Account Manager

Skatch; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Skatch is seeking a results-driven B2B Account Manager to own an assigned portfolio across F&B and HORECA in the UAE. You will build strong relationships with business owners, procurement teams, and decision-makers, acting as the primary contact for account-related matters and resolving buyer concerns.

You will drive repeat purchasing, monitor GMV growth, identify upsell opportunities, and work with suppliers and internal teams to improve product availability and pricing.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field.
• Minimum 3 years of proven B2B Account Management or Key Account Management experience.
• Good understanding of invoicing, payment terms, receivables, and customer credit management.
• Proficiency in CRM systems, preferably Zoho, Salesforce, or HubSpot, and Excel.
• Fluent arabic and English is highly preferred.

Responsibilities

• Own and manage an assigned portfolio of B2B buyers across F&B and HORECA sectors.
• Build strong relationships with business owners, procurement managers, and key decision-makers.
• Act as the primary contact for account-related matters and resolve buyer concerns.
• Conduct regular account reviews and identify opportunities to strengthen relationships.
• Drive repeat purchasing, order frequency, GMV growth, and wallet share.
• Identify upselling and cross-selling opportunities based on buyer requirements.
• Monitor account performance against monthly targets.
• Collaborate with suppliers and internal teams to improve product availability and pricing.
• Monitor buyer activity to identify at-risk accounts and reduce churn.
• Develop account recovery and reactivation plans.
• Maintain engagement to maximize customer lifetime value.
• Monitor payment terms and credit utilization; follow up on dues.
• Coordinate with Finance and Collections on payment risks and disputes.
• Ensure CRM records are accurate and up-to-date.
• Collaborate with Commercial, Operations, Finance, Customer Support, and Product teams.
• Resolve order issues, pricing concerns, delivery challenges, and disputes.
• Ensure issues are resolved rather than escalated.

Skills

CRM systems

Excel

Relationship management

Negotiation

Education

Bachelor's degree in Business Administration

Tools

Zoho CRM

Salesforce

HubSpot

Job description

Key Responsibilities

• Account & Relationship Management
  • Own and manage an assigned portfolio of B2B buyers across the F&B and HORECA sectors.
  • Build strong relationships with business owners, procurement managers, purchasing teams, and key decision-makers.
  • Act as the primary point of contact for account-related matters, ensuring timely resolution of buyer concerns.
  • Conduct regular account reviews and proactively identify opportunities to strengthen customer relationships.
• Account Growth & Revenue Development
  • Drive repeat purchasing, order frequency, GMV growth, and increased wallet share across assigned accounts.
  • Identify upselling and cross-selling opportunities based on buyer requirements and purchasing patterns.
  • Monitor account performance against monthly commercial targets.
  • Work closely with suppliers and internal teams to improve product availability, pricing competitiveness, and customer satisfaction.
• Buyer Retention & Churn Prevention
  • Monitor buyer purchasing activity and identify declining, dormant, or at-risk accounts.
  • Proactively investigate reduced order frequency, customer dissatisfaction, and potential churn.
  • Develop and execute account recovery and reactivation plans.
  • Maintain strong engagement to maximize customer retention and lifetime value.
• Payment & Credit Discipline
  • Monitor account payment terms, outstanding dues, and credit utilization.
  • Proactively follow up with buyers to ensure payments are collected within agreed terms.
  • Coordinate with Finance, Credit, and Collections teams on payment risks, disputes, and overdue accounts.
  • Identify early warning signs and elevate potential credit or collection issues before they become problematic.
• CRM & Account Performance Management
  • Maintain accurate and complete account information, activities, buyer feedback, and follow-up actions in the CRM.
  • Track purchasing trends, account health, payment status, and engagement history.
  • Prepare structured account reviews, recovery plans, and performance updates.
  • Ensure every assigned account has clear ownership, documented next steps, and regular follow-up.
• Cross-Functional Coordination
  • Collaborate with Commercial, Operations, Finance, Customer Support, and Product teams.
  • Coordinate the resolution of order issues, pricing concerns, delivery challenges, and payment disputes.
  • Ensure buyer issues are followed through to resolution rather than simply escalated.

Required Qualifications & Experience

• Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field.
• Minimum 3 years of proven B2B Account Management or Key Account Management experience.
• Strong preference for candidates with UAE experience in F&B distribution, HORECA supply, foodservice procurement, hospitality supply chains, or B2B marketplaces.
• Demonstrated experience managing an existing portfolio of commercial accounts.
• Proven ability to improve customer retention, increase account revenue, and resolve commercial issues.
• Good understanding of invoicing, payment terms, receivables, and customer credit management.
• Proficiency in CRM systems, preferably Zoho, Salesforce, or HubSpot, and Excel.
• Strong communication, negotiation, problem-solving, and relationship management skills.
• Professional fluency in Arabic and English is highly preferred.
• UAE driving licence is an advantage.

What We're Looking For

We value individuals who demonstrate:

• Ownership: Takes responsibility for account performance and follows through on commitments.
• Commercial Mindset: Understands revenue, profitability, purchasing behavior, and business opportunities.
• Proactivity: Identifies risks and opportunities without waiting for instructions.
• Analytical Thinking: Uses data to understand account health and make decisions.
• Execution: Delivers solutions, not just updates or explanations.
• Customer Focus: Builds lasting professional relationships while protecting the company's commercial interests.

Performance Expectations

Success in this role will be measured by:

• Retention and reactivation of assigned buyers.
• Growth in GMV, purchasing frequency, and wallet share.
• Achievement of monthly account portfolio targets.
• On-time payment performance and proactive receivables management.
• Resolution of account issues and customer satisfaction.
• Accuracy, completeness, and consistency of CRM records.