About the Role
Manages major strategic accounts across a region, or country. Responsible for the realization of sales objectives within the assigned group. Responsible for maintaining relationships with the key account and for the negotiation of customer contracts in accordance with overall company sales strategy. Co-ordinates the activities of all functions with whom the customer has direct contact in order to provide a consistent and cohesive service. Monitors competitive activity within accounts and disseminates information to relevant parties.
Responsibilities
- Key Account / Customer Management
- Manage customer needs and ensure customer satisfaction and long term relationship
- Deliver speedy and quality action to changing customer needs, market conditions and competitor activity
- Manage customer's account and ensure good credit status and effective cash collections
- Prevent contract terminations and achieve customer retention
- Achieve Key Accounts KPI
- Enable effective communication between customer and cross-functional team in order to provide strong team representation to meet the customer's expectations
- Ensure compliance to standard process, procedures and quality standards
- Monitor competitor activities and act on counter measures
- Promote company products and services
- Resolve customers complaints with urgency and in accordance with company policy
- People Management
- Conduct weekly KA alignment meeting
- Ensure communication and understanding of company objectives and policies among KA team
- Lead synergy with cross-functional teams and managers
- Take action for self-improvement either through private study, membership of suitable associations and attendance at courses
- Credit Management
- Drive cash collection and achieve DSO target across the customer base
- Ensure customer credit is kept within the targeted guidelines of the business
- Ensure team understanding and compliance to agreed policy on credit management
- Customer Care Service
- Deliver outstanding customer care service through the Customer Contact Strategy
- Continuously improve customer needs by developing good customer relationships by monthly face to face and visit
- Work closely and leverage with cross-functional team members to develop strategic approaches and customer solutions
- Enable cross-functional teams by properly managing customer expectations at the onset of the sale
- KPI Management
- Revenue
- Profit
- Customer / Colleague Retention
- Zero Terminations
- DSO
- Administration and Policy Directive
- Ensure accuracy and completeness of required documents for both Pest and Hygiene for New Business and Jobs Sales prior to service or treatment
- Ensure on-time and accurate Sales reports
- Prevent and resolve terminations and complaints; and act efficiently on inquiries, orders and other sales document
- Manage day to day sales activities, including proposal, service agreement, prospecting, market development, handling complaints and termination calls
- Develop, recommend and implement policies that would increase productivity thereby realizing and achieving sales targets, reduce customer complaints, and controls that would minimize if not eliminate risk & losses to the business
- Customer Development
- Resolve customer complaints & inquiries with urgency and importance following the company SOPs and 2/24 promise
- Conduct regular quality inspection and customer visit to maintain good business relationship and improve customer retention
- Act on potential sales and collection opportunities on the service area to generate incremental business, up-selling and improve cash collection
- Attend required training, meetings, conferences and other official company functions necessary for business growth, government legislation compliance and customers requirements
Qualifications
- Formal Education and Training: College graduate with at least 3 to 5 years managerial experience in the areas of customer service relationship and leading people.
- Years and type of Experience required: Graduate of Agriculture or Biology, with at least 3 years relevant work experience in a sales and service oriented company.
Required Skills
- Key Account Management: 3 years
- People Development: 2 years
- Industry Knowledge Pest Control & Hygiene: 3 years
