Senior Manager Business Support

Business Unit Purpose:

Linencraft is the region's leading provider of industrial laundry services, processing over 500,000 linen and garment pieces daily. The business serves a diverse customer base, including more than 45 airline clients, 85 hospitality and healthcare customers, four institutional clients, 24 dedicated laundry outlets, and multiple hotels' on-premises laundries. Operating in a high-volume, time-sensitive, and quality-critical environment, Linencraft manages complex laundry processes, dry cleaning, and logistics workflows to deliver exceptional service.

Job Purpose:

To drive Linencraft's growth strategy by leading the Sales, Account Management, and Customer Care functions. The role is responsible for designing and executing strategic sales initiatives, forecasting, managing budgets, and implementing targeted marketing activities. By building profitable customer relationships, securing new business, and enhancing service delivery, the position plays a critical role in strengthening Linencraft's market presence and ensuring customer loyalty.

Key Result Areas:

• Develop and execute strategic sales plans to identify opportunities, achieve revenue targets, and optimise sales performance through continuous monitoring and forecasting.
• Conduct market research and competitor analysis to identify industry trends, anticipate opportunities, and strengthen Linencraft's market positioning.
• Establish and manage customer feedback systems to generate actionable insights for service enhancement and improved customer satisfaction.
• Build and sustain strong customer relationships through regular engagement, negotiations, and solution-driven interactions.
• Design and implement business development campaigns aimed at retaining high-value clients while securing new revenue streams across key sectors.
• Lead, coach, and mentor sales and customer care teams to enhance negotiation skills, client handling, and achievement of sales objectives.
• Set departmental goals and foster cross-functional collaboration to address customer issues and enhance service quality.
• Negotiate commercial terms and agreements with clients, ensuring profitability and alignment with service excellence standards.
• Oversee post-sales operations, including order processing, invoicing, dispatch, and delivery, ensuring a seamless customer experience.
• Drive marketing and retention initiatives, implementing.

Job Context:

Linencraft operates in a high-volume, fast-paced environment, processing over 500,000 pieces daily for diverse customers across airline, hospitality, healthcare, and institutional sectors. The business requires operational agility and excellence to meet customer expectations and drive growth. The Senior Manager Business Development plays a pivotal role in expanding Linencraft's client base, securing long-term partnerships, and delivering innovative solutions that strengthen customer satisfaction and loyalty. The role demands a strong background in B2B sales, a customer-first mindset, and in-depth knowledge of hospitality and laundry operations.

Knowledge, Skills & Minimum Experience:

Education:

• Bachelor's degree in Hotel Management, Business Administration, or related field with expertise in Housekeeping/Rooms Management (mandatory)
• Master's degree in Business Administration, Sales, or Marketing (preferred)

Work Experience:

• Minimum 8 years of progressive experience in operations, customer service, and B2B sales, with at least 5 years in a senior management role
• Proven track record in developing and executing business development strategies, securing new contracts, and managing key accounts
• Experience leading cross-functional teams to deliver customer onboarding, service delivery, and account management
• In-depth knowledge of laundry operations, service-level agreements (SLAs), and customer satisfaction metrics
• Exposure to linen leasing models and contract management, including negotiation with legal teams
• Strong industry network across the hospitality and healthcare sectors

Skills

• Excellent communication, presentation, and interpersonal skills
• Strong leadership and team management abilities
• Advanced sales and negotiation expertise in B2B environments
• Proficiency in CRM platforms (preferably Salesforce)
• Ability to build and sustain long-term client relationships
• Valid UAE Driving Licence (mandatory)
• Multilingual capabilities (advantageous, especially common UAE market languages)
• Strong collaboration skills with the ability to work across functions in high-pressure environments