Manager, Key Account Management (FMCG)

DKSH Malaysia Sdn Bhd; Petaling Jaya; On-site; MYR 134,000 - 223,000; Full time

Job summary

DKSH Malaysia Sdn Bhd seeks a Manager, Customer Account Management (KAM) to lead the commercial agenda for Modern Trade customers, driving sustainable sales growth, market share expansion, and profitable partnerships. You will own the full account relationship and shape joint business plans, while collaborating with cross-functional teams to ensure disciplined trade execution.

You will deliver forecasts, manage trade budgets, negotiate terms, and monitor performance through regular reviews.

Qualifications

• Degree in Sales, Marketing, or a related field.
• Minimum 5 years of experience in a similar key account management role, with at least 3 years in a managerial capacity. FMCG KAM experience is a MUST.
• Advanced knowledge of industry landscape, competitors, and customers.
• Strong negotiation and communication skills with the ability to influence at senior customer levels.
• Proficiency in office productivity tools including Excel, Word, and PowerPoint.
• Fluency in local language and ideally English; Mandarin/Cantonese is a plus.

Responsibilities

• 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 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 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
• Analyze 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 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

Skills

Negotiation skills

Communication skills

Stakeholder management

Leadership

Education

Degree in Sales, Marketing, or related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

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

Job Requirements

Degree in Sales, Marketing, or a related field

Minimum 5 years of experience in a similar key account management role, with at least 3 years in a managerial capacity. Experience in FMCG Key Account Management is a MUST.

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

Demonstrate fluency in local language and ideally in English, both written and spoken. Able to speak in Mandarin / Cantonese will be an added advantage as will need to liaise with Chinese speaking customers.

Advertising, Marketing & Communications Services 1,001-5,000 employees

DKSH’s purpose is to enrich people’s lives. For nearly 160 years, we have been marketing, selling, and

distributing high-quality products and brands for multinational and Fortune 500 companies. Through our

Business Units Consumer Goods, Healthcare, Performance Materials, and Technology, we deliver

sustainable growth for our partners. We contribute to improving the quality of life for our employees and

people in the local communities in which we operate. Headquartered in Switzerland, DKSH is publicly

listed and operates in 36 markets across Asia Pacific, Europe, and North America. We employ over

29,000 specialists and produced net sales of CHF 11.1 billion in 2023.

DKSH’s purpose is to enrich people’s lives. For nearly 160 years, we have been marketing, selling, and

distributing high-quality products and brands for multinational and Fortune 500 companies. Through our

Business Units Consumer Goods, Healthcare, Performance Materials, and Technology, we deliver

sustainable growth for our partners. We contribute to improving the quality of life for our employees and

people in the local communities in which we operate. Headquartered in Switzerland, DKSH is publicly

listed and operates in 36 markets across Asia Pacific, Europe, and North America. We employ over

29,000 specialists and produced net sales of CHF 11.1 billion in 2023.