Key Account Director

About the Opportunity

Role:
Lead - Key Account Management

Level:
Senior Manager/ Associate Director

Reporting to:
Business Head - Corporate Channel

Location:
Gurgaon

About the Function:

MyBiz, a corporate travel management platform by MakeMyTrip, provides a customizable, real-time self-booking system that seamlessly integrates into a company's structure to deliver convenience, transparency, savings, and the power of choice. Over the last five years, it has onboarded 50,000+ prominent corporates who are benefiting from the platform's seamless experience and significant cost savings.

About the Role:

This role is pivotal in driving growth within our large account portfolio by strengthening client relationships, streamlining process integration, and delivering outstanding service. The ideal candidate is a people-first leader with a proven track record of managing strategic client relationships and driving sustained business growth. They should demonstrate strong ownership, empathy, and a commitment to operational excellence—leading a high-performing team to deliver measurable impact across key accounts.

What will you be doing:

• Business Growth & Account Expansion:
  Focus on driving revenue growth by increasing wallet share across existing large accounts. It includes activating new Lines of Business (LOBs) within client organizations and fostering deeper process integration to position the company as a strategic partner. This approach ensures that client relationships evolve beyond transactional engagements into long-term, value-driven partnerships.
• Client Delight & Retention:
  Emphasize seamless servicing and operational excellence across all client touchpoints. It involves building and nurturing multi-level relationships within client organizations to deepen engagement and trust. Additionally, it requires proactive exception management and swift issue resolution to maintain high satisfaction levels and ensure zero client churn.
• Strategic Client Engagement:
  Execute through structured, meaningful interactions—such as Quarterly Joint Business Reviews (JBRs)—to align on performance and identify future opportunities. The role involves crafting tailored engagement strategies for each key account to ensure continuous value delivery and alignment with client objectives. These efforts help strengthen trust, uncover growth potential, and reinforce the company's position as a long-term strategic partner.
• Leadership & Team Development:
  Demonstrate strong leadership through people engagement, data-driven decision-making, and a focus on operational excellence. The candidate is expected to mentor and empower the team, fostering a culture of ownership, accountability, and continuous improvement. A key success factor is effective cross-functional collaboration with the operations, supply, and product teams.

Qualification & Experience:

• Postgraduate from a reputed institute with 8 to 10 years of relevant experience in Key Account Management, Customer Success, or Strategic Client Engagement. Proven experience in conducting JBRs and managing multi-level client relationships.

Key Success Factors for the Role:

• Demonstrated expertise in commercial levers such as commission structures, discounting strategies, and foundational P&L management.
• Data-driven decision-maker with a strong analytical mindset and a proven ability to navigate complex business challenges.
• Influential communicator with the ability to engage, align, and build trust across senior stakeholders and cross-functional teams.
• Confident presenter with the ability to articulate strategic narratives and drive executive-level conversations