Role and Responsibilities:
- Team Leadership: Provide strong leadership and guidance to the KAM team, fostering a culture of accountability, collaboration, and continuous improvement.
- Goal Management: Work closely with KAMs to establish clear and achievable goals aligned. Monitor progress regularly and provide support to ensure goal attainment.
- Issue Resolution: Act as a primary POC for the KAM team, proactively identifying and resolving any challenges or roadblocks that may impede performance or hinder customer satisfaction.
- Process Optimization: Develop and implement efficient processes and workflows to streamline KAM operations and ensure consistency in customer engagement.
- Performance Tracking: Establish and maintain necessary trackers and metrics to monitor KAM performance and adherence to agreed ways of working. Conduct regular performance reviews and provide constructive feedback to drive improvement.
- Escalation Management: Manage escalations from both internal and external stakeholders, conducting root cause analysis and implementing corrective actions to prevent recurrence.
- Vendor Experience: Maintain the integrity of vendor relationships by ensuring a positive vendor experience. Conduct vendor surveys as per the agreed cadence to evaluate KAM performance and identify areas for enhancement.
- Stakeholder Management: Build and maintain strong relationships with both sellers and vendors and address their concerns in a timely fashion.
- Continuous Improvement: Continuously seek opportunities to enhance the effectiveness and efficiency of the KAM team's operations, leveraging feedback from stakeholders.
Education & Experience:
- 12+ years of account management, sales, vendor management or program management experience
- Min of 3 years of experience in handling a team of 6-9 members.
- Experience with e-commerce or retail industry
- Bachelors degree a must
- Experience using data to influence business decisions
- Experience driving internal cross-team collaboration, ability to work with multiple stakeholders with different POV
- Excellent oral and written communication skills
