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Jobs in Malaysia   »   Jobs in Petaling Jaya SGR   »   Customer Service jobs   »   Senior Manager Customer Account Management

Senior Manager Customer Account Management

Petaling Jaya SGR
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DKSH is the leading Market Expansion Services Group with a focus on Asia. DKSH helps other companies and brands to actively grow their business in new or existing markets. Publicly listed on the SIX Swiss Exchange since March 2012, DKSH is a global company headquartered in Zurich. With 770 business locations in 36 countries – 740 of them in Asia – and 28,300 specialized staff, DKSH generated net sales of CHF 10.1 billion in 2015. The company offers a tailor-made, integrated portfolio of sourcing, marketing, sales, distribution, and after-sales services. It provides business partners with expertise as well as on-the-ground logistics based on a comprehensive network of unique size and depth.

Job Responsibilities

  • Manage operating departmental budgets and costs according to annual allocation to ensure efficient usage of resources, where applicable
  • Lead and implement processes and strategies (local go-to-market strategies, sales strategies and customer strategies) for assigned customers to ensure achievement of goals
  • Set specific action plans for each team member to support their achievement of the team key performance indicators.
  • Lead regular reviews to ensure progress and alignment towards overall goals
  • Identify the short-term business needs and objectives of key customers and develop/sell proactive business solutions across the full demand/supply chain
  • Conduct annual negotiations, including trading terms and conditions, to facilitate sales agreements and achieve targeted margins
  • Gain approval from internal DKSH functions, and agreement from customers, to execute 5P activities within established commercial guidelines
  • Lead systematic post-evaluation of 5P activities and develop a detailed understanding of the effectiveness of different investment levers
  • Review customer account reports and analysis. Recommend sales/promotional activities to enhance performance
  • Lead and monitor initiatives to optimize business processes and improve services by utilizing new techniques, tools and information systems
  • Develop and build long-term strategic relationships with key customers to achieve business objectives
  • Collaborate with cross-functional leaders (e.g. in Trade Marketing, Field Marketing and Supply Chain Management) to ensure alignment of strategies and process

Job Requirements

  • Degree or professional qualification in Business Studies/Sales/Marketing/Economics or related discipline
  • Minimum five to eight years’ experience in a similar role
  • Minimum two to three years’ experience in a managerial capacity
  • Demonstrate advanced knowledge and understanding of the industry/market/competitors/customers
  • Demonstrate advanced selling skills and proven key account management experience in fast moving consumer goods
  • Demonstrate a general understanding in all aspects of supplier and customer relationship management including supply chain, field marketing and branding
  • Demonstrate advanced negotiation skills
  • Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)
  • Demonstrate fluency in English, both written and spoken

DKSH competency

  • Takes a broad view, sees ahead and translates strategy into action
  • Is self-driven and acts with a pioneering spirit
  • Works comfortably with concepts and complexity
  • Is hands-on and acts with common sense
  • Takes informed, well-founded and timely decisions based on sound analysis
  • Strives to satisfy our customers’ and clients’ needs to the highest level by providing creative solutions and driving their business
  • Leads oneself by striving to win and leads others by driving results in a tough yet fair manner
  • Wins others over by negotiating skillfully to achieve optimal results
  • Takes people seriously and acts with passion
  • Embraces, anticipates and drives change and makes the most out of it
  • Is optimistic and translates challenges into opportunities
  • Is able to cope with and recover quickly from problems and setbacks
  • Is dependable and acts in a straightforward way
  • Takes charge and acts in a results-oriented way

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