Key Account Manager (International)

The role:

Ignition Group is seeking a Key Account Manager who will be responsible for different portfolios within the international business unit.

Be the interface for consistent communication for the international business unit. End-to-end management of strategic and new business initiatives throughout the customer and client lifecycle. Ensure that the delivery of the product/solution/service is in-line with the business requirement specification. Prioritise day-to-day operational tasks, including reporting, escalations and the management thereof to ensure adherence to client SLA’s.

The detail:

Business service strategy

• Service delivery management.
• Relationship management and the management of business initiatives and projects.
• Daily reporting to client of previous day’s trade.
• Biweekly wall boards of sales and data dispositions.
• Weekly reporting of all sales and non-sales for the week, including data dispositions, including contactability.
• Create and maintain operational plans on a weekly basis using Power BI.
• Analyse data and report on trends and anomalies within each segment of the business unit. Must be able to communicate specific understanding of key levers that positively and negatively affect the achievement of targets.
• Initiate remedial steps when necessary through the various teams.

Strategic Planning

• Ensure required service agreements and resources are in place to secure operations and performance according to business needs.
• Contribute to the creation of the forecast strategies and ensure the implementation of the assigned actions in the area of responsibility.
• Benchmark performance with other campaigns and business units, as well as the contact centre industry in general in order to get best practice ideas for further improving performance.

Relationship Building

• Ensure a customer focused culture in all engagements.
• Ensure the building of business competence by supporting managers in setting and achievement of strategic goals.
• Build relations with internal and external stakeholders to gain and share experience and knowledge essential to achieve optimum performance. Apply an attitude of questioning, understanding and collaborating with all areas of the business, to ensure delivery of targets, specifically; Operations, Data Operations, Contact Centre Managers, Commercial Heads, Billing and Digital Marketing.

Are you this person?

• Do you have a diploma, degree or higher tertiary education with a focus in Business and Relationship Management?
• Are you experienced in the B2C environment?
• Do you have 3 - 5 years’ experience within; Telco, Home Services or Financial Services?
• Do you have a thorough understanding of the outbound/sales contact centre environment (end-to-end), as well as digital marketing and demand creation inbound sales?
• The bonus points! - Experience within the Financial services and or insurance industries; Some understanding of income statements, budgeting and forecasting.
• Have you managed at a granular level the various metrics of the products in order to allow the department to make critical commercial decisions that could affect revenues?
• Strong communicator with a keen attention to detail, methodical in terms of process and holistic project management, ability to build and manage relationships with external and internal suppliers – does this sound like you?

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