Introduction:
The role of Customer Management Manager is an integral part of our organization's to drive excellence in trade marketing execution in key accounts management. The incumbent will be responsible for leading our strategy within modern trade channels to deliver all KPIs primarily sales targets. This position requires a deep understanding of market dynamics, compliance regulations, and customer relationship management.
Key Responsibilities:
1. Client Relationship Management
o Develop and maintain strong relationships with key accounts, 12 accounts to be managed in total.
o Understand client needs and provide tailored solutions to enhance customer satisfaction and loyalty.
o Conduct regular meetings and presentations to communicate product USPs, compliance standards, and product placement and pricing strategies.
o Ensure accounts’ payments and contracts are optimal and on time.
2. Regulatory Compliance
o Ensure adherence to tobacco regulations and industry standards.
o Collaborate with legal and compliance teams to mitigate risks associated with the sales and distribution of our products
3. Sales Strategy Development
o Develop and implement sales strategies to achieve account-specific volume and value targets and market share goals.
o Analyze market trends and competitor activities to identify opportunities for growth within assigned accounts.
o Create activation campaigns in alignment with regulatory guidelines to ensure optimal sales performance within the accounts managed
4. Cross-Functional Collaboration
o Work closely with national sales team (General Trade), brand deployment, and business planning team to ensure alignment in meeting company’s targets.
o Facilitate communication between key accounts and distributor to address issues and enhance service delivery.
o Participate in forecasting and inventory management to ensure optimal product availability.
5. Performance Analysis
o Monitor sales performance, conduct regular reviews, and report on account metrics to Country Manager
o Utilize scan data to track account trends, measure effectiveness of initiatives, and inform future strategies.
o Set and evaluate key performance indicators (KPIs) to drive continuous improvement.
6. Team management
o Provide coaching and support to one team member which will report to the incumbent
o Leads with clear goals, KPIs and authenticity. The incumbent must embrace the values of BAT when leading his team member to achieve the aligned goals cohesively.
Skills and Qualifications
• Proven experience in account management, preferably in the tobacco or FMCG sector.
• Strong understanding of regulatory frameworks governing the tobacco industry.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to analyze data and market trends effectively.
