Head of Key Account Manager

Bamboo Card is a Dubai-based B2B distributor of digital prepaid products and a rewards fulfilment partner to enterprises worldwide. Since 2018 we have built a catalogue of more than 3,500 products across over 80 countries, delivered through our client portal and API. More than 1,000 enterprise clients rely on us to power rewards programmes, employee incentives, customer acquisition campaigns and marketplace inventory. We sit in one of the fastest-growing corners of the payments ecosystem with the banking infrastructure and supplier relationships that make global digital rewards work at scale.
You will lead the team that owns these relationships. Your job is to make sure every key account is well run, clients are happy and the portfolio grows in revenue and profit quarter on quarter. You will build and coach the Key Account Management team, set the standards and operating rhythm for how accounts are managed, and personally own a small number of our most strategic clients. This is a commercial leadership role: you are measured on retention, growth and margin, not on activity.

• 7+ years in B2B account management or client success, ideally in gift cards, rewards, payments, fintech or SaaS
• 2+ years leading a team of account managers or client success managers
• Proven track record of growing an existing portfolio against revenue, margin and retention targets
• Strong commercial judgement, comfortable with pricing, margin, credit terms and contract negotiations
• Confident with senior client stakeholders and difficult escalations
• Comfortable with API-based products and working closely with technical teams
• Data-driven, able to use account metrics to spot risk and opportunity and set priorities
• Experience building processes, playbooks and CRM discipline rather than only following them

Portfolio strategy and growth

• Define and run the growth strategy for the full key account portfolio, segmented by size, potential and risk
• Make sure every key account has a written account plan covering goals, growth opportunities, risks and the internal support required
• Drive expansion through new brands, new markets, new product types and higher volumes on existing programs
• Own the portfolio’s revenue and gross profit targets, and forecast both accurately each month
• Lead renewals and commercial negotiations on key accounts, protecting margin while building long-term value for both sides

Team leadership

• Lead, hire, coach and develop the Key Account Managers
• Set individual and team targets (OKRs or equivalent) for retention, revenue growth and margin
• Allocate accounts across the team based on value, complexity and growth potential
• Run weekly pipeline and account reviews, holding the team accountable for delivery
• Build a team that can manage senior client relationships confidently without constant escalation

Operating system and standards

• Build the account management playbook: onboarding handover, check-in cadence, quarterly business review format, account plans and escalation paths
• Introduce account health scoring and early-warning signals for declining volumes, payment issues or churn risk
• Set CRM standards so that every account’s contacts, activity, opportunities and risks are recorded and reliable
• Report on portfolio performance to leadership, including revenue, gross profit, retention, churn, wallet share and account health

Strategic clients and escalations

• Personally manage a select group of the most strategic or highest-value clients
• Build relationships with senior decision-makers at key clients and act as an executive sponsor where needed
• Step in on major escalations, at-risk accounts and difficult commercial conversations

Cross-functional partnership

• Work with tech to support API onboarding, integrations and ongoing optimisation for key clients
• Work with operations, support and finance to resolve issues quickly, including stock, delivery, credit and reconciliation problems
• Work with supplier partnerships to bring new brands and products to clients who need them
• Act as the voice of the customer internally, feeding client needs into product, catalogue and pricing decisions