Manager Customer Account Management

DKSH; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

DKSH is seeking a Manager in Customer Account Management (KAM) to lead commercial strategy for Modern Trade clients, drive sales growth, and strengthen partnerships. You will own the account relationship, craft joint business plans, and ensure disciplined trade execution to boost brand presence and market position.

The role requires deep FMCG knowledge, robust negotiation and communication skills, and the ability to collaborate across sales, finance, supply chain, and merchandising to achieve

Qualifications

• Degree in Sales, Marketing, or a related field.
• Minimum 7 years of experience in a similar key account management role, with at least 3 years in a managerial capacity, preferably FMCG.
• Advanced knowledge of industry, market landscape, competitors, and customers.
• Strong selling, key account management experience in FMCG.
• Proficient with office tools including Excel, Word and PowerPoint.
• Fluency in English, both written and spoken.

Responsibilities

• Lead and manage assigned Modern Trade customers as the primary commercial contact and owner of the full account relationship and performance.
• Build strong relationships with key customer decision-makers to enable long-term partnerships.
• Develop and execute Joint Business Plans aligned with customer and company growth objectives.
• Conduct regular business reviews to identify opportunities and mitigate risks.
• Represent DKSH professionally across customer engagements and negotiations.
• Deliver sales, revenue, market share, and profitability targets through annual account plans and strategies.
• Collaborate with internal stakeholders to develop accurate sales forecasts and plans.

Skills

Key account management

Negotiation skills

Communication skills

English fluency

Education

Degree in Sales/Marketing or related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

About The Role

The Manager, Customer Account Management (KAM) is responsible for leading the commercial agenda for assigned Modern Trade customers within the portfolio, driving sustainable sales growth, market share expansion, and profitable customer partnerships. This role shapes DKSH's business outcomes by delivering strategic account management, joint business planning, and disciplined trade execution that strengthens the brand presence and market position.

What You Will Deliver

• Lead and manage assigned Modern Trade customers as the primary commercial contact, owning the full account relationship and performance
• Build strong, collaborative relationships with key customer decision-makers and stakeholders to enable long-term commercial partnership
• Develop and execute Joint Business Plans (JBPs) aligned with both customer and company growth objectives
• Conduct regular business reviews to identify opportunities, mitigate risks, and drive category growth
• Represent DKSH and client professionally across all customer engagements and commercial negotiations
• Deliver sales volume, revenue, market share, and profitability targets for assigned customers through well-structured annual account plans and commercial strategies Identify opportunities for assortment optimization, shelf improvement, and category development to strengthen brand performance at the point of sale
• Drive effective pricing, promotional, and trade investment strategies to maximize Return on Investment (ROI) and commercial returns
• Monitor business performance consistently and implement corrective actions where required to protect and grow account results
• Negotiate annual trading terms, promotional programs, listing agreements, and commercial contracts to secure favorable and sustainable outcomes
• Manage customer‑specific trade budgets and investments, evaluating pre‑ and post‑promotion performance to continuously improve promotional effectiveness and impact
• Ensure all promotional execution is aligned with Ferrero's brand standards and category objectives
• Collaborate with internal stakeholders and demand planning teams to develop accurate sales forecasts, monitor stock availability, and minimize Out of Stock (OOS) situations, excess inventory, and operational disruptions
• Analyse customer insights and market intelligence to identify and develop growth opportunities
• Collaborate closely with Client, client management, finance, supply chain, and merchandising teams to ensure successful execution of promotional plans, new product launches, festive activations, and customer‑specific initiatives
• Analyse sales performance, customer profitability, market trends, and competitive activities, preparing monthly business reviews, account scorecards, and performance reports to drive accountability and informed decision‑making
• Track Key Performance Indicators (KPIs) and ensure achievement of agreed business targets
• Manage and oversee team delivery of function goals, driving consistent execution and high performance
• Champion team learning and development in Customer Account Management (KAM) and DKSH values, while pursuing continuous self‑improvement to lead by example
• Administrative duties and coordination tasks as required

What You Bring

• Degree in Sales, Marketing, or a related field
• Minimum 7 years of experience in a similar key account management role, with at least 3 years in a managerial capacity, preferably within the Fast Moving Consumer Goods (FMCG) industry
• Advanced knowledge and understanding of the industry, market landscape, competitors, and customers
• Sound selling skills with proven key account management experience in FMCG
• General understanding of supplier and customer relationship management, encompassing supply chain, field marketing, and branding
• Strong negotiation and communication skills with the ability to influence and build trust at senior customer levels
• Proficiency in office productivity tools including Microsoft Excel, Word, and PowerPoint
• Fluency in English, both written and spoken

Why Join DKSH

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long‑term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Customer Account Management (KAM).