Key Account Manager

Job Description



Responsible for one or more clients, focusing on the commercial relationship and the monitoring of the quality of the services provided;
Guarantees the legal coverage of the performed (logistics) activities;
Develops a good working relationship with customers to enhance customer satisfaction and customer retention;
Is the internal key source regarding customer and market intelligence for his/her customer portfolio;
Follows up closely and comments the profitability of these customers internally.


Responsibilities

Monitors the compliance with the contractual agreement from both the customer and the own organization;
Negotiates and renegotiates contract extensions or ad hoc services;
Determines the most crucial needs of assigned customers and translates this into an annual key account plan to ensure that they receive first-class customer care and service;
Performs an annual customer satisfaction query and responds to this with an action plan;
Interacts and communicates with the client on a regular basis to determine changing tastes and preferences;
Guarantees monthly accurate invoicing;
Delivers the annual budget and comments the financial result in a monthly management letter;
Has full P&L responsibility for the assigned customers.
Toolkit:
Monthly management meeting;
Volume review & forecast;
KPI performance;
Issue log review.

Contract Dashboard;
Customer satisfaction query;
Management letter;
Communication plan.

As there is no hierarchical link, it is crucial that the Key Account Manager develops a relationship of trust and confidence with the Operations manager.