Key Account Manager

SUMMARY
This field-based role serves as the primary relationship liaison between Jewelers Mutual and our most prestigious luxury jeweler partners. The Key Account Manager is responsible for developing and executing high-touch customized strategies to drive results across key performance indicators aligned with the organizations strategic plan. This role requires a deep understanding of the luxury retail environment the ability to navigate nuanced client expectations and a consultative approach to account management.

Key responsibilities include efficiently onboarding luxury partners delivering executive-level training across multi-location retailers sustaining deep relationships with key decision-makers and facilitating the growth of our programs through best-in-class support and collaboration. The Key Account Manager partners closely with leadership in Sales Marketing Product and Operations to continuously enhance the experience and results for our elite jewelers.

This role will be based out of Fort Lauderdale FL with 50% travel. A valid passport is required for the role.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

Serve as the primary relationship manager for a portfolio of top-tier luxury jewelers.

Deliver personalized program support by understanding partner needs and adapting strategies accordingly.

Lead onboarding and training for new partners often onsite ensuring luxury-specific brand alignment and compliance.

Conduct regular in-person and virtual business reviews providing insights analytics and actionable recommendations.

Travel regularly (up to 50%) to partner locations regional events and national luxury tradeshows (e.g. Couture JCK Centurion).

Ensure smooth transitions from Business Development or Sales to ongoing Account Management.

Maintain visibility into all aspects of the jewelers customer journey and proactively provide feedback to improve product fit.

Lead resolution efforts for partner challenges maintaining urgency professionalism and discretion.

Track partner engagement and activities in Salesforce to inform strategy and demonstrate ROI.

Collaborate with marketing and product teams to ensure partner needs and luxury branding standards are met.

Mentor and assist in onboarding of new account managers and support field leadership growth.

Act as a subject matter expert for one or more luxury-focused product lines representing the voice of the customer internally.

Stay current on luxury market trends and retail best practices to inform partner discussions and internal strategy.

QUALIFICATIONS

Bachelors degree preferred; equivalent experience considered.

5 years of experience in luxury retail high-net-worth client services or account management required.

Strong executive presence with the ability to build trust and influence senior leaders in the luxury retail sector.

Must possess a consultative client-first mindset with the ability to tailor messaging to a discerning audience.

Familiarity with luxury brand standards and client experience expectations.

Proficiency in MS Office Suite; experience with Salesforce required.

Excellent presentation skills particularly in executive or C-suite environments.

High emotional intelligence with strong listening conflict resolution and negotiation skills.

Ability to work independently in a remote and field environment with frequent travel.

CERTIFICATES LICENSES REGISTRATIONS

None required; certifications in luxury client experience retail operations or sales enablement are a plus.

PHYSICAL REQUIREMENTS

Must be able to travel frequently including occasional weekends and extended stays.

Prolonged periods of sitting standing presenting and computer work.

Ability to lift and transport trade show materials or presentation supplies (up to 25 lbs.).

ADDITIONAL EXPERIENCE & TRAVEL NEEDED To serve the luxury jeweler community effectively candidates should have:

Experience managing or selling into high-end retail brands or working directly with HNW clients.

Strong familiarity with luxury industry standards (e.g. elevated client service models retail merchandising confidentiality).

Proven track record of high-touch white-glove account management.

Comfort with a field-based schedule including up to 50% travel potentially with irregular hours due to retail needs.

Required Experience:

Manager