Key Account Lead

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.

• 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.

• 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.

• 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.

• 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.

• 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 with in a Free Zone, government-related entity, or regulated environment is highly desirable.

• 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.