We at Pine Labs are looking for those who share our core belief - Every Day is Game day. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.
Role Summary:
The Head of Key Accounts is responsible for owning and growing Pine Labs largest and most strategic merchant relationships in Malaysia. This role drives revenue growth, wallet-share expansion, portfolio health, and long-term partnerships across enterprise and large mid-market merchants.
The role requires strong CXO-level engagement, disciplined portfolio management, deep understanding of payments, PayLater/IPP, loyalty, gift cards, and merchant finance, and tight coordination with banks, product, ops, and risk teams.
Responsibilities we entrust you with:
Strategic Account Ownership
- Own Pine Labs top enterprise and key mid-market accounts across verticals (Retail, Pharmacy, Beauty & Wellness, F&B, Electronics, Automotive, etc.)
- Build long-term strategic partnerships with CXOs, business heads, and operations leaders at merchant HQs
- Act as the single point of accountability for account health, growth, and escalations
Revenue Growth & Cross-Sell
- Drive incremental revenue from existing accounts through:
- PayLater / Installment Programs (IPP)
- Bank-led campaigns & co-marketing
- Loyalty, gift cards, digital vouchers
- Soundbox & value-added services
- Identify and execute wallet-share expansion opportunities
- Own account-level GTM plans and annual growth targets
Portfolio & Commercial Discipline
- Own commercial structures, pricing, subvention, and profitability at account level
- Ensure AR collections, deferred service exposure, and chargeback risk are actively managed
- Partner with Finance, Risk, and Ops to ensure clean billing, collections, and contract compliance
- Lead contract renewals, upsell negotiations, and scope expansions
Banking & Ecosystem Collaboration
- Work closely with partner banks, BNPL providers, and schemes to:
- Launch merchant-specific programs
- Unlock co-funded campaigns
- Improve merchant adoption and performance
- Represent merchant interests internally while balancing Pine Labs risk and economics
Team Leadership & Execution
- Lead and develop a team of Key Account Managers (KAMs)
- Set clear targets, monthly priorities, and performance scorecards
- Coach teams on:
- Enterprise-grade stakeholder management
- Structured account planning
- Commercial negotiations and escalation handling
- Ensure field execution discipline and predictable outcomes
Stakeholder & Escalation Management
- Own and resolve high-impact escalations with urgency and accountability
- Coordinate with Product, Tech, Ops, and Support to ensure enterprise-level service delivery
- Be the voice of key merchants in internal product and roadmap discussions
What matters in the role:
- 1015 years of experience in Key Accounts / Enterprise Sales / Strategic Partnerships
- Strong background in MY/SEA payments, fintech, banking, BNPL, or merchant acquiring
- Proven experience managing large, complex merchant portfolios
- Experience working with banks and regulated partners is highly preferred
- Strong CXO-level communication and negotiation skills
- Commercially sharp with strong P&L and portfolio mindset
- Structured, disciplined, and execution-oriented
- Ability to handle pressure, escalations, and ambiguity
- Strong people leader with a coaching mindset
- Revenue & margin growth from existing key accounts
- Wallet-share expansion & product penetration
- Portfolio health (AR ageing, disputes, chargebacks)
- Merchant NPS / relationship strength
- Team performance and execution quality
About Pine Labs Malaysia
Pine Labs is a leading merchant commerce omnichannel platform across India, Southeast Asia, and UAE. Our deep technology is designed to empower businesses and fuel their entrepreneurial spirit. We build and host a roster of fintech products, from digital payments to loyalty solutions.
To learn more, please visit https://www.pinelabs.my/
