Key Account Manager

Roles and responsibilities

1. Client Relationship Management

• Building Strong Relationships: Developing and maintaining long-term, trusting relationships with key clients, understanding their business goals and needs.
• Client Retention: Fostering loyalty and reducing churn by ensuring clients are happy, addressing their concerns, and offering timely solutions to their problems.
• Regular Communication: Ensuring frequent and meaningful communication with clients to check in on their satisfaction, proactively resolve any issues, and keep them informed about new products or services.
• Customer Advocacy: Acting as the client's advocate within your company, ensuring that their needs and concerns are communicated clearly to the appropriate teams (e.g., product development, customer support).

2. Sales & Business Development

• Upselling & Cross-selling: Identifying and capitalizing on opportunities to sell additional products or services that add value to the client’s business. This requires a deep understanding of the client’s goals and challenges.
• Contract Renewals & Negotiations: Managing renewals of contracts with key accounts and negotiating terms that benefit both parties, ensuring profitability while meeting client expectations.
• Sales Forecasting: Forecasting account growth and sales potential, and creating strategies to maximize account revenue over time.
• New Business Opportunities: Identifying potential areas for growth within existing accounts and creating new opportunities that drive incremental revenue.

3. Account Strategy & Planning

• Account Planning: Developing tailored account strategies for each key account, aligning the company’s resources and offerings with the client’s business objectives.
• Strategic Growth: Understanding the client’s business model, market, and challenges in order to propose customized solutions that align with their long-term goals.
• Goal Setting & Metrics: Setting clear goals for each key account, including revenue targets, service milestones, and customer satisfaction metrics, and tracking progress toward those goals.
• Account Mapping: Mapping out the client’s organizational structure and identifying key decision-makers to build relationships with in order to expand influence within the account.

4. Problem-Solving & Conflict Resolution

• Addressing Issues: Proactively identifying potential problems that could impact client satisfaction and taking the initiative to resolve them before they escalate.
• Escalation Management: Being the point of contact when issues arise, ensuring that they are resolved swiftly and to the client’s satisfaction.
• Negotiating Solutions: Working with internal teams (e.g., product, support, logistics) to address client issues or requirements, ensuring a smooth resolution and maintaining a positive client experience.

5. Collaboration & Cross-Functional Coordination

• Internal Collaboration: Collaborating with internal teams (e.g., sales, customer service, product management, finance) to ensure the successful delivery of services or products and to align efforts in achieving client objectives.
• Team Leadership: Leading or working closely with internal teams to execute strategies that support key account goals and ensuring client needs are met in a timely and effective manner.
• Knowledge Sharing: Sharing key insights about client needs and market trends with other parts of the business to drive product or service improvements.

Desired candidate profile

This role will be based from the Dubai regional HQ and will oversee commercial operations across Eastern Europe and emerging markets. The Key Account Manager will be responsible for the monitoring of sales targets, including sell-in and sell-out, partner relationship management and driving revenue objectives for assigned accounts. Additionally, the Key Account Manager will negotiate commercial contracts, monitor all KPIs and stock levels providing summary reports with agreeable actions. One of the main priorities of this role will be to communicate effectively on behalf of the brand and manage relationships with cross functional teams across different geographies and time zones.

To be considered for this role, the candidate must have experience working in a similar commercial position for at least 5 years, ideally with a Global Retail Brand. The role requires strong commercial acumen, analytical skills and excellent communication and negotiation skills. Our client is looking for someone very proactive and capable of working with a high level of autonomy with strong team collaboration skills. Fluency in Russian is a requirement for this role due to the travel involved to native speaking markets.