Job Description

 Role objectives and outcomes

As an Key Account Manager, you will take an instrumental role in the sustained growth of RTC in Asia. The role demands you be well versed in the art of managing and growing customer relationships. You will be capable of leading a team, at all levels, ensuring customer expectations are always surpassed through great leadership, process, commercial awareness and innovation. You will help us deliver a “world class” service and experience to all our customers.

 Here are the key outcomes expected of this role.

•  Provide each customer with complete satisfaction in all areas of their dealings with RTC
•  Ensure your RTC team is recognized as a champion within its business sector, delivering expertise and leadership to its clients through robust customer service processes and deliverables
•  Oversee and manage all projects to achieve successful delivery for all customers under the Account Manager area of responsibility
•  Develop appropriate strategies to assist growth of the relationship and commercial well being of the customer and RTC
•  Manage the Customer Service team to achieve success within established budgets and timelines
•  Identify, manage the forward customer demands, identifying areas of risk and manage these effectively through the team as appropriate
•  Maintain regular and appropriate correspondence/association with the customer to develop close relationships and complete trust in dealing with RTC
  

KPI’s

1. Overall Account Management performance – 50%
2. Team and staff development – 20%
3. Process development – 10%
4. Cost and gross margin management – 20%

 The Key Account Manager will receive 20% of their base salary as an incentive based on the above percentage breakdown. The actual payment will be linked to the overall performance of the business.

Here are the assessment criteria for each area.

 Overall Key Account Management performance

• The feedback from the customer(s) must be at least 8 out of 10 (see the score card format for each customer to fill out at least 6 monthly)
• The securing of new/additional business from existing customers will also be part of the review process. The business expects an Key Account Manager to secure revenue growth from each existing clients

 Team and staff development

• How the team(s) operate and cooperate together
• How the team is structured to best serve the changing demands of the client
• Setting the goals for the team(s) and achievement of the same
• Setting and assisting each individual to achieve their goals
• Determining where each person needs training and working to ensure they receive it
• Identifying potential and mentoring the individual for growth within the company

 Process

• Review and provide a plan for improvement. Working closely with our Business Process Manager
• Determine key areas where our customers are looking for improvement and achieve the desired outcome
• Improve communication to achieve better outcomes

 Cost and Gross Margin Management

• Achieving lower operational costs under the Key Account Manager areas of responsibility to improve greater margin
• Each client will have set and agreed GM targets. These are to be achieved to secure this part of the incentive

  Overall

1. Create a team that is having fun and enjoying the challenges
2. Developing a genuine supportive team environment across the business
3. Help develop a culture so everyone thinks outside the square to deliver a world class outcome to our customers
   

Requirements

• 5 years experience at a senior business development/account management level
• 5 years of related experience within the retail/service industry
• Excellent English communication (spoken and written). Mandarin desirable but not essential
• Strong leadership and people management skills
• Team player, strong interpersonal skills, self-motivated and willing to travel throughout Asia
• Self-starter able to work under own initiative and strong resilience
• Well developed and demonstrable strategic thinking process