Key Account Manager

Key Responsibilities:
• Customer Contract Management
- Full responsibility over written contractual agreements with customers (including Terms and Conditions, b&m standards, Minimum Order Quantities, Lead Times, Purchase Obligations)
- Deviation require approval of VPs (four-eye-principle)
• Customer Relationship Management:
- Develop and maintain strong, long-term relationships with key accounts.
- Ensuring the implementation and renewal of contracts, safeguarding the rights of b&m and enabling the termination of contracts if customers do not meet the specified consumption requirements after due diligence in close cooperation with Material Planners.
- Serve as the primary point of contact for key customers, addressing their needs and concerns promptly.
- Regularly communicate with clients to understand their business needs and objectives.
- Conduct regular meetings and business reviews with key accounts to ensure satisfaction and address any issues.
• Sales and Revenue Growth:
- Identify opportunities to grow sales within existing accounts.
- Develop and execute strategic account plans to achieve sales targets.
- Collaborate with the sales team to identify and pursue new business opportunities.
- Monitor and analyze sales performance metrics for key accounts, adjusting strategies as needed to meet targets.
- Responsibility for the product/project implementation (APQP process), starting from RFQ to product delivery to the customer.
- Monitor closely consumption pattern and address consumption balances to customers monthly (target vs. actual comparison)
- Focus on B&M IP products revenue growth
• Product Introduction and Promotion:
- Introduce new products and services to key accounts, highlighting their benefits and competitive advantages.
- Coordinate product training and support to customers to ensure successful adoption.
- Gather and relay customer feedback on new products to the product development team.
• Customer Support:
- Provide exceptional customer service, ensuring that customer inquiries and issues are resolved promptly.
- Coordinate with internal teams (e.g., technical support, logistics) to ensure seamless service delivery.
- Conduct regular follow-ups to ensure customer satisfaction and address any ongoing issues.
- Manage customer complaints and work towards satisfactory resolutions.
• Payment Follow-ups and Financial Management:
- Monitor account receivables for key accounts, ensuring timely payment of invoices.
- Follow up with customers on overdue payments, negotiating payment plans if necessary.
- Collaborate with the finance department to resolve any billing discrepancies.
- Provide regular updates to management on the financial status of key accounts.
• Market Analysis and Reporting:
- Stay updated on industry trends, market conditions and competitors’ activities.
- Prepare and present regular reports on account performance, sales metrics and market insights.
- Provide strategic recommendations based on market analysis and customer feedback.
• Collaboration and Coordination:
- Work closely with cross-functional teams, including marketing, product development and finance.
- Participate in team meetings and contribute to the overall sales strategy.
- Share best practices and insights with the sales team to enhance overall performance.
- Ensure alignment of account strategies with the company’s overall business objectives.
- Monthly Pipeline updates, latest on the last day of the month.
- Use of CRM tools incl. frequent updates, latest on the last day of each month.
- All customer exclusions (e.g., freight) must be approved by the Sales VP without exception. Submit exclusion requests for review and authorization before communicating them to customers.
Work Environment:
• Primarily office-based with regular travel to meet with key accounts.
• Occasional attendance at industry events, trade shows and conferences.
Reporting Structure:
• Reports to the VPs.
Performance Metrics:
• Revenue Growth with New and Existing Customers.
• B&M IP Products Revenue Growth.
• Revenue Growth from New Markets.
• GP Growth.
• Customer Satisfaction/Supplier Scorecard Rating.
• Customer Retention Rate.
• Monthly Positive Pipeline Growth.
• Overstock & Excess Stock Liquidation

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