Operations Manager -MENA Adecco Holding Emirates B.V. (Dubai Branch)

As the Operations Manager, you will play a critical role in driving merchant satisfaction, retention, and growth for company across the MENA region.

Your primary focus will be on managing ongoing merchant relationships, driving product adoption, and ensuring long-term success — while also contributing to onboarding and activation efforts to ensure new restaurants have a seamless go-live experience.

You’ll be the face of the company for Arabic-speaking merchants, working closely with Sales, Onboarding, Product, and Technical teams to deliver a best-in-class experience throughout the merchant lifecycle.

Key Responsibilities

Customer Success & Relationship Management

● Build and nurture strong relationships with restaurant partners to ensure retention, satisfaction, and growth.

● Act as the escalation point of contact for merchants post-go-live, proactively driving adoption of comapny’s products and features.

● Conduct regular business reviews (WBRs/MBRs) to assess performance, share actionable insights, and identify opportunities for upsell or process improvement.

● Partner with Support, Product, and Engineering teams to resolve merchant issues quickly and effectively.

● Identify at-risk accounts early and implement engagement strategies to prevent churn.

● Gather and relay customer feedback to internal teams to help shape product enhancements and service improvements.

Onboarding & Activation

● Support the onboarding process by collaborating with internal teams to ensure a timely go-live.

● Ensure a smooth handover from Sales to Onboarding, and from Onboarding to Customer Success, maintaining continuity for key accounts.

● Provide hands-on assistance and language support for Arabic-speaking merchants during onboarding or go-live discussions when required.

● Identify and communicate recurring onboarding challenges, contributing to process improvement initiatives.

Cross-functional Collaboration

● Work closely with Sales to support pre-sales discussions or merchant meetings where Arabic communication can influence outcomes.

● Collaborate with the Product and Engineering teams to channel field insights into actionable product improvements.

● Act as a cultural and linguistic bridge in merchant communications, ensuring clarity, empathy, and confidence in engagements