Key Account Manager

SUMMARY:
Key Account Manager/Client Relationship Manager

POSITION INFO:

Role Purpose

The Key Accounts Manager (KAM) is responsible for retaining, growing, and optimising strategic client accounts within the Selby branch portfolio. The role ensures service excellence, contract compliance, client satisfaction, and profitable growth, acting as the primary interface between the branch and its key customers.

Key Responsibilities

Client Relationship Management:

• Serve as the primary point of contact for allocated key accounts
• Build and maintain long-term, trust-based relationships with senior client stakeholders
• Conduct regular client review meetings, performance reviews, and service audits
• Proactively manage and resolve escalations to ensure high client satisfaction

Contract & Commercial Management:

• Ensure full compliance with contractual service-level agreements (SLAs) (where applicable)
• Manage contract renewals, amendments, and pricing discussions
• Identify and implement upselling and cross-selling opportunities
• Protect and grow account profitability through cost control and scope optimisation

Service Delivery Oversight:

• Work closely with Operations, Helpdesk Administrator, Branch Administrator and Teletrader to ensure consistent service delivery
• Monitor service performance metrics, hygiene compliance, and KPIs
• Support mobilisation of new contracts and stabilisation of existing accounts (retention)

Financial & Reporting Accountability:

• Monitor account-level revenue
• Prepare and present accurate monthly reports, forecasts, and action plans
• Support budgeting processes and corrective actions where performance deviates

People & Stakeholder Coordination:

• Collaborate with site managers and supervisors to drive accountability
• Support people management initiatives related to client sites (performance, conduct, training)
• Act as a brand ambassador for all client engagements

Key Performance Indicators (KPIs)

• Client retention rate
• Revenue growth per key account (Trading & Additions)
• SLA compliance and audit scores (where applicable)
• Client satisfaction and feedback

Minimum Requirements

Qualifications:

• Relevant tertiary qualification in Business, Operations or Sales
• Valid driver’s licence (essential)

Experience:

• Minimum 5–7 years’ experience in Key Account Management or Client Relationship Management
• Demonstrated ability to manage large, multi-site client portfolios

Skills & Competencies

• Strong commercial and financial acumen
• Excellent client-facing, negotiation, and communication skills
• Ability to manage complexity across multiple stakeholders
• High level of planning, organisation, and attention to detail
• Strong problem-solving and escalation management capability
• Proficiency in MS Office and CRM systems

Behavioural Competencies

• Customer-centric mindset
• Results-driven and accountable
• Professional, resilient, and ethical
• Collaborative and relationship-focused
• Ability to work under pressure and meet deadlines

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