Value Added Services Manager (Industrial)

JOB PURPOSE:The VAS Manager is responsible for managing the operational delivery and performance of RAKEZ’s value-added services, within the allocated products. The role focuses on service enhancement, partner governance, and frontline enablement to support revenue growth and customer satisfaction. The role ensures compliance with RAKEZ standards, monitors KPIs, manages partner relationships, and resolves client issues. The VAS Manager collaborates with internal stakeholders and external providers to maintain service quality, implement improvements, and support go-to-market initiatives, contributing to RAKEZ’s overall VAS strategy.CORE RESPONSIBILITIES:Service Enhancement and Portfolio Development:Assist in refining and maintaining VAS offerings based on client needs, service performance, and market benchmarks.Support the preparation of customer-friendly service packages by ensuring accurate documentation of scope, pricing, and deliverables.Go-to-Market and Enablement:Collaborate with Marketing and Commercial teams to support go-to-market plans for VAS offerings.Prepare enablement tools for frontline teams, including FAQs, scripts, and customer journey maps.Deliver training sessions and refresh materials to ensure accurate service positioning and adoption.Partner Relationship Management:Manage relationships with third-party service providers, ensuring adherence to RAKEZ standards and SLAs.Support partner onboarding activities and maintain accurate documentation. Monitor partner performance against agreed SLAs and escalate issues to the Director for resolution.Escalate issues and recommend corrective actions to maintain service quality and client satisfaction.Operational Performance Monitoring:Track and report on KPIs such as SLA compliance, turnaround times (TAT), CSAT/NPS, and complaint resolution.Identify gaps in service delivery and support the implementation of improvements to enhance efficiency and customer experience.Monitor market changes and competitor actions; suggest adjustments to maintain compliance and competitivenessReporting and Analysis:Prepare structured performance reports for the Director, including revenue trends, partner performance, and operational risks.Highlight opportunities for service improvement and revenue growth based on data insights.Support leadership presentations with accurate and timely information.Client Experience and Issue Resolution:Act as the point of escalation for client issues related to VAS offerings.Ensure timely resolution of complaints and maintain high standards of customer satisfaction.Capture client feedback and feed insights into service improvement initiatives.QUALIFICATIONS, EXPERIENCE, & SKILLSBachelor’s degree in business administration, Marketing, Customer Experience, or a related field.Professional certifications in service management, customer experience, project management, or business management are desirable.5–7 years of experience in product, portfolio, service, or partner management within related value-added services products or a customer-facing environment. Hands-on understanding of setting up factories, manufacturing businesses or industrial companies and the end-to-end industrial customer journey.Commercial and customer-focused thinking.Ability to prioritize and make practical recommendations.Understanding of execution, operations and stakeholder management.Ownership and leadership approach.Ability to work with incomplete information and make clear assumptions.Executive communication and ability to respond to challenge.Experience in partner coordination, SLA monitoring, and service delivery support.Proficiency in MS Excel and PowerPoint for reporting and analysis. Familiarity with CRM systems and digital platforms for service enablement. Strong analytical and problem-solving skills.Ability to work independently and manage multiple priorities in a fast-paced environment. Excellent communication skills for internal coordination and client interaction. Detail-oriented with strong organizational skills. Fluent in English (Arabic desirable).