Key Account Operations Manager

Funko; Greater London; On-site; GBP 85,000 - 120,000; Full time

Benefits offered by this job

Discretionary bonus

Career growth opportunities

Job summary

Funko in Greater London is seeking a Manager, BTB Key Accounts to lead the Key Account Coordinators Team, driving service for Strategic Tier 1 portfolios and coordinating with the sales team to meet top-line goals.

You will partner with product development and logistics to ensure smooth order execution, deliver against KPIs, and escalate issues with effective training and process improvements. A focus on data-driven reporting and stakeholder communication is essential.

Qualifications

• Extensive experience in Key sales support or administration for highly complex and/or top customers.
• Previous experience in a direct manager or Lead role in a sales administration capacity.
• Polished professional with quick response time and urgency.
• Excellent interpersonal, written, and verbal communication skills - English.

Responsibilities

• Improve Key customer account service and satisfaction levels amongst our Key strategic partnership accounts.
• Create process/best practices for the KAC team and other associated and inter-dependent departments.
• People management responsibilities including coaching and development plans for team members.
• Interacts with internal product development and logistics teams to ensure smooth execution of sales orders for Key customer accounts.
• Works directly with sales representatives and key retail partners to ensure objectives are met.
• Manage key account routing and labelling requirements and customer organization.
• Create ad-hoc reporting for customers and SVP & RGM - EMEA.
• Determine service requirements by engaging with customers, benchmarking best practices, and analysing data.
• Improve processes by evaluating and redesigning to meet service metrics and KPIs.
• Establish customer escalation plans and identify training needs.
• Develop quarterly KPI targets and monthly reviews for the team.
• Oversee holiday and sickness cover for KAC team members.
• Support intercompany departments to provide necessary task details.
• Assist with complex order book management issues (Domestic or FOB).
• Contribute to SMT or Senior Director Sales Operations projects.

Skills

Key account management

People management

Sales administration

Analytical skills

Microsoft Office

Power BI

ERP systems

Communication skills

English

Tools

Power BI

D365

Oracle

Job description

The Manager, BTB Key Accounts is responsible for managing the Key Account Coordinators Team (KAC) who handle Strategic Tier 1 customer portfolios and operational transactions in partnership with designated members of the sales team; including the processes and systems related to servicing specific retail accounts and support of sales staff. The role manages the delivery of administrative and operational assistance designed to ensure organizational goals and metrics are achieved and the companies top 60 accounts are given the appropriate service. This position will be to manage a team, enabling them to deliver against key KPIs as designated by the Snr Director of Sales Operations.

WHAT YOU'LL DO:

• Improve Key customer account service and satisfaction levels amongst our Key strategic partnership accounts.
• Create process/best practices for the KAC team and other associated and inter-dependent departments
• People management responsibilities to include identification and fostering of individual team member growth plans through ongoing coaching. Provide team members with the appropriate training, tools, direction and motivation to enable their success
• Interacts with internal product development and logistics teams to ensure smooth execution of sales orders for Key customer accounts
• Works directly with sales representatives and key retail partners to ensure sales and customer service objectives are met
• Understands and manages key account routing and labelling requirement, customer organization
• Create Ad-hoc reporting as requested by customers and SVP & RGM - EMEA
• Determines service requirements by maintaining contact with customers; understanding operational requirements; benchmarking best practices; analysing information and applications
• Improves quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes
• Establish customer escalation plans to ensure issues are effectively communicated and identify areas of system and/or training improvement is required
• Develop measurable quarterly KPI’s for team members. Maintain a monthly review schedule with direct reports and department team leads
• Hold team responsibility for achieving quarterly goals and KPI’s
• Authorising holiday and arranging sickness cover for KAC team members
• Working with intercompany departments to ensure sales team have access to all detail to complete their tasks
• Assisting the team with any complex order book management issues, whether Domestic or FOB.
• Assisting in projects assigned by the SMT or the Snr Director Sales Operations.

WHAT YOU'LL BRING:

• Extensive experience in Key sales support or administration for highly complex and/or top customers, preferably in the consumer products industry
• Previous experience in a direct manager or Lead role in a sales administration capacity
• Polished professional that has a quick response time and a sense of urgency
• Has excellent interpersonal, written, and verbal communication skills - English
• Has demonstrated the ability to manage several important priorities at once
• Analytical mind with a good understanding of numbers
• Ability to work on own initiative and think outside the box
• Strong administration experience and organisational skills
• Ability to identify business issues, formulate plans to resolve these issues, and effectively communicate the results to management
• Excellent Microsoft Office skills (Word, Excel & PowerPoint) & with Power BI
• Experience working with an ERP system (D365 is current system, moving to Oracle in 2022)
• Demonstrated client services focus

WHY JOIN

• This is a fantastic opportunity within a rapidly expanding business, which is on track for phenomenal growth
• The opportunity to help grow something from a relatively small base within a highly buoyant marketplace
• Excellent promotional opportunities as the business grows
• Outstanding culture, which is fun, dynamic, and constantly evolving

WHAT FUNKO OFFERS

Funko offers competitive salaries, and our benefits include 25 days annual leave per year (pro rata), pension, discretionary company bonus and a wide variety of discounts (shopping, food & drink, entertainment and health & fitness) through Perkbox. Funko is an equal opportunity employer. We know that every superhero has a unique origin story, and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.