As an Internal Key Account Manager (IKAM), you will be responsible for the end-to-end delivery of our services for a designated portfolio of accounts, from order placement to invoice completion. In this pivotal role, you will lead a team of Client Services Coordinators, ensuring service excellence, profitability, and growth. By building strong, proactive relationships with both clients and internal commercial teams (Strategic Key Account Managers and Regional Sales Managers), you will identify and capitalise on new business opportunities while maintaining the highest levels of customer satisfaction.

CANDIDATE REQUIREMENTS

• Experience:
• Proven experience in account management, customer success, or client services, ideally within logistics, cold chain, or healthcare sectors.
• Demonstrated success in leading teams and driving revenue growth within assigned accounts.
• Skills & Competencies:
• Leadership & Team Management: Strong track record of coaching, mentoring, and motivating teams to deliver high-performance results.
• Commercial Acumen: Familiarity with pricing strategies, contract negotiation, and margin management.
• Customer-Centric Approach: Ability to anticipate client needs, resolve issues proactively, and nurture long-term relationships.
• Analytical & Reporting: Proficiency in CRM systems, data analysis, and creating actionable insights from metrics.
• Communication & Collaboration: Exceptional communication skills, capable of influencing stakeholders and working cross-functionally.
• Organizational Skills: Adept at managing multiple priorities in a fast-paced environment, with excellent attention to detail.

ADDITIONAL QUALIFICATIONS:

• Experience with CRM platforms and order-to-invoice workflows.
• Willingness to travel occasionally to client sites or internal meetings, if needed.
• Ability to adapt quickly to changing market or customer needs.
• Familiarity with multi-country or multicultural business environments.
• Experience working in or leading project teams.

1. Account Ownership & Service Delivery

• Oversee all client interactions, from order processing to billing, ensuring a seamless, high-quality service experience.
• Act as the primary point of contact for assigned accounts, addressing inquiries, resolving escalations, and ensuring overall client satisfaction.
• Work closely with internal departments (Logistics, Finance, Operations) to ensure timely and accurate service delivery.

1. Team Leadership & Development

• Manage and mentor a team of Client Services Coordinators, setting clear objectives and performance standards.
• Provide ongoing coaching, training, and support to enhance team capabilities and maintain high engagement levels.
• Conduct regular performance reviews and encourage a culture of continuous improvement and professional development.

1. Relationship Building & Customer Success

• Cultivate strong, trust-based relationships with key stakeholders in each assigned account, understanding their business needs and objectives.
• Conduct regular business reviews with clients to discuss performance, address concerns, and explore opportunities for expansion.
• Act as a customer advocate internally, ensuring that feedback and suggestions are leveraged for process/product improvements.

1. Commercial & Growth Responsibilities

• Identify, develop, and secure new business opportunities within existing accounts, proactively driving revenue growth.
• Collaborate with Strategic Key Account Managers and Regional Sales Managers to align on account strategies and share best practices.
• Price new opportunities in accordance with company guidelines, ensuring profitability targets are met or exceeded.
• Maintain an up-to-date sales pipeline (account development plan), monitoring progress and identifying potential risks or gaps.

1. Profitability & Pricing Management

• Evaluate account performance against financial metrics, identifying areas to optimise margins and reduce costs.
• Review pricing structures and propose adjustments that align with the company’s commercial policies and profitability goals.
• Negotiate contracts and service agreements, balancing competitive offerings with sustainable profitability.

1. Collaboration & Cross-Functional Alignment

• Work closely with the Head of Client Services to develop and refine service delivery strategies.
• Coordinate with Marketing to support targeted campaigns, promotions, or product launches that drive account engagement.
• Ensure seamless handovers and communication between sales, operations, finance, and other relevant teams.
• Regularly share insights with the product team to ensure evolving client needs and market trends are recognised and considered in product development

1. Reporting & Performance Tracking

• Prepare monthly reports on account performance, key KPIs, and pipeline status for senior leadership and relevant stakeholders.
• Monitor client satisfaction levels, implementing corrective action plans when necessary to address service gaps or issues.
• Track and report on revenue growth against targets, providing insights into forecast accuracy and improvement initiatives.

1. Continuous Improvement & Compliance

• Champion process improvements within the Customer Care function, focusing on efficiency, scalability, and quality.
• Ensure compliance with all relevant policies, regulations, and quality standards, promoting a culture of integrity and accountability.
• Keep abreast of industry trends, evolving client requirements, and best practices in customer service, sharing knowledge with the wider team.