Key Account Manager at Discovery Limited

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


Matric (required)
Relevant tertiary qualification (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)