Key Account Manager

Purpose:

A chemical manufacturing company is seeking a Key Account Manager who will be managing relationships with key clients and/or accounts within the retail sector; nurture and grow accounts whilst ensuring client satisfaction and loyalty to our organisation's products and services.

Key Job Outputs:

Account management

• Serve as the primary point of contact for key retail accounts, building strong relationships and fostering trust.
• Understand the unique needs, goals and challenges of each account and develop customised strategies to meet their requirements.
• Conduct regular account reviews to assess performance, address concerns and identify opportunities for growth and collaboration.

Business development

• Identify new business opportunities within existing accounts by understanding their evolving needs and market trends.
• Develop and implement strategies to expand product offerings, increase market share and maximise revenue potential.
• Prospect and onboard new retail accounts, leveraging existing networks and industry knowledge to drive business growth.

Strategic planning

• Collaborate with internal stakeholders, including sales, marketing and product teams to develop strategic account plans aligned with company objectives.
• Set clear objectives, milestones, and KPIs for each account, and develop actionable plans to achieve them.
• Monitor market dynamics, competitive landscape, and industry trends to anticipate challenges and capitalise on opportunities.

Negotiation and contract management

• Negotiate pricing, terms, and agreements with retail partners to maximise profitability while maintaining strong relationships.
• Draft and review contracts, proposals and agreements, ensuring compliance with company policies and legal requirements.
• Manage contract renewals, extensions and amendments in collaboration with legal and finance teams.

Forecasting and demand planning

• Analyse sales data, market trends, and historical performance to forecast demand and inventory requirements for key accounts.
• Collaborate with supply chain and operations teams to ensure timely production, delivery and replenishment of products.
• Proactively identify potential supply chain bottlenecks or disruptions and implement contingency plans to mitigate risks.

Customer service and support

• Address customer inquiries, requests, and issues in a timely and professional manner, serving as a trusted advisor and problem solver.
• Coordinate with internal departments to resolve customer concerns related to product quality, delivery, or service issues.
• Ensure that key accounts receive exceptional service and support at every touchpoint, fostering long-term loyalty and satisfaction.

Market analysis and insights

• Monitor market trends, consumer behaviour, and competitor activities to identify opportunities and threats in the retail landscape.
• Gather insights and feedback from key accounts to inform product development, marketing strategies and business decisions.
• Share market intelligence and competitive analysis with internal teams to support informed decision-making and strategic planning.

Performance monitoring and reporting

• Track and analyse key performance metrics such as sales revenue, market share, customer satisfaction and profitability for each account.
• Prepare regular reports, dashboards, and presentations to communicate account performance, trends and insights to internal stakeholders.
• Conduct post-mortem analyses of key initiatives and campaigns to assess effectiveness and identify areas for improvement.

Relationship building and networking

• Cultivate strong relationships with key decision-makers and stakeholders within retail accounts, including buyers, category managers and executives.
• Attend industry events, conferences, and trade shows to network with potential clients, stay abreast of industry developments, and represent the company’s interests.
• Leverage industry associations and professional networks to expand your contacts and identify new business opportunities.

Continuous improvement and professional development

• Stay updated on industry trends, best practices, and emerging technologies relevant to retail account management.
• Seek opportunities for professional development and skill enhancement through training programs, workshops and certifications.
• Solicit feedback from clients, peers, and supervisors to identify areas for personal growth and improvement in account management practices.

Continuous improvement and innovation

• Foster a culture of continuous improvement and innovation within the retail operations team.
• Encourage feedback and suggestions from employees to identify areas for improvement and implement best practices.
• Stay informed about industry trends, emerging technologies, and competitive dynamics to identify opportunities for innovation and differentiation.

Promotional planning and execution

• Collaborate with marketing teams to develop promotional campaigns, incentives, and merchandising strategies tailored to key accounts.
• Coordinate promotional activities and product launches with retail partners, ensuring alignment with their marketing calendars and objectives.
• Monitor the effectiveness of promotions and campaigns, tracking sales performance and ROI to optimise future initiatives.

Cross-selling and up-selling

• Identify cross-selling and upselling opportunities within key accounts by understanding their business needs and challenges.
• Introduce complementary products, services, or solutions that add value and address specific pain points for the customer.
• Provide product demonstrations, training sessions and educational materials to encourage adoption and usage of additional offerings.

Channel management and distribution

• Manage distribution channels and routes to market for products, ensuring optimal coverage and availability in key retail outlets.
• Develop channel-specific strategies and programs to penetrate new markets, expand geographic reach, and increase market penetration.
• Monitor channel performance and compliance with distribution agreements, addressing any channel conflicts or discrepancies as needed.

Customer retention and loyalty programs

• Implement customer retention initiatives and loyalty programs to reward and incentivise repeat purchases and brand advocacy.
• Analyse customer feedback and satisfaction scores to identify areas for improvement and enhance the overall customer experience.
• Proactively address customer concerns and grievances to prevent churn and preserve long-term relationships with key accounts.

E-commerce and digital channel management

• Develop strategies for engaging key retail accounts through digital channels, including e-commerce platforms, online marketplaces, and social media channels.
• Optimise product listings, content, and imagery for online visibility and conversion, collaborating with digital marketing teams as needed.
• Monitor online reviews, ratings, and customer feedback to identify opportunities for improvement and address any negative sentiment.

Voice of the Customer (VOC) Initiatives

• Champion the voice of the customer within your organisation, advocating for customer-centric policies, processes, and initiatives.
• Gather feedback and insights from key retail accounts through surveys, focus groups, and advisory panels, capturing their preferences, pain points, and expectations.
• Translate customer feedback into actionable recommendations for product development, service enhancements and process improvements.

Core Competencies:

• People skills
• Highly adapted interpersonal skills
• Problem solving
• Analytical skills
• Time management
• Deadline driven
• Computer skills: Excel

Qualifications:

• Related qualification

Experience:

• Minimum of 2 years related experience

Salary: Market related

Should you not hear from us within 2 weeks, kindly consider your application as unsuccessful.

• All personal information received will be processed in accordance with The Protection of Personal Information Act No. 4 OF 2013.