Vice President - Client Success

Role Overview

Vice President - Client Success at Al Ghurair. The role provides strategic and operational leadership for all soft services activities across client locations.

Role Purpose

Lead and manage all soft services projects and operations, including cleaning, housekeeping, pest control, facade cleaning, and related support services. Ensure the highest standards of cleanliness, hygiene, safety, customer satisfaction, operational efficiency, and contractual compliance. Drive service excellence, financial performance, workforce productivity, and continuous improvement while contributing to the company's Business Plan and growth targets.

Key Responsibilities

Service Delivery & Operations

• Lead service delivery excellence for large prestigious client projects.
• Plan, direct, and coordinate activities of designated projects to ensure goals and objectives are accomplished within prescribed timeframes and funding parameters.
• Ensure operational restructuring for efficient project management and uplifting quality of customer services.
• Develop and implement standard operating procedures for cleaning and TFM under center of excellence.
• Execute contractual requirements and handle complexities of clients.
• Mobilize and maintain contractual requirements across all operations.
• Analyze data and suggest solutions to problems to allow for efficiency and quality improvements within the work unit.

Client Relationship Management

• Establish and maintain client relationships to meet company goals within established customer service and budgetary standards.
• Qualify and convert prospects to clients and maintain relationships.
• Ensure timely collection of payments.
• Increase business volume with existing clients.
• Establish relationships with new clients.

Financial & Commercial Performance

• Direct and coordinate the organization's financial and budget activities to fund operations, maximize investments, and increase efficiency.
• Introduce effective budget systems project-wise to track profit and loss.
• Develop and implement marketing and commercial strategy covering all operations to reduce cost.
• Develop cost-saving practices.

Business Development

• Create and implement business development strategies and oversee activities that ensure delivery of contracts to acceptable standards.
• Generate potential business leads and serve both open and closed business opportunities within the UAE FM sector.

Operations Governance & Compliance

• Ensure operational governance and compliance across all client locations.
• Review project proposals or plans to determine timeframe, funding limitations, procedures for accomplishing projects, staffing requirements, and allotment of available resources to various phases.
• Implement Annual HSE Improvement Plan.

Professional Development

• Lead acquisition and achievement of professional accreditation and memberships for disciplines appropriate to the business unit.
• Contribute to the development of the organization and day-to-day operations of the business.

Qualifications & Experience

• Bachelor's Degree in Engineering, Building Maintenance, Facilities Management, or related discipline.
• 20+ years of experience with similar responsibilities in leading organizations in the FM industry in UAE.
• Experience in setting up and developing an FM Services company in the region.
• Demonstrated leadership in FM industry and projects.

Skills & Competencies

• Strategic and operational leadership.
• Project management and planning.
• Financial management and budgeting.
• Client relationship management.
• Business development and sales.
• Data analysis and problem-solving.
• HSE (Health, Safety, and Environment) management.
• Cost optimization and efficiency improvement.
• Contractual management and compliance.
• Workforce productivity management.