Key Account Manager

* KEY ACCOUNTABILITIES
- Develop strategies & plans, services, and products to improve NPS and customer satisfaction
- Manage communications between key customers and internal teams
- Measure and improve key account net promoter score (NPS) and customer satisfaction
- Develop framework to fully capture and understand of key customer needs and wants
- Plan and present reports on account progress, goals, and initiatives to share with team members, stakeholders, and possible use in future case studies or company training
- Analyze customer data to provide customer relationship management
- Expand relationships and bringing in new customers
- Resolve key customers’ issues and complaints
- Collaborate with sales team to maximize profit by up-selling or cross-selling
- Collaborate with the customer experience team to take care key customers of company.
- Develop a solid and trusting relationship between key customers and Maison
* GENERAL RESPONSIBILITIES:
* Strategic:
- Oversee execution for your strategic programs and projects. Acquire and assign resources to drive the strategic plan
- Develop programs and projects to support the strategy.
- Develop and communicate the strategy for your departments/teams.
* Performance
- Complete annual assessment on KPIs for all direct reports before the end of the fiscal year.
- Set and communicate KPIs for all direct reports
- Fully understand and achieve division KPIs set by Head of Customer Experience
* People
- Ensure a healthy and safe working environment that promotes collaboration and teamwork
- Coach for new CX staff or company induction training (if required)
* Financial
- Develop programs to increase profit/budget performance for Key account team
- Build and manage programs and projects to improve operations in the department and company
- Improve division profit/budget performance year-over-year
* Operational
- Take ownership of all operations of your section. Resolve or escalate issues to your manager promptly
- Guarantee the security and safety of the office, employees and guests by making sure all entrances are guarded or closed and locked at all times.
- Ensure the compliance of processes, procedures, and policies (PPPs)

- Excellent interpersonal relationship skills
- Ability to multitask and manage more than one client account
- Able to analyze data and sales statistics and translate results into better solutions
- Goal-oriented, organized team player
- In-depth understanding of company key clients and their position in the industry
- Eager to expand company with new sales, clients, and territories
- Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person
- Four to five years’ previous work experience in sales, management, key account management, or relevant experience
- Encouraging to team and staff; able to mentor and lead
- Self-motivated and self-directed
- Strong negotiation skills, with ability follow-through on client contracts
- Able to multitask, prioritize, and manage time efficiently
- Basic computer skills, and experience with CRM software and the Microsoft Office Suite, with emphasis on superior Excel skills.
- Bachelor’s degree in marketing, business administration, sales, or relevant field;

Cập nhật gần nhất lúc: 2021-06-16 09:34:03