The Key Account Manager will play a key role in the successful delivery of client accounts by ensuring high standards of day-to-day account management, KPI tracking, service level compliance, reporting accuracy, and field execution support. Working closely with the Field Management team and internal stakeholders, the successful candidate will help ensure client objectives are delivered effectively, on time, and within budget.
This role also has a significant people management element and requires a hands-on, supportive approach to leading, coaching, and developing team members. The Key Account Manager will be expected to manage performance proactively, provide regular feedback, and support continuous improvement across the team.
This is a fast-paced commercial role that requires strong organisation, attention to detail, sound commercial judgement, and the ability to build strong relationships with both clients and internal teams.
Previous FMCG experience is essential. Candidates without FMCG experience will not be considered.
Key Responsibilities
Client Management
Manage the day-to-day delivery of assigned client accounts, maintaining strong and professional working relationships.
Act as a key contact for clients in relation to account performance, KPIs, SLAs, reporting deadlines, and ongoing operational matters.
Ensure client expectations are clearly understood and consistently met through proactive communication and follow-up.
Support and contribute to client meetings, business reviews, and performance update sessions.
KPI, SLA and Reporting Management
Monitor account performance against agreed KPIs and service level agreements.
Ensure all client reporting is accurate, timely, and aligned to agreed requirements.
Work with internal teams to gather, review, and present performance data in a clear and meaningful way.
Identify risks to delivery, KPI achievement, or SLA compliance and escalate issues promptly.
Field Team Support
Work closely with the Field Management team to support the delivery of field activity across client accounts.
Translate client priorities and commercial objectives into clear actions for field teams.
Track field performance, follow up on agreed actions, and help close performance gaps.
Support strong communication between clients, head office, and field teams to ensure smooth operational delivery.
People Management
Support the day-to-day management of team members through regular communication, coaching, and guidance.
Create a positive, accountable, and high-performance team culture.
Provide constructive feedback and address performance issues in a professional and supportive manner.
Identify development needs and work with Field Managers to build capability across the team.
Support the resolution of team-related issues fairly, consistently, and professionally.
Budget and Commercial Management
Support the management of account budgets, ensuring costs are controlled and aligned to plan.
Monitor account spend and help maintain profitability across client activity.
Liaise with finance and operational teams to support accurate forecasting and budget reporting.
Ensure client activity is delivered efficiently and with a strong focus on commercial return.
Contract Delivery and Operational Coordination
Support the execution of client contracts and agreed deliverables across multiple accounts.
Ensure internal processes are followed to maintain a high standard of service delivery.
Coordinate with cross-functional teams to ensure deadlines are met across reporting, field execution, and client commitments.
Maintain accurate account records, documentation, and performance trackers.
What Success Looks Like
Client KPIs and SLAs are consistently achieved.
Reporting is delivered accurately and on time.
Client relationships are managed professionally and effectively.
Field activity is executed smoothly and in line with client expectations.
Team members are supported, engaged, and managed effectively.
Budgets are controlled and account performance is commercially sound.
Issues are identified early and resolved quickly.