Customer Success & Operations Specialist

CUSTOMER SUCCESS & OPERATIONS SPECIALIST

Full time - Dubai (UAE) - On site

BE WTR is a fast-growing scale up company based in Switzerland & UAE, with operations in +10 countries and counting.

At BE WTR we are committed to helping build a more sustainable future by developing and marketing the most Premium & Sustainable water brand. Our unique, Swiss-developed, patented technologies, such as ultrafiltration and fully automated, fully circular, glass bottling and capping allows us to offer leading hotels and restaurant still & sparkling water that represents the best choice to consumers.

No transport, no single use materials, no pollutants no microparticles. Just great tasting water.

As a key partner of premium hospitality and gastronomy players in the tourism hubs such as Paris, London, Dubai, Shanghai, Geneva, Marrakesh, Montreal, etc, … BE WTR is also a member of 1% for the Planet and B Corp certified. Our multicultural team is passionate about customer focus, innovation, and development.

In the context of our rapid growth, we are currently looking for a Customer Success & Operations Specialist to ensure client retention, satisfaction, and loyalty across both B2B and B2C segments, as well as support our Business operations in the UAE.

This person will integrate an ambitious and engaged team, reporting to UAE Managing Director.

YOUR MISSION

Customer Success & Client Experience - 60%

• Act as the primary point of contact for BE WTR customers and partners, ensuring a seamless and premium experience throughout onboarding, daily operations, support, and follow-up.
• Support both B2B hospitality clients and B2C consumers by managing inquiries, quotations, service requests, contracts, stock counts, maintenance coordination, and customer communications, while proactively identifying opportunities to improve satisfaction, retention, and loyalty.
• Serve as the Voice of the Customer by gathering feedback, monitoring customer touchpoints, identifying improvement opportunities, and coordinating solutions with Sales, Operations, Finance, and Technical teams.
• Build long-term relationships with customers and represent BE WTR's premium and sustainable brand values with professionalism, responsiveness, and care.

Commercial & CRM Support - 20%

• Ensure accurate maintenance of Salesforce and customer records.
• Qualify inbound leads and coordinate their allocation to the relevant Business Development Manager.
• Support customer onboarding and follow-up activities to ensure successful implementation and adoption of BE WTR solutions.
• Identify renewal opportunities, potential upselling initiatives, and customer retention actions in collaboration with the commercial team.

Operations/ Administration - 20%

Administration, Finance & Office Coordination

• Support invoicing, payment follow-up, customer account administration, and coordination with the Finance department.
• Maintain organized customer, supplier, and employee records while ensuring administrative processes are completed accurately and on time.
• Assist with office administration, procurement, supplier coordination, and general office management activities.

Supply Chain & Operational Coordination

• Coordinate customer-related stock counts, deliveries, maintenance planning, and service requests with the Operations Planner and technical teams.
• Support inventory visibility and communication between customers, commercial teams, and operations to ensure smooth execution.
• Assist with supply chain coordination and administrative follow-up related to BE WTR and TYW activities.

HR & Team Support

• Support onboarding, employee documentation, leave administration, and HR coordination activities.
• Contribute to maintaining a positive, organized, and collaborative working environment.
• Assist management with internal coordination and special proje