Lead the Client Relations Department. You will mentor and supervise every Individual Accounts and Key Accounts Relationship Manager, and own revenue, retention and client satisfaction across the business. You will be a key face of Fixit in high-level client relationships.
Leadership & team management
- Supervise, mentor and evaluate all IA-RMs and KA-RMs.
- Set departmental goals in line with company strategy.
- Run weekly performance reviews and quarterly strategy meetings.
- Resolve escalated client issues.
Client strategy & business development
- Design relationship strategies for Individual and Key Accounts.
- Build partnerships with high-value clients and institutions.
- Represent Fixit at conferences, exhibitions and corporate negotiations.
Revenue & performance oversight
- Drive the department to meet or beat its revenue quotas.
- Track revenue from the IA and KA teams.
- Work with Finance on accurate reporting and forecasting.
Quality & service excellence
- Make sure every RM follows the 3-Step Verification Process (Pre-Inspection → Service → Post-Inspection).
- Hold strict standards of professionalism, timeliness and confidentiality.
Retention, reporting & strategy
- Design loyalty and upselling programmes.
- Prepare monthly, quarterly and annual reports.
- Advise the CEO on trends, risks and opportunities, and lead departmental planning and budgeting.
- 01Department revenue of at least KES 20M per quarter across Individual and Key Accounts
- 02At least 90% client retention across all accounts
- 03At least 92% positive client feedback
- 0410 new Key Accounts a year, and 20% year-on-year growth in Individual Accounts
- 0590% of RMs meeting or beating quota every quarter
- 06All escalations resolved within 48 hours
- Bachelor's degree in Business, Marketing, Strategic Management or Corporate Relations (Master's preferred)
- At least 7 years of progressive leadership in client relations, account management or business development
- A track record of leading teams and managing multimillion-shilling portfolios
- Strong negotiation, networking and leadership skills
- High integrity and discretion with high-profile clients
- Advanced skills in CRM, data analysis and reporting tools
- Annual leadership bonus based on team-wide retention and satisfaction
- Full medical cover, executive transport allowance, representation allowance and international conference travel
- Chief Commercial Officer (CCO)
- Managing Director (MD)
- Regional Director – International Expansion