Key Account Manager (National clients) About the role: This role applies a systematic approach to managing key accounts, focused on maximizing mutual value and achieving shared goals.
As a key leader, you will have functional responsibility for overseeing nationwide operations of key contracts, ensuring delivery in line with service level agreements and annual business budgets.
You will develop and execute strategic and tactical plans, providing leadership, guidance, and direction to account management teams, State Managers, State Operations Managers/CSMs, and other stakeholders ensuring they can perform their roles effectively and efficiently, whilst delivering on our value proposition.
Operating Environment: Provide proactive visible leadership and support to Operational Management, driving strategic imperatives and high standards of customer service and engagement.
Work alongside Operational Management in the field, assessing site performance and collaborating on action plans to address gaps.
Liaise regularly with clients and stakeholders, ensuring progress on plans through structured governance meetings and documented action points.
Key Duties include: CRM & Account Management: Develop strong client relationships and account plans to drive growth and profitability.
Maximize opportunities for new business and innovation.
Ensuring service delivery meets contractual requirements.
Disciplined approach to CRM platforms.
Innovative approach to service delivery.
Leadership: Provide leadership, direction, and accountability across all levels.
Oversee performance, staff development, resource management, and operational decision-making.
Ensure compliance with performance targets and address performance gaps.
Performance: Manage account performance, ensure strategic plans are implemented, and monitor key metrics.
Address non-compliance, customer needs, and service improvements, ensuring adherence to policies and legal requirements.
Reporting: Ensure timely and accurate reporting on account performance, budgets, and variances.
Provide strategic advice on risk management, supply chain governance, and future infrastructure needs.
Training: Conduct training needs analysis, ensure compliance with training schedules, and oversee the development of talent.
Ensure all workers receive necessary inductions and role-specific training.
Support and drive Talent management and succession planning processes.
Innovation: Continuously review and improve operational processes, adapting to customer needs.
Foster a sustainable long-term partnership with clients and multiple stakeholders to drive innovation and long-term success.
Skills and requirements: Essential: Extensive experience in high-volume, medium to large service environments.
Proven ability to design, implement, and evaluate systems and processes.
Excellent communication and interpersonal abilities, with a focus on exceptional customer service.
Senior management experience in dynamic, evolving industries.
Proficient in the MS Office Suite.
Ability to interpret concepts and oversee effective solutions.
Strong project management skills.
Expertise in developing and implementing innovative plans in response to briefs, market conditions, and competitors.
Demonstrated success in strategic development and execution.
Desirable: Senior management experience in a large, diversified services organization.
Proficient in CRM and MSP systems.
Familiarity with design thinking and/or Force Field Analysis (FFA) methodologies.
Experience presenting complex strategic issues to mid-level management.
Tertiary qualifications in business management, accounting, or a related field (preferred).
