Key Account Manager (KAM)

Position Purpose

The Key Account Manager (KAM) is responsible for managing strategic relationships with Relocation Management Companies (RMCs), multinational corporate clients, and key stakeholders to ensure exceptional service delivery across Africa and the Middle East.

The KAM acts as the primary client relationship owner, ensuring that all relocation and immigration services are delivered in accordance with agreed Service Level Agreements (SLAs), client policies, quality standards and compliance requirements. Working closely with the Operations Team and Global Mobility Coordinators (GMCs), the KAM ensures a seamless relocation experience for expatriates while driving client satisfaction, retention, operational excellence and revenue growth.

The role requires strong commercial awareness, excellent communication skills, operational understanding of global mobility and the ability to build trusted long-term client partnerships.

Key Responsibilities

Client Relationship Management

• Manage an assigned portfolio of Relocation Management Companies (RMCs) and corporate accounts.
• Build and maintain strong professional relationships with key client stakeholders.
• Serve as the primary escalation point for client-related matters.
• Conduct regular client meetings, service reviews and business reviews.
• Understand each client's relocation policy and operational requirements.
• Maintain regular communication with clients regarding service delivery, ongoing assignments and strategic initiatives.
• Identify opportunities to expand existing services and increase account revenue.

Account Management

• Develop account plans for strategic clients.
• Ensure successful implementation of new client accounts and new service requirements.
• Monitor client satisfaction and proactively resolve concerns before escalation.
• Coordinate service delivery across all African and Middle Eastern destinations.
• Ensure consistency of service standards across supplier and destination networks.
• Monitor assignment volumes and forecast future business requirements.
• Identify opportunities to improve profitability while maintaining service excellence.

Operational Management

• Partner closely with Global Mobility Coordinators (GMCs), Immigration Consultants and Operations Managers.
• Monitor daily operational activities to ensure service excellence.
• Ensure all assignments progress according to agreed milestones.
• Support consultants with complex client situations.
• Ensure accurate case management within internal systems.
• Monitor service timelines and proactively address delays.
• Ensure all client instructions are executed accurately.

Service Level Agreement (SLA) Management

• Ensure full compliance with contractual SLAs.
• Monitor key performance indicators and client service metrics.
• Review service failures and implement corrective actions.
• Drive continuous improvement initiatives.
• Ensure adherence to client-specific operating procedures.

Reporting & Analytics

• Prepare monthly, quarterly and annual client reports.
• Analyse operational trends and identify improvement opportunities.
• Produce reports covering:
• Assignment volumes
• SLA compliance
• Client satisfaction
• Service performance
• Revenue
• Open assignments
• Escalations
• Country activity
• Present performance reports during client review meetings.
• Ensure reporting accuracy and data integrity.

Commercial Responsibilities

• Prepare quotations for relocation and immigration services.
• Maintain client pricing schedules.
• Assist with annual pricing reviews.
• Support contract renewals.
• Identify new revenue opportunities within existing accounts.
• Participate in Requests for Proposal (RFPs), Requests for Information (RFIs) and client presentations.
• Support business development activities where required.

Quality & Compliance

• Ensure compliance with:
• Client policies
• Internal Standard Operating Procedures (SOPs)
• EuRA Global Quality Seal standards
• Immigration and relocation regulations
• Company compliance requirements
• Participate in internal quality audits.
• Ensure accurate documentation and record management.

Continuous Improvement

• Identify opportunities to improve operational efficiency.
• Recommend enhancements to systems and reporting.
• Assist in developing new service offerings.
• Share best practices across the business.
• Participate in process improvement initiatives.

Leadership & Team Collaboration

• Foster collaboration across departments.
• Mentor and support junior team members where required.
• Promote a client-centric culture.
• Support change management initiatives.
• Contribute to operational planning and strategic projects.

Key Performance Indicators (KPIs)

The Key Account Manager will be measured on:

• Client Satisfaction Score (CSAT)
• Client Retention Rate
• Net Promoter Score (NPS) where applicable
• SLA Compliance
• Revenue Growth within Existing Accounts
• Gross Margin Achievement
• Assignment Completion within SLA
• Escalation Resolution Time
• Reporting Accuracy
• Client Review Completion
• Account Growth
• Contract Renewals
• Quality Audit Results
• Operational Efficiency
• Debtor Resolution Support
• Internal Collaboration

Required Qualifications

• Bachelor's Degree in Business Administration, Commerce, Marketing, International Business or a related field (preferred).
• Additional qualifications in Global Mobility or Project Management would be advantageous.

Experience

• Minimum 3–5 years' experience in Key Account Management.
• Experience within Global Mobility, Relocation, Immigration or International Assignment Management preferred.
• Experience managing multinational corporate accounts.
• Experience working with Relocation Management Companies (RMCs) is highly advantageous.
• Experience supporting clients across Africa and/or the Middle East would be beneficial.
• Exposure to US-based clients and global mobility programmes is advantageous.
• Proficiency in French is highly advantageous

Technical Skills

• Advanced Microsoft Excel.
• Microsoft Word.
• Microsoft PowerPoint.
• Outlook.
• CRM and Case Management Systems.
• Reporting and dashboard development.
• Data analysis.
• Pricing and quotation management.

Core Competencies

• Client Relationship Management
• Strategic Account Management
• Commercial Awareness
• Negotiation Skills
• Communication Skills
• Analytical Thinking
• Problem Solving
• Conflict Resolution
• Attention to Detail
• Organisational Skills
• Time Management
• Decision Making
• Emotional Intelligence
• Customer Service Excellence
• Stakeholder Management
• Cross-cultural Awareness
• Adaptability
• Teamwork
• Results Orientation
• Continuous Improvement

Behavioural Expectations

The successful candidate will demonstrate:

• Professionalism and integrity.
• Strong customer focus.
• Accountability and ownership.
• Initiative and innovation.
• Resilience under pressure.
• Excellent interpersonal skills.
• High ethical standards.
• Positive and collaborative attitude.
• Commitment to delivering exceptional client experiences.

Working Relationships

Internal

• General Manager
• Operations General Manager
• Operations Managers
• Global Mobility Coordinators
• Immigration Team
• Finance Team
• Business Development Team
• Country Consultants

External

• Relocation Management Companies (RMCs)
• Corporate Global Mobility Teams
• Human Resources Departments
• Expatriate Assignees
• Landlords
• Real Estate Partners
• International Schools
• Government Authorities
• Immigration Partners
• Destination Service Providers
• Preferred Suppliers

Success in this Role

A successful Key Account Manager consistently delivers exceptional client service, maintains long-term strategic relationships, achieves contractual SLA performance, supports profitable account growth, and ensures every expatriate relocation is managed professionally,