Role Profile Key Account Manager

Transcription

1 Role Profile Key Account Manager GENERAL CHARACTERISTICS Group function/ BU De Beers Global Sightholder Sales (DBGSS) Date October 2017 Department/ Operation Sales and Relationship Marketing (SRM) Job band GBF 6 Location Gaborone Discipline/ Sub-discipline Sales and Relationship Marketing CONTEXT The Company embarked upon a strategy during 2015 to enhance the effectiveness of the Global Sightholder Sales (GSS) distribution strategy following the relocation of the business from London to Gaborone in The design of the organisation was reviewed to ensure that it supported a customer centric approach aligned to the GSS strategy of being the world s most effective rough diamond distributor. The need for transformation of the organisation to achieve these goals was identified and accepted as being dependent on fundamental adjustments to the strategy, structure, people, systems, processes and culture as well as embracing a collaborative cross functional team environment. This role interfaces with key De Beers GSS customers and responsibilities include helping De Beers GSS customers strengthen their business by providing input to developing growth opportunities. The role encompasses working with De Beers GSS customers that have significant presence and/or activity in a particular territory and/or specific range of diamonds. PURPOSE OF THE ROLE Manage a broad portfolio of accounts (such as strategic/ semi strategic and/or transactional) within the market. Develop accounts for growth /profitability as per objectives. Work closely with Sales Planning to develop strong account plans per account. Assist Market Consultant (MC) and Sales team with market intelligence and information gathering. Deliver on team objectives Band manager responsibility - deliver sales team opinion on current assortment and box format LEVEL OF WORK OF THE ROLE Level of Work 2 Monitoring and diagnosis: The work of the Key Account Manager (KAM) is to apply deep technical or specialist expertise to analyse data, anticipate and diagnose problems, and provide solutions aimed at the improvement of processes, systems and work methods that meet internal and/or external customer requirements WORK OF ROLE (INCLUDING AUTHORITIES AND OUTPUTS) Work of Role Manage a diverse portfolio of accounts and create account plans per account accordingly. Develop and deliver on objectives per account plan Write account plan to high standard with specific goals and objectives for revenue and product/service opportunities which includes: o Revenue forecast o Planned product requirements Output Increased strategic account performance against targets (growth / profitability / movement into new areas or products). (Outputs: Direct ) Account plan will be a live document used for account management Performance against plan 1

2 o Bespoke product requirements (where applicable) o Forecast sell through and future demand o Where applicable propose, pitch and follow up on Strategic supply options taking into consideration current, prevailing and any future market conditions. Manage own customers and associated processes during Sight (Sales) week Identify new opportunities for bespoke product creation and sell new products and services to strategic customers o Has a full understanding of a specific range of rough diamond product and De Beers boxes within that range. o Recommend price and assortment changes to De Beers stakeholders based on views and feedback from De Beers GSS customers, the broader territory and macro effects that may impact demand Maintain intimate knowledge of customers business and gain understanding of their requirements by building and maintaining relationships with the client and being accepted as a credible business partner to clients o Develop an in depth understanding of each customer s business, together with an understanding and overview of their activities within a relevant territory. o Understand customer motivations behind decisions, and provide this insight internally (Authorities: Managerial ) Forecast market conditions and Sight sales volume for 3 to 6 months to enhance cash flow planning taking into consideration the knowledge of the market, customer purchasing patterns and general market conditions Engage with Geographical teams as to market sentiment and conditions Uptake in new products and services to customer base Increased revenue Bespoke products prepared on time and to anticipated standard despite geo team not being present (Outputs: Direct Account plans written and completed to a high level; Uptake and profitability in new Products and Services (P&S) Accuracy of forecasts per account Key Account Managers are aware of what is happening within markets and don t have to rely on Sight updates to know Maintain information regarding customer information such as customer profiles and document interactions within the Customer Relationship Management (CRM) system/database Embrace and perform the role of De Beers (DB) ambassador in the market ensuring DB communications and strategy are locally implemented and understood Band management monitor a number of bands (and the expanded selection of boxes) on a month to month basis and provide insight from a customer s point of view as to how the mixture, resultant polished and CRM system updated timeously and accurately Databases and sources of information are constantly updated and accurate Positive perceived image of DeBeers in the market and with customers assessed through customer feedback View of current sight boxes is accurate and informative to team and stakeholders pre sight (and as 2

3 composition has changed ROLE RELATIONSHIPS Managerially accountable to Direct reports Vice President Sales None Key internal role relationships Market Intelligence Hub (MIH) Sales Planning Pricing and Development Product Manager(s) Geo colleagues External relationships Industry Stakeholders (banks, bourse leadership etc) PERSON SPECIFICATION (QUALIFICATIONS, EXPERIENCE, KNOWLEDGE AND SKILLS) 3 per customers feedback once goods have been seen). Historical information maintained per area of responsibility (Output: Direct) QUALIFICATIONS Undergraduate qualification (Bachelor s degree or equivalent) in a relevant functional discipline, e.g. Business, Commercial, Marketing or equivalent record of extensive experience in a role and context of similar complexity EXPERIENCE Able to apply experience and sound judgement to customer management and communication Must have a full understanding of a specific range rough diamond product and De Beers boxes within that range with and understanding of the rough diamonds within each of the relevant boxes and resultant polished outcome from them. Extensive account management experience with excellent communication skills and the ability to articulate ideas and objectives clearly Track record of building and maintaining customer relationships with recognised credibility in an ambassadorial and partnership role Application of SRM practices and approaches in the diamond industry Proven customer relationship experience with selling skills and diamond skills and able to write and execute a customer account plan Proven experience of forecasting market conditions with the ability to anticipate with a reasonable degree of efficiency what will happen with a range of goods or customer given a specific set of inputs Knowledge of customer accounts and business. Able to articulate a business into a credible account plan Experience in relevant territory would be preferable. Ability to communicate in the local language is beneficial KNOWLEDGE AND SKILLS Key selling skills, Diamond skills, able to sufficiently understand customer account to develop Produce & Services Customer / industry understanding and articulation skills IT skill, attention to detail Demonstrate living the corporate values Account management/business partnering. Rough and polished diamond product. Understanding of market dynamics. Customer and product segmentation. Ability to identify and evaluate opportunities. Appreciation of the regional political landscape. Compliance to data and information management regulations essential.

4 Customer management skills, Account planning skills Diamond Skills, Analytical skills able to manipulate complex data, build reports if required and draw conclusions from numerical information Customer understanding; IT skills; accuracy and attention to detail Diamond skill, understanding of bespoke initiative requirements BEHAVIOURS People Development Way Competencies A2 Setting Direction (Level 1) Setting clear direction and priorities and gaining support of others Engages people and delivers plans B2 Collaboration (Level 1) Building relationships and fostering cross-boundary collaboration. Builds and maintains strong and effective relationships with different people from a range of backgrounds, remaining open minded when encountering different beliefs and attitudes B3 - Impact and Influence (Level 1) Deepening self-awareness and applying influencing techniques that gain commitment and support Engages with and develops personal relationships with local decision makers. Uses these to anticipate their reactions, perspectives and concerns to potential new ideas. Uses persuasive logical arguments B3 - Impact and Influence (Level 1) Deepening self-awareness and applying influencing techniques that gain commitment and support Outlines the pros and cons of a particular approach; uses these to persuade others of the merits of a particular course of action C1 Decision making (level 1) Evaluating information to make sound decisions to manage risk and to drive safe, reliable, long term and sustainable operations and protect the licence to operate Understands the alignment between the drivers of long term business success and local corporate responsibility objectives 4

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