Customer Service Manager

About Us:

Emirates Leisure Retail (ELR) and Maritime & Mercantile International (MMI), subsidiaries of the Emirates Group, are industry leaders committed to world-class service and exceptional customer experiences. ELR operates over 300 outlets worldwide featuring renowned brands like Costa Coffee and Pret A Manger, while MMI is a global powerhouse in beverage distribution and retail, serving 30+ countries. As a trusted supplier of premium beverages, MMI offers an extensive selection of fine wines, spirits, and specialty drinks through its vast network.

The Role

Manage the Customer Service team and oversee customer service process of approx. 6000 to 6500 order transactions per month for all markets (excluding retail), which make up approx. 80% of the company’s total revenue, and support with enquiries and escalated Customer Issues. Oversee and coordinate New Business and Company expansion and implement agreed SOPs.

Key Responsibilities

• Continually improve effective process flow for receiving orders from customers for the Customer Service team members to process and ensure communication to the Supply Chain team for timely delivery.
• Deliver high-quality customer service and build customer satisfaction and loyalty
• Drive customer service-related projects that contribute to the success of sales and service delivery on behalf of the team, and ensure to maximize the utilization of our resources available
• Implement department structure, procedures, best practices, and training to improve performance, and utilization of our resources for better results in service and efficiency.
• Maintain and develop archiving systems for both order/transactional paperwork and customer incident data for learning, quality, and service improvement.
• Continuously gather feedback from customers through telephonic conversations, face-to-face meetings, structured satisfaction surveys, etc., and provide input to internal customers for efficient processing of orders, improving processes, achieving superior customer service levels/quality standards, and increased productivity

Required Skills and Qualifications:

• At least 8 years in the F & B industry of which 5+ years in Sales/Customer Service
• Bachelor's degree in business administration, marketing, communication, or a related field.
• Good working knowledge of on-trade business/F & B Industry / Logistics
• Proven experience managing a multicultural team
• Strong operational background and skills
• Able to work independently and has strong decision-making skills.
• Excellent communication, interpersonal, and leadership skills.
• Ability to work under pressure and handle multiple tasks and deadlines

Desirable Skills & Experience

• WSET qualified
• Sound knowledge of Order Processing activities/inventory systems
• Degree qualified
• Previous working experience in telesales/logistics/distribution

Why Join Us?

Join a market-leading premium beverage business where customer experience truly matters. At MMI, you’ll have the opportunity to lead and elevate service standards, work with iconic global brands, and collaborate with diverse teams in a fast-paced, growth-driven environment that values ownership, innovation, and career progression.

How to apply

Click ‘Apply’ to join our team.