Key Accounts Manager - JHB at OneCart

CORE ACTIVITIES & ACCOUNTABILITIES

• To serve as the lead point of contact for the key account management
• To build and maintain strong, long-lasting client relationships with the key accounts
• Develop a thorough understanding of the clients' needs and requirements and prepare customised solutions
• Develop and deploy strategies for the account plan that will improve the customer experience, increase customer retention, and drive account growth in line with the OneCart strategy
• Manage the strategic account plan, weekly client communications, and the projects and actions progress.
• Lead strategic, cross-functional initiatives to ensure continuous improvement and value creation for key accounts
• Define, drive and report on customer success metrics
• Drive regular check-ins with key accounts to continue growing the account
• Develop trusted advisor relationships with the key accounts
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with Woolworths and identify areas of improvement
• Assist with challenging client requests or issue escalations as needed
• Addressing and resolving key account clients' complaints
• Provide superior customer service and ensure client satisfaction
• Act as the main point of contact between key clients and internal teams
• Identifying opportunities for improvement and proposing new tools and processes
• Develop and maintain excellent knowledge and understanding of our business, offerings, competitors, and industry
• Negotiating contracts with key clients and meeting established deadlines for the fulfillment of each client's long-term goals

Reporting

• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
• Prepare and compile reports on account progress, goals, and forecasts for account teams and stakeholders
• Keep internal and external stakeholders updated and informed of account status, health, risks, mitigation etc.
• Keep relevant systems and teams updated to ensure alignment with the latest updates.
• Report back to business on strategic insights to help inform product development, service delivery and operational efforts
• Complete weekly and monthly performance reports and advice on areas of potential risk

Management and Monitoring of Key Account Performance

• Interpret, implement and follow up on standards, procedures and operating systems required by the client
• Identify and organise all the resources needed to achieve the agreed goals and objectives
• Effectively prioritise tasks and objectives
• Monitor the account performance against objectives and targets.
• Set step-by-step action plans for each goal and follow up regularly
• Be aware of deadlines and work out the time allocation necessary to carry out the work
• To be agile with effective time management in planning when circumstances change.

Competencies & Skills

• Excellent communication, interpersonal, and negotiation skills
• Excellent presentation skills
• Excellent time management skills
• Strong customer service
• Strong project management skills
• Proactive personality with the ability to listen and understand the client's pain points
• A creative and insightful individual who can find valuable solutions for Key accounts
• Empathetic with a deep understanding of the goals, drivers, and needs of others
• A service-oriented individual who is ready to go the extra mile for the client
• A strategic and innovative thinker