Timex.com - Key Account Manager

Job Description:

Job Title: Key Account Manager (KAM) DTC & E-tail Business.

Location: Noida (Head Office).

Industry: Consumer Durable (Leading U. Watch Maker Brand).

Reports to: Business Head / Ecom Division.

Job Type: Full Time (Off-Role position).

Required Skills & Qualifications:

- MBA / Equivalent Degree from reputed institute with Min 7 years of Work experience in retail & DTC domain as business development.

- Proven experience in building relationships with key customers and driving revenue growth.

- Experience with customer retention strategies, upselling, and cross-selling in ecommerce & D2C domain.

- Strong background in data analysis, customer segmentation, and using Tools like -Unicommerce, Shopify, Lime chat etc.

Skills:

- Customer-Centric Mindset: Excellent relationship-building and communication skills to nurture high-value customer relationships.

- Digital Marketing Knowledge: Familiarity with digital marketing strategies, including email marketing, social media, and content marketing.

- Analytical Ability: Strong ability to interpret customer data, performance metrics, and translate insights into actionable strategies.

- Problem Solving & Conflict Resolution: Proactively identify potential issues and resolve them in a customer-centric manner.

- Negotiation & Sales Skills: Ability to negotiate effectively with high-value customers and manage complex sales processes.

- Project Management: Strong organizational skills with the ability to manage multiple accounts and campaigns simultaneously.

Profile Summary:

A Key Account Manager (KAM) for a Direct-to-Consumer (DTC) & Etail business plays a critical role in managing and nurturing relationships with key customers or business accounts to drive growth, ensure customer satisfaction, and optimize revenue opportunities.

Key Responsibilities:

Customer Relationship Management:

- Build and maintain strong, long-term relationships with key DTC customers to drive engagement, repeat business, and customer retention.

- Act as the primary point of contact for high-value accounts, addressing customer inquiries, resolving issues, and providing tailored solutions.

- Develop and execute personalized account strategies to maximize customer satisfaction and loyalty.

- Engage with agencies to optimize the customer experience and tech build up time to time.

Sales Strategy and Revenue Growth:

- Collaborate with the sales and marketing teams to create personalized sales strategies for key customer segments.

- Drive customer acquisition and retention efforts by identifying opportunities for upselling, cross-selling, and increasing average order value (AOV).

- Track and analyze sales performance for key accounts and create strategies for revenue growth and improvement.

- Ensure that revenue targets and KPIs (e.g., customer lifetime value, churn rate, order frequency) are met and exceeded.

Customer Insights & Data-Driven Approach:

- Use customer data and analytics to understand buying behaviors, preferences, and pain points, and leverage this information to optimize sales tactics and product offerings.

- Provide regular reports on customer behavior, market trends, and product feedback to internal teams to inform decision-making and product development.

- Conduct account reviews and generate insights for product offerings, marketing campaigns, and pricing strategies.

Marketing Collaboration:

- Work closely with the marketing team to create tailored, targeted campaigns for key accounts that resonate with specific customer segments.

- Collaborate on customer-focused promotions, limited-edition products, and loyalty programs that encourage repeat purchases and strengthen brand loyalty.

- Ensure consistent brand messaging and experience across all digital touchpoints, from website to email communications.

Customer Service and Satisfaction:

- Provide exceptional customer service, ensuring quick response times to customer inquiries and a smooth post-purchase experience.

- Monitor customer satisfaction through surveys, feedback, and reviews, and proactively address any concerns or negative experiences.

- Resolve conflicts or issues in a professional and timely manner, ensuring customer retention and enhancing overall brand reputation.

Collaborative Cross-Functional Communication:

- Work alongside product, marketing, and customer support teams to ensure that the DTC business strategy aligns with customer needs and expectations.

- Provide feedback and insights from key accounts to influence product development, ensuring the brand continues to meet consumer demands.

- Maintain a strong understanding of the brands product offerings, pricing structures, and promotions to deliver accurate information to key accounts.

Strategic Planning & Market Development:

- Identify growth opportunities and new segments within the DTC space, including new geographies, customer segments, or product categories.

- Collaborate with the sales leadership to develop go-to-market strategies for high-potential accounts and markets.