Key Account Manager

ABOUT THE ROLE

• The Account Manager will be responsible for bringing onboard high net worth sellers, merchants, and FMCG businesses on Doroki and driving activities to deliver on set targets. The main goal is to acquire new small and medium scale Merchants/Sellers/Businesses and manage relationships with existing ones.
• To be successful you will need to be comfortable spending significant time in the field with merchants and businesses and working with them to exceed set targets. You must be someone with a strong ability to influence and work collaboratively across teams.

PRIMARY RESPONSIBILITIES

• Achieve commercial targets - the account manager has the ownership of achieving the overall commercial targets set for the territory of coverage. The targets include but are not limited to active merchant recruitment, Merchant retention and Revenue.
• Proactively acquire new FMCG merchants and deepen existing relationships, by building a healthy pipeline of prospects using approved sales CRM tools.
• Develop a solid and trusting relationship between major key FMCG clients and the company
• Regular virtual meetings with FMCG merchants or sales visits to demonstrate and present Doroki product offerings.
• Develop in-store visibility plans for Doroki in collaboration with FMCG merchants’ management; and follow up to achieve timely & effective implementation.
• Resolving key client issues and complaints
• Strategic planning to improve client results
• Negotiating contracts with the client and establishing a timeline of performance
• Expand relationships and bringing in new clients
• Manage merchants’ expectations, adhere to company policies, procedures & controls, and ensure compliance with rules & regulations
• Analyse & monitor FMCG merchant operations and channel trends to be able to make recommendations on business and service enhancements
• Work with support teams to ensure that FMCG businesses get adequate support and proper communication to drive satisfaction and usage
• Conduct regular spot checks on merchant activities and share feedback with the team
• Identify emerging markets and market shifts while being fully aware of new products and competition status
• Analyse data using available tools/dashboard
• Understand, utilise, and support the service architecture created for the support of Key Doroki merchants
• Give timely updates or gather market intelligence on Doroki service efficiency and effectiveness and channel issues and concerns to the appropriate unit
• Pilot new services initiatives for key Doroki merchants and provide feedback for enhancements
• Identifies service enhancements/service improvements, document them and discuss them with the line manager
• Conduct periodic surveys on merchants for service improvement
• Use trends to engage proactively, and support key merchant business by introducing new ways to optimize channels.
• Generates and reports daily/ weekly key merchant Performance to the line manager
• Work with the marketing team and line manager, to ensure proper branding support is delivered to key merchants on time

KEY COMPETENCIES

• Strong leadership
• Strong interpersonal/communication skills
• Takes initiative and ownership
• Company and Customer expertise
• Skilled negotiator
• Value based selling
• Strong ability to motivate, influence and advice people
• Strong planning and organizational skills
• Attention to detail
• Ability to multi-task and manage competing priorities
• Good judgement and decision-making ability
• Excellent communication skills – verbal, non-verbal and written
• Strategic thinking skills
• Problem solving skills

KNOWLEDGE AND SKILL REQUIREMENTS

• Bachelor’s degree from an accredited university or college
• Previous experience working in the FMCG or Service industry
• Must be able to work in a high-velocity, high performance environment.
• Must be able to develop and communicate competitive landscape analysis
• Proficient in the use of sales CRM tools.
• At least 5 years’ relevant experience in B2B sales
• Strong analytical and problem-solving skills
• Provide outstanding customer service