Job Profile
The Key Account Lead is responsible for leading the Key Accounts function, ensuring strong financial performance, high customer satisfaction, and effective stakeholder engagement across a portfolio of strategic clients. The role focuses on driving renewals, reducing defaults, strengthening customer relationships, and leading a high-performing team, while supporting the execution of RAKEZ's customer experience and commercial strategy.
This role requires a commercially astute leader who can balance operational excellence with customer-centric delivery in a fast-paced, performance-driven environment.
Core Responsibilities:
Financial & Commercial Performance
- Lead the achievement of financial targets including renewals, on-time renewals, and default reduction.
- Monitor performance metrics, forecasting, and contingency plans to ensure revenue stability.
- Support pricing, retention, and revenue optimisation initiatives for key accounts.
Team Leadership & Capability Building
- Lead, coach, and develop the Key Accounts team to deliver consistent and high-quality customer experiences.
- Conduct regular performance reviews, set clear objectives, and identify training and development needs.
- Foster a collaborative, accountable, and results-oriented team culture.
Customer & Stakeholder Management
- Oversee end-to-end management of key customer relationships, ensuring service excellence and issue resolution.
- Act as an escalation point for complex customer cases and service recovery.
- Build and maintain strong relationships with internal stakeholders, government authorities, and external partners.
- Ensure service delivery aligns with agreed SLAs and governance frameworks.
Strategy, Operations & Continuous Improvement
- Support the implementation of the Key Accounts strategy in line with corporate objectives.
- Ensure consistent use of CRM systems (Salesforce) and adherence to operating models and policies.
- Identify operational gaps and recommend process improvements to enhance efficiency and customer satisfaction.
- Analyse market trends, customer insights, and competitor activity to support informed decision-making.
Candidate Profile:
Qualifications & Experience
- Bachelor's degree in business administration, Marketing, or a related discipline.
- Minimum 4+ years of experience in a senior customer experience, commercial, or key account management role.
- Proven experience in team leadership and performance management.
- Experience within a Free Zone, government-related entity, or regulated environment is highly desirable.
Skills & Competencies
- Strong commercial acumen with the ability to manage revenue, KPIs, and performance targets.
- Excellent stakeholder management, communication, and negotiation skills.
- Customer-centric mindset with a strong focus on service quality and relationship management.
- Strong analytical and problem-solving skills.
- Proficient in CRM systems (Salesforce preferred) and MS Office applications.
- Agile, resilient, and comfortable working in a fast-paced, evolving environment.
- Fluent in English; additional languages are an advantage.
