Account Manager at afb

On Thursday, August 7th, 2014

afb is based on a belief in Life 2.0 which is the phenomenon of giving the lives of people and businesses a powerful upgrade. By going beyond banking, the company delivers the vision through providing innovative credit, financial services and rapidly evolving technologies. 

Our employees earn competitive salaries and enjoy the benefits of an environment that supports international standards on people practices and leadership. We attract and employ talented people that live the afb values: adventure-seeking, funloving, team-driven and problem-solving. 
We pride ourselves on being first to innovate, first in our class and first choice to our people. Delivering results, pleasing our customers and developing our talent are the key ingredients to our business success.

Job Title: Account Manager
Department: AFB Advance
Reporting Line: Head of AFB Advance- Kenya
Site Location: Nairobi, Kenya

Job Overview


The Account Manager is responsible for the developing and maintaining of long-term relationships with the management and staff of allocated afb channel partners and their merchants as well as new channel partners. 
This is done by identifying and attending to merchant concerns, needs and expectations and maintaining and improving the quality of contact and support with these merchants or channel partners to ensure a strong and beneficial business relationship with afb.

Responsibilities

Build, maintain and improve afb’s relationship Merchants

  • Establish a productive, professional relationship with key personnel at assigned merchants by agreeing on service requirements, contact, communication and contributions with the merchant.
  • Plan, schedule and implement contact sessions with merchants, ensuring quality, planned contact and clear, open communication with merchants.
  • Pro-actively identify and resolve issues or concerns that merchants or afb might have, ensuring merchant compliance and satisfaction and the strengthening of the afb/merchant relationship.
  • Ensure that the merchant is adequately stocked with marketing material and that this is correctly displayed.
Contribute to merchant business growth
  • Understand and constantly monitor the merchant’s store, structure, staff, products and customers, staying aware of changes or updates and identifying opportunities for growth.
  • Identify, agree and implement plans to work with the merchant in growing his/her business.
Reporting and collaborating
  • Source or compile merchant performance reports by collecting, analyzing, and summarizing data and where required, discussing trends and providing feedback as agreed to the Line Manager.
  • Establish and maintain an open channel of communication with the channel Partner and Merchant.
Qualifications, Skills & Experience Required For Appointment

Qualifications required:
  • Completed secondary education
  • A degree or diploma in a retail or customer service related field is recommended, but not essential, depending on experience.
Skills required:
  • Excellent communication skills in English (reading, writing and speaking). Swahili is an advantage.
  • Excellent customer service skills and strong interpersonal skills.
  • Attention to detail, multi-tasking and networking skills.
  • Conflict prevention and resolution skills
  • Planning and organizing skills
  • Proven ability to build relationships and motivate others.
  • Fully computer literate on MS programs essential
  • Retail operations skills an advantage
  • Comfort in a dynamic start-up environment where service offerings are subject to constant revision to meet market needs and evolving technology capabilities
  • Resourcefulness and ability to clearly articulate needs and opportunities to other components of the organization to influence their activity eg software development
  • Ability to travel domestically as required
Experience required:
  • Five to seven years of work experience, preferably in a retail customer care environment.
  • Independent, performance-driven work experience, preferably with retail accounts an advantage.
Competencies Expected

Planning and Organising

Sets clearly defined objectives for self and team, plans activities and projects, identifies and organizes resources, manages time effectively, monitors performance against deadlines.

Delivering results and meeting customer expectations

Focuses on customer needs and satisfaction and sets high standards for self and team on quality. Monitors and maintains quality and productivity. Works systematically and methodically to meet customer expectations and other goals.

Adapting and responding to change

Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Shows an interest in new experiences. Positively responds to pressure and demands.

Interpersonal and networking skills


Easily establishes good relationships with others. Relates well with people at all levels. Builds wide and effective networks of contacts. Uses humour, warmth and other skills to build relationships.

Entrepeneurial and Commercial thinking


Keeps up to date with competitor and market trends. Identifies business opportunities for the organization. Maintains awareness of developments in the organizational structure and politics. Demonstrates financial awareness. Controls costs and thinks in terms of profit, loss and added value.

If you are interested and meet the above requirements and competencies, kindly send your cv and cover letter detailing your suitability for the position applied for to [email protected]

All applications must bear AFB Advance-Account Manager as the subject header

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