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 long-term 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, long-lasting relationships with merchants to
foster loyalty and collaboration.
• Conduct regular check-ins 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 co-develop exclusive campaigns,
promotions, and new offerings.
• Identify and propose upselling or cross-selling 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% year-over-year 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).
• 3-5 years of experience in account management, partnership management, or a
similar role, preferably in fintech, e-commerce, or digital platforms.
• Strong relationship-building, negotiation, and communication skills.
• Analytical mindset with the ability to use data for decision-making and
performance improvement.
• Proficiency in CRM tools and data management systems.
• Ability to work cross-functionally and manage multiple priorities in a
fast-paced environment.
• Customer Focus: Understand merchant needs and deliver value-driven solutions.
• Results-Oriented: Focus on achieving targets and driving revenue growth.
• Problem-Solving: 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.
