Account Management Manager

About the role

An experienced Account Management Manager is sought to lead strategic client relationships, strengthen customer engagement and drive client satisfaction and retention. The successful candidate will lead the Account Management function, oversee key client portfolios, ensure effective service delivery and grow business through strong stakeholder relationships.

Key responsibilities

• Develop and implement account management strategies, including client segmentation, prioritisation and account planning.
• Lead and strengthen relationships with strategic clients, key accounts and senior stakeholders.
• Oversee client engagement activities, business reviews and relationship management initiatives.
• Manage client queries, service requests, escalations and cross-functional issue resolution.
• Monitor client satisfaction, engagement, retention risks and renewal matters.
• Identify commercial growth, partnership, promotional and ecosystem engagement opportunities.
• Coordinate with internal departments on client requirements and service matters.
• Establish and monitor KPIs such as customer satisfaction, NPS, SLA performance and retention; prepare management reports, account dashboards and risk assessments.
• Lead, coach and manage the Account Management team.

Required profile

• Bachelor's degree in Business Administration, Management or a related discipline; a Master's degree or professional qualification is preferred.
• Minimum 6 years of relevant experience in account management, key account management, client servicing, tenant relations or customer success.
• At least 2 years of supervisory or team leadership experience preferred.
• Proven experience managing strategic client relationships, service escalations and cross-functional stakeholder engagement.
• Experience in real estate, free zones, government-related entities, media or regulated environments is an advantage.

Required skills

• Strategic account management and client relationship and stakeholder management
• Client retention and satisfaction, commercial awareness
• Conflict resolution and escalation management
• Data analysis and performance reporting
• Leadership, communication and presentation skills