Key Account Manager at Fez Delivery Co

Job Description

• The Key Account Manager plays a crucial role in driving business growth by managing and strengthening relationships with key clients. This position ensures that client needs are effectively met, accounts are properly managed, and services are delivered to the highest standards, maintaining the efficiency, reliability, and customer satisfaction that Fez Delivery is known for.

Responsibility:

Account Management & Retention

• Build and maintain strong, long-term relationships with key customers
• Serve as the main contact for all client needs, concerns, and escalations
• Conduct regular check-ins and business reviews with clients
• Ensure high customer satisfaction and retention

Revenue Growth & Business Expansion

• Identify upsell and cross-sell opportunities within existing accounts
• Drive order volume growth and increase wallet share
• Support acquisition of new high-value clients
• Develop and execute account growth strategies

Operational Coordination

• Work closely with operations, hubs, customer support and rider teams to ensure smooth deliveries
• Monitor service quality (timeliness, damage rates, customer feedback)
• Ensure SLAs and service standards are consistently met
• Escalate and resolve delivery or service issues promptly

Performance Tracking & Reporting

• Track key metrics such as order volume, revenue, retention, and complaints
• Analyze account performance and identify improvement areas
• Prepare reports and insights for management
• Use data to drive decision-making and client recommendations

Customer Experience & Issue Resolution

• Handle complaints professionally and ensure quick resolution
• Gather feedback to improve service delivery and product offerings
• Act as the voice of the customer internally

Cross-Functional Collaboration

• Collaborate with operations, CS, finance, product, and tech teams
• Ensure alignment between client expectations and internal execution
• Support implementation of new features, pricing, or service improvements

Requirements

• Proven experience in account management, sales, or business development
• Strong relationship management and communication skills
• Ability to manage multiple accounts and prioritize effectively
• Good analytical skills to track performance and identify growth opportunities
• Strong problem-solving and negotiation abilities
• Proficiency in Microsoft Office tools (Excel, PowerPoint, etc.)
• Ability to work cross-functionally with internal teams
• Results-driven mindset with a focus on customer satisfaction and retention
• Bachelor’s degree in Business Administration, Marketing, or a related field (preferred)

What Success Looks Like at Fez

• Key clients consistently grow their shipment volume
• Minimal escalations and high service satisfaction
• Strong trust and long-term partnerships with customers
• Clear contribution to company revenue and expansion goals