Account Management Director

Job Responsibilities:

• Keep and grow existing merchants

• Own revenue retention for existing merchants against the monthly plan.

• Spot merchants at risk of leaving and act before they stop shipping.

• Grow revenue from existing merchants through more parcels and more value-added services.

• Set the right way to serve each merchant segment, from key and strategic accounts to startups.

Lead and develop the team

• Lead the heads, managers and team leaders who run each team.

• Build the account management career path across three levels: account manager, senior account manager and key account manager.

• Set clear monthly targets for account managers and run their incentive scheme.

• Hire, coach and keep strong people, and manage performance.

• Keep each team at a size that its leaders can manage well.

Manage merchant portfolios

• Assign merchants to account managers and keep each portfolio balanced in size and value.

• Make sure every merchant who qualifies for an account manager has one.

• Review portfolios often and move merchants between teams when their needs change.

Plan and report

• Track retention, merchant churn and value-added services every week and every month, and explain any gap to plan.

• Build the yearly plan for existing merchants and the team budget with Finance and HR.

Job Qualifications

• Must have

• 10 or more years in B2B account management, customer success or key account management, ideally in logistics, e-commerce or payments.

• 5 or more years leading managers and large teams.

• A track record of raising revenue retention and lowering churn.

• Strong with data: sets targets, reads dashboards and finds the cause when results drop.

• Experience setting targets and incentive schemes for account managers.

• Fluent Arabic and English.

Good to have

• Experience selling value-added services to existing B2B customers.

• Experience in a fast-growing company.

• A university degree in business or a related field.