Key Account Manager

Key Account Manager

It is a position responsible to manage, retain and develop a portfolio of Key Accounts and Accounts, with the main objective to foster strong partnership, building multilevel relations and deliver the best in class advise, solutions and conditions to deliver the best performance in terms of Customer Experience.

Main Duties and Responsibilities

Key Account Management

• Manage and grow +60 Key Accounts and Accounts.
• Engagement with the Senior Management at merchants' HQ and store levels is essential. Ensuring the best possible solutions, quality training of front line staff, review statistics and identifying business opportunities and performance improvements
• Grow overall Global Blue's Profitability (CPM) through well managed MC negotiations. Deliver key priorities as determined by the Group Strategic Direction, e.g. Fast Refund Opt-in, POS Integrations, Double-Face Strategy, Client Retention, Hunting, etc
• Monitor and take corrective action when results/KPIs deviates from expected
• Improve merchants' knowledge and expertise with all GB services to maximize performance
• Build multilevel relations with C-level Management, Finance, Operations, Marketing, Training and Technology teams
• Account & Strategy Plan and Relationship Mapping for all Key Accounts
• Intensify hunting activities and strategies, turn prospects into Global Blue merchants at profitability

Marketing and Business Intelligence (BI)

• Achieve overall Marketing and BI targets
• Generate, support, analysis and present data for merchant meetings
• Managing Special Projects

Customer Value Creation

• Together with Customer Value Creation Manager, to run merchant diagnosis prior to open eye meetings, workshops and steering committees meetings. The diagnosis includes merchant's data analysis versus competition, identification of growth opportunities with international shoppers, surveys & mystery visits to assess the in-store experience, external information analysis (from merchant's strategy to omnichannel tools).
• Customizing Global Blue value proposal to answer specific context and needs of the merchant; combining existing Global Blue assets and external pools of partners, to ensure to bring as much value as possible to merchants

Background and Education

• Minimum 10 years' of proven and successful Key Account Management experience from Retail, Luxury and Hospitality Industry
• University graduate or comparable degree
• Fluent English and Chinese (written and spoken)

Specific Skills and Knowledge

• Positive CAN DO attitude – see opportunities
• Solution provider, build partnership and ability to create trust and personal relationship
• Good consultative selling and strong analytical, negotiation and networking skills
• Self-motivated trailblazer – proactive, good time management, able to prioritize without being micromanaged
• Strong listening, verbal and written communication skills – ability to effectively and efficiently communicate complex information to all levels of the organization.
• Ability to handle confrontation well – doesn't shy away from tough conversations, displays emotional intelligence, remains approachable
• Ability to handle multiple projects and details on a daily basis. Highly organized and able to effectively manage conflicting and competing priorities.
• Strong ability to deliver presentation and with excellent presentation skills
• High proficiency in Microsoft Office (Word, Excel, Powerpoint, Outlook) and CRM (Salesforce)
• Team player