The Key Account Manager – Australia (reporting to Sales Manager APAC) is responsible for managing and developing a portfolio of strategic customer accounts to drive revenue growth, retention, and long-term partnerships within the APAC market. The role focuses on account management excellence, customer satisfaction, CRM discipline, and identifying opportunities for upselling and cross‐selling in line with company objectives.
Key Responsibilities 1. Key Account Management
* Manage a portfolio of key customer accounts, ensuring consistent achievement of revenue and growth targets.
* Build, maintain, and strengthen long‐term customer relationships to ensure high levels of satisfaction and retention.
* Act as the primary point of contact for assigned accounts, managing all commercial and day‐to‐day interactions.
* Conduct regular business reviews and customer audits to identify performance trends and improvement opportunities.
* Identify opportunities to upsell and cross‐sell products and solutions within existing accounts.
* Collaborate with the wider sales team to maximise account profitability and market penetration.
* Develop account plans aligned with customer needs and company growth objectives.
* Provide tailored solutions to customers based on operational and commercial requirements.
* Handle customer interactions via phone, email, and online channels in a professional and timely manner.
* Process orders, quotations, and customer requests accurately and efficiently.
* Proactively address and resolve customer issues, escalating where necessary to ensure resolution.
* Work closely with internal teams (finance, operations, planning) to deliver a seamless customer experience.
4. CRM Management & Completion
* Ensure all customer interactions, opportunities and account updates are accurately recorded in the CRM system.
* Maintain high standards of CRM data integrity, ensuring completeness of notes, activities and pipeline stages.
* Adhere to internal CRM processes and support continuous improvement of system usage.
5. External Representation
* Represent the business at trade shows, exhibitions and industry events where required.
* Build and maintain strong professional networks within the Australian market.
* Stay informed on market trends, customer challenges and competitive activity.
Required Skills & Experience
* Experience in a sales or key account management role.
* Strong sales, negotiation and relationship management skills.
* Excellent verbal and written communication skills.
* Ability to work under pressure and manage multiple priorities effectively.
* Proficient in Microsoft Office, particularly Excel and Outlook.
* Experience using CRM systems to manage accounts and sales activity.
* Experience with Sage platforms (desirable).
* Strong attention to detail with excellent organisational and time management skills.
* Ability to work independently while collaborating effectively with a wider team.
* Customer focus – Builds trust and delivers consistent value to key accounts.
* Commercial awareness – Understands customer needs and identifies growth opportunities.
* Relationship management – Develops long‐term, productive partnerships.
* Data discipline – Maintains accurate, timely, and complete CRM records.
* Problem solving – Resolves issues efficiently with a solutions‐oriented mindset.
* Organisation & prioritisation – Manages workload effectively in a fast‐paced environment.
Desirable but not Essential
* Experience within Food, Beverage or Pharmaceutical industries is beneficial.
* Bilingual (APAC region) is beneficial.
Performance Indicators (KPIs)
(Indicative – to be aligned with internal targets)
* Revenue growth and retention across key accounts.
* Successful identification and delivery of upsell and cross‐sell opportunities.
* Customer satisfaction and account stability.
* Accuracy and completeness of CRM data and reporting.
* Timely processing of orders, quotations and customer requests.
* Contribution to team objectives and market presence.
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