Key Account Manager: (Durban)

AVBOB South Africa; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading company in South Africa is seeking a strategic account manager to enhance customer relationships and drive business growth. The role involves developing account plans, executing marketing strategies, and ensuring exceptional service delivery to clients. The ideal candidate will have strong strategic planning skills and experience in customer relationship management.

Qualifications

• Experience in creating strategic customer account plans.
• Ability to analyze customer needs and expectations.

Responsibilities

• Develop and execute strategic customer account plans.
• Establish and maintain relationships with senior management.
• Conduct routine visits and provide exceptional customer service.

Skills

Strategic Planning

Customer Relationship Management

Market Analysis

Job description

Responsibilities Include

• Create strategic customer account plans.
• Analyse and identify the needs (and expectations) of the customer. Understand the customer’s business drivers, tapping into the customer behaviour and decision-making journey to deliver AVBOB’s business objectives.
• Create appropriate strategic account plans to support the overall business development strategy. Develop a compelling value proposition that is relevant for the customer but offers differentiated solutions from competitors by expanding AVBOB’s value proposition to meet the needs of the customer, in pursuit of the short-term and long-term objectives of the business.
• Set sales growth targets for the strategic accounts of responsibility and develop appropriate tactical plans for the achievement of business targets.
• Expand the existing AVBOB customer base by identifying and acquiring new strategic customer accounts, developing and implementing strategic customer account plans to deliver business growth.
• Increase penetration and market share in strategic accounts by driving AVBOB product usage through developing and executing strategic customer account plans.

Development and execution of Marketing Plans

• Develop joint marketing plans in collaboration with the senior management of the strategic customer accounts.
• Implement the joint marketing plan with the objective of increasing awareness of AVBOB’s value proposition, penetration, and usage of AVBOB products in the existing customer base, consequently growing market share in the strategic account.

Implement a Customer Relationship Management (CRM) plan

• Establish and maintain relationships with relevant senior management at the strategic customer accounts, for both existing and new customers, by driving the CRM plan.
• Create cross-functional alignment internally, through to the management of key stakeholders at the strategic customer accounts.

Establish and maintain client relationships

• Develop provincial strategic customer account plans and work closely with Provincial Management teams to actively drive the implementation of AVBOB plans with the strategic customer accounts.
• Establish a strong network of business contacts and leverage these relationships to drive AVBOB’s business agenda.

Client service

• Conduct routine visits and hold regular structured meetings with key customers to discuss plans and business deliverables.
• Be available to address customer queries and concerns promptly, coordinating with internal AVBOB structures to provide exceptional service.
• Become a subject matter expert on AVBOB products and services to provide accurate advice and excellent customer service.
• Understand principles of creating an excellent tailor-made customer experience for each customer.
• Proactively pursue opportunities and lead the execution of high-profile funerals to uphold the brand promise, showcase the ‘perfect funeral’ experience, and enhance brand image.

Business reporting

• Provide comprehensive management reports on the implementation of strategic account plans.
• Conduct periodic business reviews to identify strengths and weaknesses, evaluate operational effectiveness, and ensure that goals and milestones are met.
• Report monthly on conversion rates from new and existing sources of business.
• Ensure marketing initiatives adhere to budgets and deliver expected ROI, reducing customer acquisition costs.