Key Accounts Manager

Key Responsibilities

Key Account Management & Relationships

• Manage the day-to-day relationships with assigned national key accounts, including buyers, category managers, accounts payable and store operations teams.
• Act as the primary escalation point for customer queries, claims, disputes, short deliveries and credit-note matters.
• Conduct regular buyer meetings and business reviews with key accounts.
• Maintain a strong understanding of each account's processes, payment terms, promotional calendars and ranging cycles.
• Develop and maintain accurate contact matrices for each key account.

Sales Growth & Commercial Performance

• Drive revenue and volume growth within existing key accounts through improved ranging, secondary placement and promotional activity.
• Identify opportunities for new store listings, new SKU introductions and seasonal ranges.
• Negotiate trading terms, promotional support and listing opportunities within approved commercial frameworks.
• Monitor account-level sales and sell-through data to identify underperforming SKUs and growth opportunities.
• Prepare and present commercially sound business cases for new product listings.
• Identify opportunities to increase market share and product penetration across managed accounts.

Drop Shipments, Statements & Account Administration

• Manage the end-to-end drop shipment submission process for assigned accounts.
• Ensure invoice schedules, consolidated statements, proof of delivery documentation and reconciliations are accurately prepared and submitted within required deadlines.
• Follow up on outstanding payments and resolve deduction queries in conjunction with the Finance team.
• Coordinate credit-note processing where required.
• Maintain accurate query logs covering POD requests, claims, deductions and unresolved account queries.

Debtors & Overdue Account Management

• Monitor debtor ageing for assigned national accounts.
• Proactively follow up on overdue invoices and work to prevent accounts moving into 60+ and 90+ day ageing buckets.
• Investigate and resolve claims and payment disputes by obtaining relevant PODs, delivery confirmations and invoice records.
• Work closely with Finance to resolve outstanding account issues.
• Escalate accounts exceeding agreed payment terms with a clear summary of the issue and recommended action.

Reporting & Forecasting

• Provide weekly account performance updates to management, covering revenue, outstanding balances, open queries and potential risks.
• Contribute to monthly sales forecasts based on historical sales, order patterns, promotional activity and ranging changes.
• Track distribution, planogram compliance and on-shelf availability through regular store visits.
• Maintain accurate records of trading agreements, promotional confirmations and buyer correspondence.
• Analyse account performance and provide recommendations to improve sales and profitability.

Cross-Functional Collaboration

• Work closely with Finance on statement submissions, deduction resolution and debtor management.
• Collaborate with Operations to resolve delivery issues, short shipments and service-level concerns.
• Provide buyer feedback and market/ranging insights to the Commercial Manager.
• Support product development and procurement decisions through customer and market feedback.
• Work with the field sales team to support in-store activations, promotions and account-level queries.
• Ensure key account requirements are communicated effectively across the wider business.

Key Performance Areas

• Revenue Growth: Achieve month-on-month and year-on-year revenue targets across assigned accounts.
• New Listings: Secure new SKU, store and ranging opportunities within key accounts.
• On-Shelf Availability: Maintain strong product availability and execution across managed stores.
• Account Retention: Maintain and grow existing key account relationships with minimal unplanned delistings.
• Debtor Management: Keep overdue account balances within agreed targets, with particular focus on 60+ and 90+ day debt.
• Statement Accuracy: Ensure accurate and timeous submission of invoices, statements and supporting documentation.
• Query Resolution: Resolve POD, claims, deductions and account queries efficiently.
• Customer Relationships: Build strong, long-term relationships with buyers, category managers and key account stakeholders.

Minimum Requirements

• Minimum 3 years' experience in Key Account Management, National Account Sales or a similar FMCG sales role.
• Proven experience managing major South African retail chains such as Pick n Pay, SPAR, OK Foods, Makro or equivalent.
• Strong understanding of the FMCG retail environment, including trading terms, drop shipments, promotional mechanics and planograms.
• Experience managing invoice submissions, statement reconciliations and deduction disputes with major retailers.
• Excellent communication, relationship-building and negotiation skills.
• Comfortable engaging with buyers, senior stakeholders and escalation matters.
• Strong commercial and analytical ability.
• Highly organised with excellent attention to detail and the ability to manage multiple accounts and deadlines.
• Proficient in Microsoft Excel, including working with ageing reports, invoice schedules and reconciliation spreadsheets.
• Valid driver's licence and own reliable vehicle.
• Relevant qualification, such as BCom, NDip Sales/Marketing/Business or equivalent.

Advantageous Experience

The following would be strong differentiators:

• Experience within the nicotine, vaping, tobacco or regulated FMCG sector.
• Experience working with Sage Evolution or a similar ERP system.
• Familiarity with SPAR drop shipment submission processes.
• Experience with Pick n Pay supplier portals and statement submission processes.
• Proven track record of resolving deduction disputes and recovering short-paid invoices.
• Experience supporting or working closely with a field sales team.
• Exposure to national forecourt accounts.
• Strong understanding of retail ranging, merchandising and promotional execution.