Key Account Sales and Retention Manager

The Key Account Sales and Retention Manager is responsible for maintaining, developing, and expanding relationships with ARFIN’s most valuable customers by ensuring high retention rates, strengthening customer loyalty, and identifying responsible upselling and cross-selling opportunities aligned with ARFIN’s responsible lending principles.

The role focuses on protecting portfolio quality while maximizing long-term customer value through proactive relationship management, personalized financial solutions, and early identification of customer risks or opportunities.

A. Key Customer Relationship Management

• Manage and maintain relationships with assigned key and strategic clients of ARFIN.
• Serve as the primary contact person for high-value customers.
• Develop long-term trust-based relationships to enhance customer satisfaction and loyalty.
• Conduct regular customer meetings (in-person and remote).

B. Customer Retention

• Monitor portfolio behavior and identify early warning signs of customer attrition or dissatisfaction.
• Implement retention strategies to reduce customer churn.
• Address customer concerns proactively and coordinate internal resolution.
• Ensure high service standards and personalized customer experience.

C. Sales Growth & Upselling (Responsible Lending Focus)

• Identify opportunities for:
• additional credit lines,
• refinancing solutions,
• tailored financial products.
• Promote responsible borrowing aligned with ARFIN’s risk and affordability standards.
• Increase customer lifetime value while maintaining portfolio quality.
• Collaborate with credit risk teams to ensure sustainable lending decisions.

D. Portfolio Monitoring

• Track repayment behavior and financial condition of key customers.
• Work closely with Risk and Collections teams to prevent delinquency.
• Support early restructuring discussions when needed.

E. Cross-Functional Coordination

• Coordinate with:
• Credit Underwriting
• Risk Management
• Operations
• Marketing
• Ensure fast and efficient processing of key customer requests.

F. Market Intelligence

• Monitor competitor offerings and customer trends.
• Provide feedback to management regarding product improvements and customer needs.

G. Reporting & Performance Tracking

• Maintain CRM records and customer interaction history.
• Prepare regular reports on:
• retention rates
• upsell performance
• portfolio health
• customer satisfaction indicators.

Education

• Bachelor’s degree in Finance, Economics, Business Administration, or related field.
• Master’s degree is an advantage.

Experience

• Minimum 3–5 years experience in:
• banking,
• direct sales,
• microfinance,
• lending sales,
• relationship management.
• Experience managing VIP or corporate clients preferred.

Technical Skills

• Strong understanding of lending products and credit processes.
• Knowledge of financial analysis and customer cash-flow assessment.
• CRM systems experience.
• Strong analytical and negotiation skills.

Key Performance Indicators (KPIs)

• Key customer retention rate (%)
• Portfolio growth within key accounts
• Upsell / cross-sell volume (quality-adjusted)
• Portfolio quality (PAR indicators)
• Customer satisfaction score
• Early risk identification effectiveness
• Contribution to overall portfolio profitability

Competencies

• Relationship-building and client trust management
• Ethical sales mindset
• Strong communication and negotiation skills
• Problem-solving orientation
• Customer-centric thinking
• Accountability and ownership
• High integrity and confidentiality

Compliance & Ethical Responsibilities

• Strict adherence to ARFIN’s Responsible Lending Policy.
• Compliance with internal credit and risk procedures.
• Prevention of over-indebtedness through responsible upselling practices.
• Maintenance of confidentiality of customer information.
• Immediate escalation of ethical or compliance concerns

Authority Level

The Key Account Sales and Retention Manager:

• May recommend credit solutions and restructuring proposals.
• Does not approve loans independently unless delegated under approved authority limits.
• Acts within approved sales and risk policies.