Client Account Manager

REPORTING RELATIONSHIPS

Directly Reports To: Managing Director & General Manager

Directly Supervises: Administrative Staff

ROLE PURPOSE

As the Client Account Manager, you will be the primary liaison between FON Packaging and its clients—ensuring exceptional service delivery, proactive communication, and sustainable client growth. This role is central to building long-term relationships, optimizing the client journey, and driving revenue through improved client satisfaction and data-backed engagement strategies.

KEY RESPONSIBILITIES1. Client Experience & Relationship Management

• Act as the dedicated contact for key client accounts, ensuring excellent service and satisfaction.
• Build and nurture long-term client relationships with a focus on retention and value growth.
• Use CRM tools to document interactions, track client preferences, and identify opportunities.
• Collect and analyze client feedback to improve service delivery and anticipate needs.
• Handle complaints or disputes with urgency, professionalism, and empathy.

2. Order Fulfillment & Communication

• Oversee the end-to-end order process—from confirmation to delivery.
• Collaborate with production and logistics to provide clients with accurate updates and solutions.
• Communicate proactively on timelines, changes, or delays.
• Ensure all orders meet client specifications and delivery standards.

3. Sales Support & Growth

• Collaborate with the sales team to identify and pursue new business opportunities.
• Convert client enquiries into confirmed orders through consultative selling.
• Prepare proposals, quotations, and negotiate terms in alignment with pricing strategies.
• Track and report on client account performance and sales pipeline progress.

4. Digital Tools & Process Efficiency

• Maintain accurate client records using CRM and order management software.
• Leverage technology to streamline client communications (e.g., email templates, WhatsApp Business, customer portals).
• Contribute ideas for improving internal processes, communication flow, and service delivery.

WHAT SUCCESS LOOKS LIKE

• Clients trust and enjoy working with our brand.
• Processes are smooth, digitized, and repeatable.
• Client feedback leads to tangible service improvements.
• There is measurable growth in client accounts and referrals.

KEY QUALIFICATIONS & ATTRIBUTES

• Bachelor’s degree in Business, Marketing, Communication or related field.
• 2+ years in client-facing, account management or customer service roles (B2B preferred).
• Proficiency in CRM tools (e.g., Zoho, Salesforce, HubSpot, etc.) and MS Office Suite.
• Strong organizational and multitasking skills.
• Continuous improvement mindset to enhance efficiency and cost reduction.
• Excellent written and verbal communication.
• Ability to work under pressure and meet tight deadlines.
• A proactive and empathetic problem-solver.
• Interest in learning and applying customer experience best practices.



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