Key Accounts Manager (Cape Town) at OneCart

Job Description
OneCart is looking to hire a Key Account Manager who will serve as the primary relationship owner for one of OneCart's multiple accounts, i.e., Woolworths, within the WW Dash. The Senior Account Manager will ensure the retention and growth of this key account. Responsibilities include leading client onboarding, presenting content and strategy, working with the client to identify needs, consulting on best practices for solutions and setup, and aligning merchant campaigns with OneCart’s for amplification.

Core Activities & Accountabilities

• Serve as the lead point of contact for key account management
• Build and maintain strong, long-lasting client relationships with key accounts
• Develop a thorough understanding of the clients' needs and requirements and prepare customised solutions
• Develop and deploy strategies for the account plan to improve the customer experience, increase customer retention, and drive account growth in line with OneCart's strategy
• Manage the strategic account plan, weekly client communications, and project and action progress
• Lead strategic, cross-functional initiatives to ensure continuous improvement and value creation for key accounts
• Define, drive, and report on customer success metrics
• Drive regular check-ins with key accounts to continue growing the account
• Develop trusted advisor relationships with key accounts
• Ensure timely and successful delivery of solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with Woolworths and identify areas for improvement
• Assist with challenging client requests or issue escalations as needed
• Address and resolve key account clients' complaints
• Provide superior customer service and ensure client satisfaction
• Act as the main point of contact between key clients and internal teams
• Identify opportunities for improvement and propose new tools and processes
• Develop and maintain excellent knowledge and understanding of our business, offerings, competitors, and industry
• Negotiate contracts with key clients and meet established deadlines for the fulfillment of each client's long-term goals

Reporting

• Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts)
• Prepare and compile reports on account progress, goals, and forecasts for account teams and stakeholders
• Keep internal and external stakeholders updated and informed of account status, health, risks, and mitigation
• Update relevant systems and teams to ensure alignment with the latest updates
• Report back to business on strategic insights to help inform product development, service delivery, and operational efforts
• Complete weekly and monthly performance reports and advise on areas of potential risk

Management and Monitoring of Key Account Performance

• Interpret, implement, and follow up on standards, procedures, and operating systems required by the client
• Identify and organise all the resources needed to achieve the agreed goals and objectives
• Effectively prioritise tasks and objectives
• Monitor the account performance against objectives and targets
• Set step-by-step action plans for each goal and follow up regularly
• Be aware of deadlines and allocate time necessary to carry out the work
• Be agile with effective time management in planning when circumstances change

Competencies & Skills

• Excellent communication, interpersonal, and negotiation skills
• Excellent presentation skills
• Excellent time management skills
• Strong customer service
• Strong project management skills
• Proactive personality with the ability to listen and understand the client's pain points
• A creative and insightful individual who can find valuable solutions for key accounts
• Empathetic with a deep understanding of the goals, drivers, and needs of others
• A service-oriented individual who is ready to go the extra mile for the client
• A strategic and innovative thinker

Competencies

• Proficiency in Microsoft Office and CRM Software - Mandatory
• Highly organised and solution-oriented
• Excellent attention to detail
• Self-starter and able to work efficiently under pressure
• Resilient and assertive

Working Conditions

• Hybrid work module
• May be required for overtime work from time to time
• Required to travel for business purposes