamless order execution
• Track all open orders within your portfolio, flagging risks early and coordinating internally to maintain delivery commitments
• Manage the end-to-end post-order client journey, including documentation, approvals, and delivery confirmation

Retention & Growth

• Identify opportunities to deepen existing relationships through value-added service, account reviews, and timely commercial conversations
• Monitor account health and flag at-risk clients proactively to the commercial team
• Support renewal conversations and contribute to upsell and cross-sell opportunities in partnership with the Sales Manager

Reporting & CRM Hygiene

• Maintain accurate and up-to-date records of all client interactions, orders, and correspondence in the CRM system
• Provide regular account status updates and client feedback to internal stakeholders
• Contribute to the development of service standards, SOPs, and client experience improvements

Desired Candidate Profile

• 5+ years of experience in B2B account management, client servicing, or customer relationship management

• Prior experience in the GCC market, with a strong understanding of the regional business culture and client expectations

• Demonstrated track record of managing and retaining a portfolio of accounts independently

• Excellent written and verbal communication skills in English; Arabic is an advantage

• Strong ability to manage multiple accounts and priorities simultaneously

• Proficiency in CRM tools and MS Office

  Preferred

  • Background in a product-led business — packaging, FMCG, trading, hospitality supplies or related sectors
  • Experience working in a start-up or scale-up environment where agility and initiative are valued
  • A genuine interest in sustainability, eco-friendly products or purpose-led businesses