Key Account Manager – UAE

Job Title: Key Account Manager

Job Responsibilities:

1. Client Relationship Management

• Client Engagement Rate: Frequency of meetings, communications, and interactions with key clients (emails, calls, in-person or online visits/meetings).
• Client Feedback Score: Measure client perceptions about communication, responsiveness, and professionalism.

2. Client Satisfaction

• Client Satisfaction Score (CSAT): Quantitative measure from client feedback forms or surveys. Scores are typically rated on a scale (e.g., 1-10).
• Net Promoter Score (NPS): Measures client loyalty by asking how likely clients are to recommend the company’s services.
• Client Issue Resolution Time: Average time taken to resolve client queries or concerns.

3. Upselling and Business Growth

• Revenue Growth from Existing Clients: Measure the percentage increase in revenue from upselling and cross-selling efforts.
• Number of Upsell Opportunities Closed: Track how many cross-sell or upsell opportunities have been successfully converted into business.
• Average Deal Size: The average size of the upsell or cross-sell deals executed within a period.

4. Retention and Business Development

• Client Retention Rate: The percentage of clients retained over a period (usually yearly).
• Churn Rate: Measure the percentage of clients lost over a period. A lower churn rate indicates effective retention strategies.
• Lifetime Value (LTV): Total revenue expected from a client over the entire duration of their relationship with the company.
• Number of Referrals from Existing Clients: Clients recommending other businesses is a strong indicator of satisfaction and retention.

5. Market and Industry Knowledge

• Market Intelligence Contribution: How often the Key Account Manager brings useful market and industry insights that influence business strategies or client offerings.
• Client-Specific Market Adaptation: Ability to tailor solutions or strategies to meet evolving client needs based on industry knowledge.

6. Internal Collaboration

• Cross-Department Collaboration Efficiency: Measure the success rate of internal collaborations and how efficiently different teams work together to meet client needs.
• Internal Feedback Score: Feedback from sales, marketing, and product development teams about the effectiveness of the Key Account Manager’s collaboration.

Overall Success Criteria:

• Client Retention Rate: Retain a high percentage of clients by delivering value and proactive service.
• Revenue Growth: Increase revenue from upselling/cross-selling and renewals.
• Client Satisfaction Scores: Ensure consistently high scores through excellent relationship management and service.
• Comprehensive Account Plans: Execute plans that align with both client objectives and company goals

Essential Qualifications:

1. Bachelors Degree / Hospitality Degree from a reputed Institution
2. A minimum of 3-5 years’ experience in a hotel / as a Key Account Manager for a technology company serving the Hotel industry
3. Already based in the UAE (relocation can be considered for exceptional candidates)

Benefits:

1. A young, vibrant and fun work environment
2. Competitive Package
3. Residence Visa and Work Permit
4. Medical Insurance
5. Annual Leave and Return Ticket as per company policy

Due to the high volume of applications, we will only be able to respond to shortlisted applicants. Please ensure you read the Qualification Requirements for this position carefully before applying.