Key Account Manager

About this role

Location: Kota Kinabalu, Sabah. Malaysian nationals preferred, foreign (currently residing in Malaysia) residents considered, relocation assistance is not provided.

Job Description:

The Key Account Manager is responsible for managing and growing a portfolio of high-value, strategic clients within the U.K, North America and other key markets such as Germany. This role requires a blend of relationship management, strategic account planning, sales performance management, and internal team coordination to ensure exceptional client satisfaction, retention, and market expansion.

Responsibilities:

1. Strategic Account Management & Growth

• Develop, maintain, and expand deep, long-lasting trust relationships with key clients and travel agents (e.g., Audley, German Market). Except Trailfinders and French Market
• Serve as the primary point of contact for strategic partners acting as the key interface between the client and internal EXO teams.
• Identify opportunities for account growth, including upselling, cross-selling, and new business pitches, particularly for high-end and custom luxury products.
• Develop and implement solutions to meet client needs, ensuring the timely and correct delivery of luxury products and services.
• Lead quarterly performance meetings with key agents to identify improvement opportunities and collaborate with Product Team for product updates whenever needed
• Forecasting & Risk Mitigation, provide leadership with clear updates on account spend projections, market trends, and early-warning signs of client attrition

2. Business Development & Tender

• Gather market intelligence and competitive data from the markets to inform product strategy and sales efforts.
• Lead the coordination and preparation of market-specific sales materials, presentations, and webinars.
• Ensure that new product development and existing product portfolio meet the specific service expectations of the Key Accounts.

3. Operational Excellence & Team Leadership

• Coordinate with inbound and product teams to ensure a high standard of service and turnaround time for all Key Account requests.
• Address and resolve complex client complaints or service issues promptly and professionally to maintain trust and confidence.
• Supervise and mentor dedicated team members assigned to key accounts to bolster support and improve response times.
• Report regularly on key account health, sales performance, and market trends to the head of Inbound and other internal stakeholders.
• Quality Assurance: Collaborate closely with Customer Care to track recurring issues, optimize workflows how CS can support Inbound, and implement definitive solutions

Required Skills and Qualifications

• Native or expert fluency in English (both written and verbal) is essential. German speaking is excellent, highly preferred, but not required.
• A strong understanding of luxury travel products and high-touch customer service.
• Exceptional leadership, negotiation, and communication skills.
• Proficiency in CRM software, G-Suite applications and modern workspace tools.
• Meticulous attention to detail, highly organized and excels working in a fast-paced environment
• Proven experience in Key Account Management, Strategic Sales, or a related commercial role, preferably within the Luxury Travel or DMC industry.