Head of Commercial & Service Excellence

  • Full time
  • Limassol, Cyprus
  • @OneCare Solutions posted 2 weeks ago
  • Posted : 18/11/2023 -Accepting applications

Job Detail

  • Job ID 14395
  • Remote Job No
  • Career Level Senior
  • Experience 5 Years +

Job Description

Overall Purpose of the Role:

  • To manage organizational commercial matters and ensure service excellence across all sectors of the business.
  • To support and identify new business opportunities, including new products and services, leading to commercialization.
  • Analyze client data and create reports to identify areas of business growth.
  • Manage client relationships, map the key client needs and align a holistic and proactive approach across the various departments to ensure improved service delivery and client experience.


  • Responsible for the commercial management of product development and services.
  • Responsible for teams working to win new business, to explore new avenues of activity and to seek out opportunities in order to help OneCare and OnLearn to develop and grow.
  • Financial management of projects and risk assessments.
  • Compiling tenders and bids to win new business.
  • Negotiating contracts and liaising with legal for finalizing contractual agreements.
  • Look to strategically improve procedures by reviewing and developing operational process flows for streamlined organizational performance.
  • Organize periodical customer service review meetings in collaboration with the relevant departments.
  • Identify key client needs and expectations, produce and coordinate service deliverables into action plans and actions across relevant departments.
  • Liaise closely with all department managers to ensure client satisfaction, achievable actions, and deadlines are captured.
  • Work closely with internal and external stakeholders to ensure service excellence based on service level agreements.
  • Monitor Key Clients progress and escalate any issues that risk the business expansion or risk of losing business.
  • Promote OneCare and OneLearn capabilities and services to Group Companies and collaborate with Group colleagues for cross-selling opportunities.
  • Update CRM in a timely manner for directly owned business opportunities.
  • To take responsibility of any other coherent responsibilities as they are defined by Management.


  • Undergraduate degree in Business Management, Shipping or related fields.
  • At least 10 years relevant managerial experience and adequate experience in customer facing roles while engaging with senior stakeholders.
  • Strong negotiation and project management skills.
  • Understanding of customer development processes.
  • Creative thinker, capable of delivering innovative client solutions, from concept to implementation.
  • Able to lead a diverse and remote team members.
  • Ability to effectively manage conflicting needs of stakeholders.
  • Excellent communication skills both as a team player and as an individual, to senior management level
  • Highest personal integrity standards, a positive outlook and be self-motivated to develop & succeed.
  • Ability to travel on a regular basis based on needs.
  • Microsoft Office experience, including Excel and Power Point.


  • MBA or Master’s degree in related field.
  • Previous experience in the maritime industry, with focus on the human capital dimensions of wellbeing and learning.

Required skills

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