We are seeking a client-centric and experienced Key Relationship Manager to oversee our key account relationships and end-to-end client service delivery. The role serves as the primary bridge between the company and key clients, responsible for relationship building, service coordination, dispute mediation, and account performance reporting. The ideal candidate is proficient in cross-department collaboration, stakeholder management and problem-solving, ensuring sustainable and long-term business partnerships.

Client Relationship Management

Act as the point of contact for all assigned key account matters, covering strategic business discussions, daily operational queries, and all client-related requests.

Build, nurture and sustain strong, trusting and long-lasting business relationships with client-side key stakeholders, including C-level executives and senior management personnel.

Conduct periodic regular business review sessions with clients to evaluate overall service satisfaction, present key performance metrics, analyse account status, and proactively identify potential business growth opportunities.

Service Delivery & Coordination

Serve as the central liaison channel between external clients and internal cross-functional teams, including Corporate Admin & HR, Finance, Inventory & Warehouse departments, to streamline end-to-end service delivery.

Proactively monitor daily and periodic service performance to ensure full compliance with agreed Service Level Agreements (SLAs).

Facilitate clear and effective cross-department communication, align internal team deliverables with client requirements and expectations, and ensure all service commitments are fully fulfilled.

Dispute Resolution & Mediation

Act as the primary mediator to handle all escalations, disputes and conflicts arising between clients and the company.

Conduct thorough investigation on all service issues, coordinate closely with relevant internal departments to identify root causes, and formulate practical, actionable solutions for issue rectification.

Manage escalated situations with high professionalism and diplomacy, effectively de-escalate conflicts, and fully safeguard long-term client business relationships.

Reporting and Communication

Prepare and submit regular internal reports to update the management team on key account health status, potential business risks, ongoing issues and upcoming commercial opportunities.

Maintain complete, accurate and organised records of all client interactions, service issues, resolution progress and follow-up action plans for audit and reference purposes.

Job Requirements

Strong stakeholder management and client relationship skills, capable of engaging and communicating with senior-level client personnel effectively.

Excellent cross-functional coordination skills with the ability to align internal resources to meet client needs.

Outstanding problem-solving, negotiation and mediation skills to handle disputes and escalations tactfully.

Detail-oriented, organised and capable of managing multiple key accounts and priorities simultaneously.

Strong written and verbal communication skills for report writing, business review presentations and daily client communication.

Proactive, responsible and result-driven work attitude with high service awareness.

Work 5.5 days work week on-site, office location is at Buroh Lane