Key Account Manager

Job Summary: The Customer Relationship Manager (CRM) will be responsible for developing and maintaining long-term relationships with key clients such as hotels, hospitals, corporates, and institutions. The role focuses on understanding client requirements, ensuring service excellence, driving revenue growth, and building strategic partnerships to expand the company’s footprint in the laundry sector. Key Responsibilities: 1.Client Relationship Management: a. Act as the primary point of contact for all key accounts. b. Develop a deep understanding of each client’s business, laundry needs, and service expectations. c. Maintain strong, long-term relationships with decision-makers and stakeholders. d. Conduct regular client meetings and feedback sessions to ensure satisfaction and identify improvement areas. 2.Business Development: a. Identify opportunities to expand business with existing clients through upselling and cross-selling (e.g., adding linen rental, uniform management, or premium services). b. Prospect and acquire new key accounts in target sectors such as hospitality, healthcare, and corporate facilities. c. Achieve monthly and annual sales targets. 3.Operations Coordination: a. Liaise with operations, logistics, and quality control teams to ensure timely pickup, processing, and delivery. b. Monitor service performance metrics (TAT, quality, complaints) for assigned clients. c. Resolve client issues promptly and effectively in coordination with the operations team. 4.Commercial & Reporting: Prepare and manage client contracts, renewals, and pricing agreements. Monitor account profitability and payment collections. Generate regular reports on account performance, growth, and client feedback. 5.Market & Competitor Insights: Track industry trends, competitor activities, and client needs to inform business strategies. Provide feedback to management for service improvements and product innovation. 6.Key Skills & Competencies: Strong client relationship and communication skills Excellent negotiation and presentation abilities Understanding of laundry operations and service delivery standards Problem-solving and conflict resolution skills Data-driven mindset for tracking KPIs and performance Time management and multitasking abilities 7.Qualifications & Experience: Bachelor’s degree in Business, Marketing, or a related field (MBA preferred) 1–2 years of experience in key account management, preferably in laundry, hospitality, facility management, or B2B service industries Proven track record in managing large institutional clients 8.KPIs (Key Performance Indicators): Monthly revenue and collection targets achieved Client satisfaction and retention rate Number of new accounts acquired Reduction in client complaints and service escalations Timely renewal of contracts