Responsibilities:

Manage and nurture relationships with all existing institutional clients
Be the single point of contact (SPOC) for all queries, requests, and service needs
Drive upselling opportunities across categories (coffee, chocolate, gifting, etc.)
Ensure barista training, caf onboarding, and operational SOPs are executed through internal B2B trainers
Maintain strong communication with production, logistics, trainers, and internal senior team members
Track client performance, repeat orders, projections, and category-wise growth
Support senior team members of the Institutional Partnerships Department with:
Sales decks & pitch presentations,
Quarterly business reviews,
Client reports & data sheets,
Admin and coordination tasks
Handle documentation, contracts, POs, invoicing follow-ups, and renewal cycles
Maintain CRM and account-related data hygiene
Resolve service issues, escalations, or operational breakdowns swiftly

Key Qualifications:

23 years of experience in business development / client servicing /account management / B2B coordination, or relationship management preferably in F&B, hospitality, FMCG, premium consumer brands, or agency environments.
Strong communication and interpersonal skills
Ability to upsell and identify revenue opportunities within existing accounts.
Strong organizational and coordination skills with a structured approach to follow-ups, data management, and documentation.
Ability to work with multiple internal teams (operations, trainers, production, finance) and manage recurring communication across stakeholders.
Good working knowledge of MS Excel, reporting, presentation decks, and CRM hygiene.
Problem-solving mindset with the ability to address client requirements promptly and escalate issues when needed.
High sense of accountability, responsiveness, and service orientation, someone who ensures clients feel supported and well-managed.
Comfortable working in a fast-paced environment where priorities shift and client needs may require quick turnaround.

Key Account Manager