Key Account Lead

مناطق رأس الخيمة الاقتصادية (راكز); Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading economic zone authority in Ras al-Khaimah is looking for a Key Account Lead who will drive financial performance and enhance customer relationships within targeted clients. This role involves team leadership, monitoring key performance metrics, fostering stakeholder management, and ensuring compliance with service delivery agreements. Ideal candidates should have a Bachelor's degree, at least 4 years of relevant experience, and strong commercial skills. Fluent English is required, additional languages advantageous.

Qualifications

• Minimum 4+ years in senior customer experience or key account management.
• Proven experience in team leadership and performance management.
• Experience in a Free Zone or regulated environment is desirable.

Responsibilities

• Lead the achievement of financial targets including renewals.
• Monitor performance metrics to ensure revenue stability.
• Coach and develop the Key Accounts team for high-quality experiences.
• Oversee key customer relationships ensuring service excellence.
• Support implementation of Key Accounts strategy in line with corporate goals.

Skills

Strong commercial acumen

Stakeholder management

Communication skills

Customer-centric mindset

Analytical skills

Problem-solving skills

Proficient in Salesforce

Fluent in English

Education

Bachelor’s degree in business administration or Marketing

Tools

Salesforce

MS Office applications

Job description

Job Profile

The Key Account Lead is responsible for leading the Key Accounts function, ensuring strong financial performance, high customer satisfaction, and effective stakeholder engagement across a portfolio of strategic clients. The role focuses on driving renewals, reducing defaults, strengthening customer relationships, and leading a high-performing team, while supporting the execution of RAKEZ’s customer experience and commercial strategy.

This role requires a commercially astute leader who can balance operational excellence with customer-centric delivery in a fast-paced, performance-driven environment.

Core Responsibilities

Financial & Commercial Performance

• Lead the achievement of financial targets including renewals, on-time renewals, and default reduction.
• Monitor performance metrics, forecasting, and contingency plans to ensure revenue stability.
• Support pricing, retention, and revenue optimisation initiatives for key accounts.

Team Leadership & Capability Building

• Lead, coach, and develop the Key Accounts team to deliver consistent and high-quality customer experiences.
• Conduct regular performance reviews, set clear objectives, and identify training and development needs.
• Foster a collaborative, accountable, and results-oriented team culture.

Customer & Stakeholder Management

• Oversee end-to-end management of key customer relationships, ensuring service excellence and issue resolution.
• Act as an escalation point for complex customer cases and service recovery.
• Build and maintain strong relationships with internal stakeholders, government authorities, and external partners.
• Ensure service delivery aligns with agreed SLAs and governance frameworks.

Strategy, Operations & Continuous Improvement

• Support the implementation of the Key Accounts strategy in line with corporate objectives.
• Ensure consistent use of CRM systems (Salesforce) and adherence to operating models and policies.
• Identify operational gaps and recommend process improvements to enhance efficiency and customer satisfaction.
• Analyse market trends, customer insights, and competitor activity to support informed decision-making.

Candidate Profile

Qualifications & Experience

• Bachelor’s degree in business administration, Marketing, or a related discipline.
• Minimum 4+ years of experience in a senior customer experience, commercial, or key account management role.
• Proven experience in team leadership and performance management.
• Experience within a Free Zone, government-related entity, or regulated environment is highly desirable.

Skills & Competencies

• Strong commercial acumen with the ability to manage revenue, KPIs, and performance targets.
• Excellent stakeholder management, communication, and negotiation skills.
• Customer-centric mindset with a strong focus on service quality and relationship management.
• Strong analytical and problem-solving skills.
• Proficient in CRM systems (Salesforce preferred) and MS Office applications.
• Agile, resilient, and comfortable working in a fast-paced, evolving environment.
• Fluent in English; additional languages are an advantage.