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

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
  • Develop and implement processes and strategies (local go-to-market strategies, sales strategies and customer strategies) for assigned customers to ensure achievement of goals
  • Monitor team key performance indicators achievement. Conduct regular reviews to provide feedback on achievements, performance gaps and requirements for improvement 
  • Identify the short-term business needs and objectives of key customers and develop/sell proactive business solutions across the full demand/supply chain
  • Manage annual negotiations, including trading terms and conditions, to facilitate sales agreements and achieve targeted margins
  • Manage and monitor 5P execution performance (availability, pricing, share of shelf, etc.) and ensure issues are quickly resolved by the team
  • Develop deep insights and actionable recommendations from post-evaluation analyses and incorporate into customer strategies
  • Manage reporting of sales and projected sales/margin forecasts. Evaluate trends and form meaningful conclusions to facilitate strategic decisions
  • Develop, monitor and recommend improvement initiatives on business processes, customer services and new techniques (category management, scanning, etc.)
  • Develop and build relationships with customers and a network of contacts to order to understand customer needs and achieve business objectives
  • Work closely with the cross-functional teams (e.g. Trade Marketing, Product Manager and Supply Chain Management) to ensure efficient and effective execution
  • Manage and oversee team’s delivery of team/function goals to drive execution against goals set
    Drive and manage learning and development of team in the area of Customer Account Management and DKSH behavior to achieve team/function goals 

Job requirements

  • Degree in Sales/Marketing, or related fields
  • Minimum three to five years’ experience in a similar role, preferably in Fast Moving Consumer Goods (FMCG) industry
  • Minimum two to three years’ experience in a managerial capacity
  • Proficient in English and Bahasa Malaysia, both written and verbal
  • Proficient in Microsoft Office applications i.e. Word, Excel and PowerPoint 

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