Key Account Manager

2 weeks ago

Puchong New Village, Malaysia Store & Send Logistics Sdn Bhd Full time 80,000 - 120,000 per year

Job Brief

We're seeking a Key Account Manager who lives and breathes client experience. In this role, you'll lead the team, build lasting partnerships, and design initiatives that keep clients engaged, satisfied, and loyal. If you're a people-first leader with a passion for creating seamless, client-centric solutions, this is your chance to make an impact and grow with us.

Key Responsibilities

  • Develop and implement a comprehensive client relationship experience strategy aligned with the company's goals and objectives.

  • Identify and analyze market trends and client needs to ensure the company remains competitive in delivering exceptional client experiences.

  • Lead, mentor, and manage the client relations team to achieve high performance and foster a client-centric culture.

  • Set clear performance expectations, provide regular feedback, and conduct performance reviews.

  • Oversee the development and execution of client engagement programs and initiatives.

  • Implement feedback mechanisms to continuously improve client satisfaction and address any issues promptly.

  • Collaborate with other departments to ensure a seamless client experience across all touchpoints.

  • Build and maintain strong relationships with key clients, acting as the main point of contact for escalated issues.

  • Develop and execute strategies for client retention and growth.

  • Establish and monitor key performance indicators (KPIs) for client satisfaction and experience.

  • Prepare and present regular reports on client relationship activities, outcomes, and areas for improvement to senior management.

  • Stay updated on industry best practices and innovations in client relations.

  • Continuously seek opportunities to enhance the client experience through new technologies and process improvements.

  • Responsible for achieving monthly sales targets and growth on Lazada and Shopee by effectively managing all Seller Center functions, including timely and accurate product uploads, price updates, stock maintenance, and execution of platform promotions, vouchers, and campaigns.

Requirements

  • Bachelor's degree in Business, Marketing, Communications, or related field.
  • 5–8 years' experience in client relations, partnerships, or account management.
  • At least 2 years of people management experience.
  • Strong communication, relationship-building, and problem-solving skills.
  • Able to manage multiple priorities and meet deadlines.
  • Proficient in CRM tools and Microsoft Office Suite.
  • Experience in the e-commerce or fulfillment industry will be an added advantage.

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