Key Accounts Manager

Process Excellence

Account Management

• Serve as end-to-end point of contact for key accounts from pitching to order fulfilment, and collection
• Manage a portfolio of key accounts allocating time & resources as appropriate to maximize profitability from these accounts in supervision of Head KAM
• Study and understand specific client context, needs and requirements
• Prepare sales plans and strategy for targeted key accounts basis market/ business intelligence
• Support development of pricing/ promotional strategies for key accounts in coordination with category heads and sales excellence team
• Promptly respond to and resolve customer grievances and concerns
• Create account plans annually and update quarterly; understand competition presence accounts and create share improvement plans
• Prepare performance updates for monthly reviews with Head of Key Accounts and NSH

Business Development

• Support development and drive implementation of account acquisition plan
• Coordinate with zonal heads and branch managers to identify new key accounts and opportunities
• Benchmark and evaluate new potential key accounts and opportunities observed in the market/ competitive environment; Ensure strong referrals from existing key accounts
• Drive development of effective sales presentation and pitches in coordination with design and marketing team to ensure account conversion, onboarding and retention
• Support pricing/ promotion strategies for new key accounts in coordination with category head and sales excellence team

Influencer Management

• Serve as an end-to-end point of contact for the key influencers Architects, Interior designers etc.
• Provide inputs in to sales excellence and category heads for development of influencer loyalty programs and campaigns for key influencers; Drive implementation of programs and campaigns for key influencers and accounts
• Identify and build long lasting relationships with prominent key influencers; Ensure strong referrals to key accounts from influencers

Process Excellence

Account Management

• Serve as end-to-end point of contact for key accounts from pitching to order fulfilment, and collection
• Manage a portfolio of key accounts allocating time & resources as appropriate to maximize profitability from these accounts in supervision of Head KAM
• Study and understand specific client context, needs and requirements
• Prepare sales plans and strategy for targeted key accounts basis market/ business intelligence
• Support development of pricing/ promotional strategies for key accounts in coordination with category heads and sales excellence team
• Promptly respond to and resolve customer grievances and concerns
• Create account plans annually and update quarterly; understand competition presence accounts and create share improvement plans
• Prepare performance updates for monthly reviews with Head of Key Accounts and NSH

Business Development

• Support development and drive implementation of account acquisition plan
• Coordinate with zonal heads and branch managers to identify new key accounts and opportunities
• Benchmark and evaluate new potential key accounts and opportunities observed in the market/ competitive environment; Ensure strong referrals from existing key accounts
• Drive development of effective sales presentation and pitches in coordination with design and marketing team to ensure account conversion, onboarding and retention
• Support pricing/ promotion strategies for new key accounts in coordination with category head and sales excellence team

Influencer Management

• Serve as an end-to-end point of contact for the key influencers Architects, Interior designers etc.
• Provide inputs in to sales excellence and category heads for development of influencer loyalty programs and campaigns for key influencers; Drive implementation of programs and campaigns for key influencers and accounts
• Identify and build long lasting relationships with prominent key influencers; Ensure strong referrals to key accounts from influencers.

Operations

• Coordinate with zonal heads and zonal sales teams to ensure assistance in serving key accounts in respective zones
• Liaise with planning & logistics head to drive final dispatch & logistics to key accounts; Ensure OTIF
• Support forecast of annual sales potential for key accounts basis market observations and data
• Monitor and Track sales performance against planned on a periodical basis for named list of accounts

Customer Centricity

Customer Experience and Acquisition

• Support development of innovative products for the key accounts basis market/ business intelligence and feedback from key accounts
• Identify and co-ordinate the prompt resolution of service problems with key accounts; Ensure superior experience for key accounts
• Take a people approach to develop long lasting relationship with key accounts and stakeholders

People

Ensure staff development

• Guide and monitor performance of direct reports, providing timely feedbacks
• Support the identification of training and development needs in collaborations with sales excellence head
• Determine and communicate staffing needs to HR, interview candidates as necessary

Digital First

• Leverage analytics to analyze market data and trends to forecast account potential for key accounts
• Using market data and customer needs, customize product portfolio for specific pitch for key accounts
• Monitor sales performance along key KPIs, proactively highlight issues, ensure resolution
• Leverage digital tools to effectively manage and track new leads and opportunities
• Update CRM for all opportunities and account engagement plans