Key Account Manager at takealot.com

Your responsibilities can include:

• Coordinate with the Order Fulfilment team who manages the operational last-mile hubs to ensure alignment between client expectations and operational delivery performance
• Monitor delivery performance from dispatch to customer across the fulfilment network, working through relevant operational teams to resolve operational issues
• Oversee exception management, claims, queries, and complaints from a client relationship perspective, ensuring timely resolution and client communication
• Establish daily, weekly, and monthly performance measures to track service delivery against client SLAs
• Facilitate system integration and data sharing between client systems and the fulfilment operation,
• Assemble and analyse daily operational data to manage and report on the client experience
• Work closely with the Call Centre, Dispatch, and Order Fulfilment to ensure smooth handovers and clear communication with clients and their customers
• Develop and implement key account plans for strategic clients in line with the overall fulfilment and commercial strategy
• Build and maintain strategic working relationships with key clients through regular business reviews (telephonic and face-to-face) to ensure service level agreements are met and to identify opportunities for service improvement and collaboration
• Act as the primary point of contact for key clients on all fulfilment-related matters, including performance reporting, escalations, and service reviews
• Identify and pursue growth opportunities with key clients that expand the scope of services, volume, or coverage
• Create tailored fulfilment solutions that meet the short and long-term needs of key clients
• Prepare and present performance, service improvement, and partnership proposals to key clients
• Provide professional and exceptional service in all interactions with clients and their representatives
• Monitor the competitive landscape for fulfilment and logistics services and maintain a client relationship database
• Report on key account performance, client satisfaction, and relationship health as required (weekly and monthly)
• Maintain a high level of relevant industry knowledge, particularly in e-commerce fulfilment, last-mile logistics, and 3PL market trends
• Constantly review existing processes to ensure they are streamlined and scalable, 
• Identify continuous improvement initiatives that drive improved performance results for clients
• Oversee claims process management from a client perspective — preparing reports, monitoring and analysing claims data to identify trends, patterns, and opportunities for improvement
• Develop and implement policies, procedures, and workflows to streamline claims processing and improve the client experience

Qualifications and experience:

• Degree in Logistics/Operations Management/Supply Chain Management/Engineering or Business/Commerce
• 7–10 years’ experience in Supply Chain/Logistics
• Minimum 3 years’ experience in a management role in operations
• Sound operational background in dealing with branch/franchise networks
• Experience of managing customers at a senior level
• Change management experience
• Experience managing key logistics partnerships or third-party provider relationships at a strategic level
• Demonstrated ability to develop and execute account or partnership plans with external providers
• Experience managing key client relationships or accounts in a logistics, fulfilment, or supply chain environment
• Demonstrated ability to coordinate across operational and commercial functions
• Experience acting as the primary interface between clients and internal operations

Attributes required :

• Excellent verbal and written communication
• Excellent influencing, persuading and negotiating
• Strong problem evaluation and solution
• Good leadership and team development
• Excellent people management skills
• Critical impact contract and commercial negotiation experience at executive level
• Logistics supply chain design and development expertise
• Ability to interpret complex operational environments and implement leading-edge, high-performance management methodologies
• Relationship building
• Client focus
• Pressure resilience