The Key Account Manager is responsible for managing and nurturing relationships with key merchants and flagship partners. This role ensures merchants success on the Resal platform by optimizing their performance addressing their needs and fostering longterm partnerships that drive mutual growth.
1. Relationship Management:
Act as the primary point of contact for assigned key merchants and flagship partners.
Build and maintain strong longlasting relationships with merchants to foster loyalty and collaboration.
Conduct regular checkins and performance reviews with merchants to address their needs and identify opportunities for growth.
2. Merchant Success Optimization:
Monitor merchant performance metrics (e.g. sales stock availability engagement) and develop strategies to improve results.
Ensure merchants are meeting inventory stock availability targets and collaborate to resolve any gaps.
Provide training and guidance on Resal s tools features and best practices to help merchants maximize value.
3. Strategic Collaboration:
Collaborate with flagship merchants to codevelop exclusive campaigns promotions and new offerings.
Identify and propose upselling or crossselling opportunities to increase merchant revenue.
Partner with internal teams (e.g. marketing product) to implement features and campaigns tailored to merchant needs.
4. Issue Resolution and Support:
Address merchant inquiries technical issues or payment concerns promptly and effectively.
Work with the support team to resolve any operational challenges ensuring a seamless merchant experience.
Maintain a resolution time of under 24 hours for merchant issues.
5. Reporting and Insights:
Provide regular reports on merchant performance campaign success and key metrics (e.g. revenue retention).
Analyze merchant data to uncover insights and trends offering proactive recommendations for improvement.
Key Performance Indicators (KPIs):
Merchant retention rate (e.g. 90% or higher).
Merchant satisfaction (e.g. NPS of 85 or higher).
Revenue growth from assigned merchants (e.g. 30% yearoveryear increase).
Inventory stock rate for assigned merchants (e.g. maintaining 95% availability).
Issue resolution time (e.g. under 24 hours).
Requirements
Bachelor s degree in Business Marketing or a related field (Master s preferred).
35 years of experience in account management partnership management or a similar role preferably in fintech ecommerce or digital platforms.
Strong relationshipbuilding negotiation and communication skills.
Analytical mindset with the ability to use data for decisionmaking and performance improvement.
Proficiency in CRM tools and data management systems.
Ability to work crossfunctionally and manage multiple priorities in a fastpaced environment.
Customer Focus: Understand merchant needs and deliver valuedriven solutions.
ResultsOriented: Focus on achieving targets and driving revenue growth.
ProblemSolving: Address challenges effectively and find creative solutions.
Collaboration: Work seamlessly with internal teams and merchants to achieve mutual goals.
Attention to Detail: Ensure accuracy in inventory tracking reporting and merchant interactions.
