Key account manager

Key Responsibilities

Customer Delivery & Relationship Management

• Act as the main liaison for key accounts, ensuring customer expectations are consistently met and exceeded.
• Chair and participate in regular customer reviews to strengthen long-term relationships and identify opportunities for service enhancement.
• Ensure timely resolution of any customer issues, including managing 8Ds, collaboration meetings, and monthly KPI reviews.
• Monitor and report on account performance metrics, proactively addressing any issues before formal reviews.

Business Development

• Identify and pursue new business opportunities within a 100 km radius of the plant, leveraging existing relationships and market insights.
• Support the strategic implementation of new projects and services aligned with customer needs.
• Collaborate with internal teams to develop tailored solutions that enhance customer satisfaction and drive growth.
• Achieve agreed regional budget targets and contribute to in‑country and group budgets through cross‑selling and generating new opportunities.
• Support accurate monthly and quarterly forecasting by providing timely, reliable pipeline and revenue updates.
• Ensure all new business secured meets or exceeds agreed profit margin requirements.

Operational Support

• Ensure all customer-facing activities comply with company standards, safety regulations, and project requirements.
• Work closely with quality and operations teams to maintain high standards and close out any audit non-conformities.
• Support the rollout and effective use of systems such as QTrak, providing feedback for improvements.
• Manage inefficiencies within plant operations to ensure cost control and minimise plant expenses.

Finance & Administration

• Assist in resolving invoice queries, service confirmations, and payment issues promptly.
• Ensure accurate and timely reporting for internal and customer-facing systems.

HR & Resourcing

• Work with Resource partners to ensure the ongoing provision of the right temporary labour as and when required. Providing the Operations Management with the appropriate feedback.
• In collaboration with the HR Manager, provide support to Operations Management in the effective handling of all HR‑related topics within your operation.
• Manage the succession planning, to ensure the area has a successful personal development programme to meet future requirements.

  Person Specification

• Proven experience in Operations, customer/account management or customer-facing roles within a high-pressure environment.
• Strong communication and relationship-building skills, with the ability to engage stakeholders at all levels.
• Analytical mindset with proficiency in IT systems (SAP experience advantageous).
• Flexible, proactive, and capable of multitasking and problem-solving.
• Hands-on approach with a focus on delivering results and driving continuous improvement.