Key Account Manager

Nature and aim of the positionIt is a position responsible to manage, retain and develop a portfolio of Key Accounts and Accounts, with the main objective to foster strong partnership, building multilevel relations and deliver the best in class advise, solutions and conditions to deliver the best performance in terms of Customer Experience.Main duties and responsibilitiesKey Account ManagementManage and grow +60 Key Accounts and Accounts.Engagement with the Senior Management at merchants’ HQ and store levels is essential. Ensuring the best possible solutions, quality training of front line staff, review statistics and identifying business opportunities and performance improvementsGrow overall Global Blue’s Profitability (CPM) through well managed MC negotiations. Deliver key priorities as determined by the Group Strategic Direction, e.g. Fast Refund Opt-in, POS Integrations, Double-Face Strategy, Client Retention, Hunting, etcMonitor and take corrective action when results/KPIs deviates from expectedImprove merchants’ knowledge and expertise with all GB services to maximize performanceBuild multilevel relations with C-level Management, Finance, Operations, Marketing, Training and Technology teamsAccount & Strategy Plan and Relationship Mapping for all Key AccountsIntensify hunting activities and strategies, turn prospects into Global Blue merchants at profitabilityMarketing and Business Intelligence (BI) Achieve overall Marketing and BI targetsGenerate, support, analysis and present data for merchant meetingsManaging Special ProjectsCustomer Value CreationTogether with Customer Value Creation Manager, to run merchant diagnosis prior to open eye meetings, workshops and steering committees meetings. The diagnosis includes merchant’s data analysis versus competition, identification of growth opportunities with international shoppers, surveys & mystery visits to assess the in-store experience, external information analysis (from merchant’s strategy to omnichannel tools).Customizing Global Blue value proposal to answer specific context and needs of the merchant; combining existing Global Blue assets and external pools of partners, to ensure to bring as much value as possible to merchantsBackground and EducationMinimum 10 years’ of proven and successful Key Account Management experience from Retail, Luxury and Hospitality Industry is preferredUniversity graduate or comparable degreeFluent English and Chinese (written and spoken)Specific skills and knowledgePositive CAN DO attitude – see opportunitiesSolution provider, build partnership and ability to create trust and personal relationshipGood consultative selling and strong analytical, negotiation and networking skillsSelf-motivated trailblazer – proactive, good time management, able to prioritize without being micromanagedStrong listening, verbal and written communication skills – ability to effectively and efficiently communicate complex information to all levels of the organization.Ability to handle confrontation well – doesn’t shy away from tough conversations, displays emotional intelligence, remains approachableAbility to handle multiple projects and details on a daily basis. Highly organised and able to effectively manage conflicting and competing priorities.Strong ability to deliver presentation and with excellent presentation skillsHigh proficiency in Microsoft Office (Word, Excel, Powerpoint, Outlook) and CRM (Salesforce)Team player