Head of Account Management

Що робити

Develop the department structure: client segmentation, portfolio distribution, workload norms, service levels by segment.
Define role profiles, form an account management team of 20+ people, and ensure their development.
Together with HR, develop a motivation system focused on client portfolio growth.
Describe and implement client engagement standards: contact frequency, information gathering, needs identification, CRM record-keeping.
Be accountable for revenue from assigned client portfolios across the group's entire product line.

5+ years in client relationship management, client base development, or commercial functions, including 3+ years in a leadership position.
Experience creating or substantially restructuring a function for working with existing clients - not just managing an already-built structure.
Experience in a multi-product business: bank, fintech, payment services, insurance, telecom, or a large retail/service network.
Confident command of client base development metrics: products per client, revenue per client, retention, share of wallet.
Experience achieving results through adjacent departments without direct authority over them.

Experience in financial services, payments, or a segment with high-frequency client transactions.
Experience working with a mass client base and data-driven segmentation.
Experience developing motivation systems for commercial teams.
Experience working at a company in a phase of rapid growth or organizational change.
Knowledge of customer value development methodologies: CVM, customer lifecycle management.

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