Key Account Manager

Key Purpose

• The Key Account Manager is responsible for managing a portfolio of large, complex and/or strategically important employer schemes and broker relationships. The role is focused on strategic account ownership, retention, growth, and long‑term partnership development, positioning Discovery as a trusted advisor and preferred employee benefits partner.
• The Key Account Manager provides senior‑level oversight across servicing, renewals, and client engagement, driving proactive interventions, identifying growth opportunities, and ensuring a consistently high‑quality client experience across the full value chain.

Areas of responsibility may include but not limited to

• Manage and own a portfolio of large, complex and/or high‑value employer schemes in line with the Account Management segmentation model.
• Act as the senior relationship owner for key brokers and employers, building trusted, long‑term partnerships.
• Develop, execute, and maintain strategic account plans, including retention strategies, growth opportunities, and engagement roadmaps.
• Proactively manage scheme risk, renewals, benefit enhancements, and escalations, ensuring early identification and mitigation of potential issues.
• Lead and oversee complex queries and escalations, coordinating across Client Relationship Partners (CRPs), operational teams, and specialist functions.
• Deliver high‑quality, insight‑driven reporting, analysis, and recommendations to brokers and employers.
• Facilitate and lead strategic client and broker engagements, including quarterly and annual reviews, workshops, and executive‑level discussions.
• Play a key role in client retention and growth initiatives, including cross‑sell and upsell opportunities across the CEB value proposition.
• Partner closely with Business Integration, Analytics, Actuarial, Technical Marketing, and Operations teams to deliver integrated, value‑adding solutions.
• Provide guidance, coaching, and support to Account Managers and Junior Account Managers where required.
• Contribute to the continuous improvement of account management frameworks, processes, and service models.
• Maintain strong awareness of industry trends, regulatory developments, and market dynamics impacting clients and schemes.

Personal Attributes

• Highly developed relationship‑building and stakeholder management skills
• Strong strategic thinking and commercial acumen
• Confident, credible communicator at senior and executive levels
• Proactive, solutions‑focused, and outcome driven
• High level of accountability and ownership
• Ability to manage complexity, ambiguity, and competing priorities
• Strong influencing and negotiation skills
• Mentorship mindset with the ability to lead through influence
• Resilient and adaptable in a fast‑paced environment

Education and Experience

• National Senior Certificate (Matric)
• Diploma, Advanced Diploma, bachelor’s degree, BCom, Business Management, Marketing, Finance, Employee Benefits, Insurance, Financial Planning, Commerce, or related field (advantageous)
• 5+ years’ experience in: Account management, client relationship management, or employee benefits consulting
• Strong experience in Employee Benefits (Group Risk and/or Umbrella Funds), including complex schemes
• Proven track record of managing senior broker and employer relationships
• Demonstrated experience in retention, renewals, and strategic account planning
• Advanced proficiency in Microsoft Office (Excel, PowerPoint, Outlook)
• Experience working with CRM, reporting, and analytics tools (advantageous)