Key Account Manager

About Company:

Our client is a global company with sales of heavy road vehicles & services across Europe, South America and Asia

Job Description:

The main responsibility for this role includes overseeing retail Bus & Coach sales support functions across Malaysia and Singapore, ensuring seamless operations and excellent service delivery.

This role also involves strategic customer management, ensuring proactive partnerships with strategic customers in the Bus & Coach sector, including government agencies, to drive growth and maintain high customer satisfaction.

This is achieved by creating tailored strategies, solutions and business plans for product sales and deliveries, as well as lobbying and working proactively to explore long-term business opportunities with key strategic customers, close monitoring and following-up results, ensuring needs are met and expectations are exceeded. The role requires active collaborations with internal and external stakeholders.

1. Dealer Support Centre (DSC) Management:

• Oversee the daily operations of the DSC to ensure timely and efficient support for retail dealers in Malaysia and Singapore.
• Develop and implement strategies to enhance dealer support services, focusing on improving response times, issue resolution, and overall dealer satisfaction.
• Monitor and analyse dealer performance metrics, providing insights and recommendations for continuous improvement.
• Collaborate with cross-functional teams to address dealer concerns and ensure alignment with corporate objectives.
  

2. Strategic Customer Management:

• Manage relationships with key strategic customers in the Bus sector, including government agencies for lobbying i.e. Authorities, to ensure their needs are met and expectations exceeded.
• Develop and execute account management strategies to maintain and grow relationships with strategic customers, focusing on long-term partnerships.
• Identify opportunities for expanding business with existing strategic customers and pursuing new business development within the sector.
• Serve as the primary point of contact for strategic customers, facilitating communication and addressing any escalations promptly.

3.Sales & Business Development

• Support sales teams in achieving targets by providing insights, guidance, and strategic direction based on customer feedback and market analysis.
• Work closely with the marketing and product teams to tailor solutions that meet the specific needs of strategic customers and dealers.
• Monitor market trends, competitor activities, and industry developments to identify opportunities and threats, adjusting strategies as necessary.

4. Reporting & Analysis:

• Prepare regular reports on dealer support activities, customer satisfaction, and business performance, presenting findings to senior management.
• Analyse customer feedback and service data to identify trends and areas for improvement, implementing corrective actions where necessary

5. Team Leadership & Development:

• Lead, mentor, and develop the DSC team, fostering a culture of excellence and continuous improvement.
• Conduct regular performance reviews, providing constructive feedback and supporting professional development initiatives.
• Ensure the team is equipped with the necessary tools, training, and resources to perform their duties effectively.

Job Requirements:

• Proven experience managing strategic customer relationships, particularly with government agencies and large corporate clients.
• Strong understanding of the retail landscape in Malaysia and Singapore, particularly in the Bus sector.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to analyse data, draw insights, and make data-driven decisions.
• Proficiency in using CRM software and other customer support tools.

Remuneration:
RM 6,500 - RM 7,500

Consultant in charge:
Jia Ling | |