Key Account Manager

Key Responsibilities

Key Account Management & Relationship Building

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

Revenue & Commercial Growth

• Drive volume growth within existing accounts through improved ranging, promotions and secondary product placement.
• Identify new listing opportunities within existing account structures.
• Negotiate trading terms, promotional support and listing fees within approved commercial guidelines.
• Monitor account-level sales data and identify underperforming products.
• Prepare business cases for new product listings using relevant sales and category data.

Drop Shipment & Statement Management

• Manage the full drop shipment submission process for assigned accounts.
• Ensure weekly and monthly invoice schedules, consolidated statements, proof of delivery documentation and reconciliations are accurately prepared and submitted on time.
• Follow up on outstanding payments and resolve deduction and claim queries.
• Work closely with the finance team regarding credit notes and payment-related matters.
• Maintain an accurate query log for each key account.

Overdue Accounts & Debtors

• Monitor the debtor age analysis for assigned accounts.
• Proactively follow up with clients regarding overdue invoices.
• Investigate and resolve claim disputes by obtaining proof of delivery, delivery confirmations and invoice records.
• Escalate accounts exceeding 90 days to the Financial Manager, including a full summary of the outstanding issues and recommended action.

Reporting & Forecasting

• Provide weekly account performance updates to management.
• Report on revenue, outstanding balances, open queries and potential risks.
• Contribute to monthly sales forecasts.
• Monitor distribution, planogram compliance and product availability during store visits.
• Maintain accurate records of trading agreements, promotional confirmations and buyer correspondence.

Cross-Functional Collaboration

• Work closely with the finance team regarding statements, deductions and debtor management.
• Collaborate with the operations team to resolve delivery issues, short shipments and service-level concerns.
• Provide buyer feedback and market insights to the Commercial Manager.
• Support the sales and field teams with store activities, promotions and key-account-related queries.

Minimum Requirements

• Minimum 3 years' experience in key account management or national account sales.
• Proven experience managing major South African retail chains such as Pick n Pay, SPAR, OK Foods, Makro or equivalent national retailers.
• Strong understanding of the FMCG retail environment.
• Experience with trading terms, drop shipments, promotions and planograms.
• Experience with invoice submissions, statement reconciliations and deduction disputes.
• Excellent communication and negotiation skills.
• Strong organisational skills and attention to detail.
• Ability to manage multiple key accounts and deadlines simultaneously.
• Strong Excel skills, including working with age analysis reports, invoice schedules and reconciliation spreadsheets.
• Valid driver's licence.
• Own reliable vehicle.
• Relevant qualification, such as BCom, NDip in Sales/Marketing/Business or equivalent.

Preferred Experience

• Experience within the nicotine, vaping, tobacco or regulated FMCG sector.
• Experience with Sage Evolution or a similar ERP system.
• Knowledge of SPAR drop shipment submission processes.
• Knowledge of Pick n Pay supplier portals and statement submission requirements.
• Proven experience resolving deduction disputes and recovering short-paid invoices.
• Experience working with a field sales team and providing account-level guidance and support.
• Exposure to the forecourt channel, including BP, Shell, Engen, Caltex, Sasol or Freshstop.

Key Performance Indicators

• Month-on-month and year-on-year revenue growth per account.
• Number of new product listings secured per quarter.
• Product availab