Job Title Senior Client Relationship & Sales Executive

ABOUT PURE PEPTIDES & APEX PHARMA

Pure Peptides is a premium brand operating under Apex Pharma, a Dubai-based manufacturing company. We supply peptide products to clinics, hospitals, doctors, resellers, and direct consumers across the UAE and internationally. All products are supplied strictly for research purposes only.

We have an established client base with strong existing relationships. This role is the in-house anchor of the commercial team — the senior, experienced person on the ground in Dubai who owns those relationships and drives revenue.

THE PURPOSE OF THIS ROLE

The company has an established and growing client base. Those relationships currently sit with one person who is transitioning out. This hire exists to absorb those relationships, protect them, and grow them — while also being the senior in-house presence that the virtual commercial team works alongside.

This is not a cold outreach role. This is a relationship management and revenue growth role. The clients already exist. The job is to make them feel valued, keep them buying, handle any issues professionally, and identify opportunities to grow each account.

KEY RESPONSIBILITIES

Client Relationship Takeover & Management

• Execute a full, structured handover of all existing client relationships from the outgoing team member
• Introduce yourself to every existing client professionally and establish the new point of contact clearly
• Maintain and deepen existing client relationships — the goal is zero client loss during transition
• Be the senior in-house point of contact for all established clients
• Understand each client's history, preferences, order patterns, and any outstanding matters
• Maintain detailed client records in the CRM — updated after every interaction

Sales & Account Growth

• Manage inbound client enquiries via WhatsApp and email — respond promptly and professionally
• Identify upsell and cross-sell opportunities within the existing client base
• Follow up on dormant accounts and re-engage lapsed clients
• Work with Jez on sales process improvements and pipeline management
• Contribute to monthly revenue targets — track performance and report to Jez weekly
• Support the onboarding of new clients handed over from the B2B sales team

Communication Channels

• Primary client communication via WhatsApp and email — professional, prompt, and on-brand at all times
• All finance-related client queries — payment confirmations, invoice questions, pricing — handled via email only, not phone or WhatsApp
• Phone calls reserved for escalations and relationship-critical conversations only
• All client communications logged in the CRM within 24 hours
• Response time standard: WhatsApp within 2 hours, email within 4 hours during business hours

Customer Complaints & Escalations

• Own all customer complaints — receive, acknowledge, investigate, and resolve
• Acknowledge every complaint within 1 hour of receipt
• Resolve complaints at your level where possible — escalate to Jez or COO only when necessary
• Log every complaint with full detail — what happened, what was done, and the outcome
• Identify recurring complaint patterns and report to Jez with a recommended fix
• Turn complaints into retention opportunities — a well-handled complaint builds loyalty

Virtual Team Coordination

• Work closely with Jez (Sales Ops) and Algeen (Customer Support) who are both virtual
• Act as the in-house senior anchor — the virtual team feeds into you and you coordinate on the ground
• Attend weekly commercial team check-in — report on client status, pipeline, and complaints
• Support Algeen with any client queries that require senior or in-person escalation
• Share client intelligence with the virtual team — what clients are saying is valuable for everyone

WHAT WE ARE LOOKING FOR

• Minimum 3 years in client relationship management, account management, or senior sales
• **Proven track record managing an existing