Key Account Manager

About the Role Doroki is seeking a Key Account Manager to onboard high net worth sellers, merchants, and SME businesses and drive activities to deliver on set targets. The main goal is to acquire new SMEs and manage relationships with existing ones. The role requires spending significant time in the field with merchants and collaborating across teams to exceed targets. What You'll Do

• Own the overall commercial targets for the territory, including active merchant recruitment, merchant retention and revenue.
• Proactively acquire new FMCG merchants and deepen existing relationships, building a healthy pipeline using approved CRM tools.
• Develop solid, trusting relationships between major businesses and the company.
• Conduct regular virtual meetings or on-site visits to demonstrate Doroki offerings.
• Develop in-store visibility plans for Doroki with SME merchants’ management and ensure implementation.
• Resolve key client issues and complaints; strategic planning to improve client results.
• Negotiate contracts and establish performance timelines.
• Expand relationships and bring in new clients.
• Manage merchants' expectations, ensure policy/compliance.
• Analyze merchant operations and channel trends; recommend enhancements.
• Coordinate with support teams to provide adequate support and communication to drive satisfaction.
• Conduct regular spot checks on merchant activities and provide feedback.
• Identify emerging markets and monitor competition; analyze data to inform strategy.
• Pilot new service initiatives for key merchants and collect feedback.
• Conduct periodic merchant surveys for service improvement.
• Track and report daily/weekly merchant performance.
• Collaborate with marketing and leadership to ensure branding support for key merchants. What We're Looking For
• Strong leadership and interpersonal/communication skills.
• Proven ability to take initiative, work across teams, and influence others.
• Extensive experience in B2B/enterprise sales (minimum 5-7 years).
• Previous FMCG or Service industry experience.
• Bachelor's degree from an accredited university.
• Proficiency with sales CRM tools; ability to analyze data and market trends.
• Excellent problem solving, negotiation, and decision-making abilities.
• Ability to work in a high-velocity, high-performance environment.
• Strong planning, organizational, and attention to detail.
• Excellent communication (verbal, non-verbal, written) and stakeholder management.
• Knowledge of competitive landscape analysis and strategic thinking.