Minimum Requirements

• National Diploma / Diploma in Marketing, Sales, Business Administration or a related field (NQF Level 6)
• 3 years relevant work experience within a relevant Key Account – Food & Health sector environment 
• Conformity assessment experience is advantageous 

Duties and Responsibilities

Functional Management

• Contribute to the development of and implement a sector-specific client engagement and retention plan in collaboration with the Lead: Sales and Business Development, Customer Services team and Operations Division.
• Establish and maintain sound relationships among key account customers through continuous and effective engagement.
• Ensure that all required documentation to initiate key account contracts are in place as per approved protocols.
• Facilitate successful key account relationships through on-site key account visitations in conjunction with Lead: Sales and Business Development and Manager: Sales and Business Development.
• Resolve all in scope client complaints that emanate from key accounts and refer out of scope complaints to the relevant function internally.
• Act as the main point of contact for all in scope and out of scope complaints, queries and requests for key accounts.
• Monitor and report on projected key account cost-to-benefit analysis, profitability analysis and cost-to-serve analysis in collaboration with the Lead: Sales and Business Development and Finance to ensure that actual spend remains within agreed limits.
• Proactively raise any early warning signs of challenges that could potentially threaten initiative / project execution or the key account relationship.
• Effectively expedite key account requests with the relevant department (for example Operations) to ensure prompt commencement of services.
• Communicate and collaborate with internal stakeholders to ensure that key accounts’ needs are met.
• Assist in the preparation of monthly reports that relate to key account progress, goals, and forecasts for account teams and stakeholders.
• Analyse key account trends and make recommendations for enhancing systems and procedures continuously.
• Develop a thorough understanding of key accounts’ needs and requirements and assist in preparing customized solutions in collaboration with Specialist: Upsell, Cross sell and On selling as well as the Specialist: Product, Solution, Client & Market Innovations.
• Maintain administration and accurate and updated records of all files and relevant key account documentation within scope of control.
• Plan, organise and coordinate relevant work duties as they relate to the functional unit.

Risk and Compliance Management

• Assist in identifying and adhering to fraud controls, risk prevention principles, sound governance and compliance processes, and tools to identify and manage risks.
• Support and provide evidence to all internal and external audit, Accreditation and regulatory requirements.
• Maintain compliance to customer satisfaction requirements in line with ISO, Accreditation and regulatory requirements.
• Adhere to all relevant laws, policies and Standard Operating Procedures (e.g., Code of Ethics, PFMA & National Credit Act, etc.) throughout the organisation.

Stakeholder Management

• Build and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing and integration, and to manage the organisation’s reputation.
• Represent and participate in the organisation’s committees and task teams when required.
• Convene and attend meetings and present relevant information to stakeholders when required.
• Ensure the provision of excellent customer service as per service level agreements.
• Resolve queries and problems within span of control and within agreed time frames.
• Follow up on unresolved queries and complaints where required
• Liaise with relevant stakeholders regarding follow-up of information, as required for tender requests.