Strategic Key Account Lead – Growth & Service Excellence

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

Job summary

Royal Canin, part of Mars, is seeking a PSRO Key Account Manager to lead end-to-end management of strategic customer accounts across Malaysia. You will drive operational excellence, governance, and sustainable growth, acting as the primary interface between customers and internal stakeholders.

The role involves contract renewals, business reviews, and close collaboration with sales, marketing and eCommerce to identify opportunities and deliver superior service throughout Malaysia.

Qualifications

• Minimum bachelor’s degree in business studies/administration/management, Marketing or equivalent.
• Strong understanding of account management principles and customer engagement strategies.
• Knowledge of supply chain, order management, logistics, or related operational processes.
• Proficiency in KPI management, performance reporting, and business analytics.
• Understanding of contract management and service level agreements (SLAs).
• Experience working with consumer-packaged goods (CPG) brands is preferred.
• Computer literate, proficient in Microsoft Excel, PowerPoint and Word.
• At least 3-5 years of key accounts management experience.
• Strong commercial and business acumen with good negotiation skills.
• An interest for pets/ nutrition would be a plus.
• Possess valid driver’s license. Willing to travel.

Responsibilities

• Serve as the primary point of contact for assigned strategic accounts across Malaysia.
• Build and maintain relationships with customer decisionmakers, operational teams, and executive stakeholders.
• Understand customers' business objectives, operational challenges, and strategic priorities.
• Conduct regular customer engagement sessions, business reviews, and governance meetings.
• Represent the voice of the customer internally and advocate for customer needs and requirements.
• Develop and execute account plans to strengthen customer retention and satisfaction.
• Lead the contract renewals (JBP), business reviews, and commercial discussions.
• Partner with sales, marketing and eCommerce teams to drive account growth and retention.
• Monitor market trends and customer requirements to identify new business opportunities.
• Build the strategic accounts to be the role model of category excellences.
• Oversee the delivery of services to ensure compliance with SLAs and KPIs.
• Coordinate with cross-functional teams to resolve customer issues and drive improvements.
• Ensure operating processes are standardized and aligned with best practices.
• Identify risks and implement mitigation actions; support audits where applicable.
• Collaborate with local and global teams to align customer strategies and priorities.

Skills

Account management

Customer engagement

KPI management

Data analytics

Negotiation skills

Leadership

Willing to travel

Education

Bachelor’s degree in business/administration/management or Marketing

Tools

Microsoft Excel

PowerPoint

Word

Job description

Royal Canin, part of Mars, is seeking a PSRO Key Account Manager to lead end-to-end management of strategic customer accounts across Malaysia. You will drive operational excellence, governance, and sustainable growth, acting as the primary interface between customers and internal stakeholders.

The role involves contract renewals, business reviews, and close collaboration with sales, marketing and eCommerce to identify opportunities and deliver superior service throughout Malaysia.