Key Account Manager - #1796501

The Key Account Manager (KAM) is responsible for nurturing and expanding strategic client relationships within the merchandise industry, serving as the primary point of contact for a portfolio of key accounts. This role is critical in delivering exceptional customer care by ensuring proactive, responsive, and solutions-driven communication—both face-to-face and virtually.

The KAM is focused on enriching the overall customer experience by providing personalized merchandise solutions that align with each client’s brand objectives. Through regular performance reviews and strategic insight sharing, the KAM drives year-on-year satisfaction, loyalty, and retention.

Financial accountability is central to this role, including ownership of account budgets, tracking client spend, and monitoring margin performance. The KAM also leads the implementation of ongoing service improvements and keeps clients informed of new, innovative, and relevant merchandise offerings that add value.

Ultimately, this role supports long-term client partnerships by combining strong commercial acumen with a commitment to exceptional service and continuous improvement.

Key Responsibilities & Duties include but are not limited to:

• Maintain regular, proactive communication with clients through scheduled face-to-face meetings, video calls, and phone calls to ensure alignment with their business objectives
• Develop tailored account plans that reflect each client’s unique needs and priorities. For instance, you may collaborate with a retail client to align on seasonal marketing strategies
• Serve as the trusted advisor, understanding client goals and offering consultative solutions that demonstrate your expertise in their industry
• Meet or exceed sales targets and goals for key accounts
• Responsible for selling volume or company offerings to existing clients (tracking client spend and margin performance against budget)
• Responsible for executing phone-based sales, selling conversations, following up quotations and maximising sales opportunities
• Act as a buffer to prevent the BD team from engaging with people who are already “sold”
• Support negotiation of new and retendering contracts and agreements
• Ensure contracts and agreements are adhered to and renewed as necessary
• Achieve weekly call target of between 10-20 connected phone calls
• Achieve weekly meetings target of between 3-8 completed meetings
• Log all client interaction and sales pipeline on HubSpot
• Grow sales pipeline through consistent lead measure activity
• Use processes fully such as Quote Handovers and Order Handovers.
• Prepare regular reports on key account performance, including sales forecasts and activity
• Analyse account performance data to identify trends, opportunities, and areas for improvement
• Collaborate with internal teams (Account Executives, Marketing, Business Development, Commercial and Warehouse teams) to ensure the successful delivery of products and services to key accounts
• Stay updated with industry trends and best practices
• Continuously improve knowledge and skills related to key account management and the industry
• Review current product mix and propose relevant changes

This role will be offered on a hybrid basis 3-4 days in the office, and 1-2 days at home.