Overview
We are seeking a proactive and relationship-driven Key Account Manager to join Buylink Services.
This is a newly created role designed to be the cornerstone of our client retention and satisfaction strategies.
By taking ownership of the customer service and account management side of the business, you will play a critical part in ensuring our clients remain highly satisfied with our services. This role offers a unique growth opportunity within a well-established company to shape a newer business area and drive real impact.
The role could be based in either Sydney or Melbourne.
Responsibilities
Reporting to the Client Development Manager, you will oversee ongoing account management initiatives to ensure contract revenue and profitability. Your day-to-day responsibilities will include:
* Relationship Management: Build strong, trust-based relationships with a diverse range of stakeholders, from spending time in kitchens understanding the needs of chefs, to meeting with Chief Procurement Officers to discuss supply chain strategies.
* Strategic Retention & Engagement: Manage Quarterly Business Reviews (QBRs), present new innovations, oversee contract negotiations, and take a lead role in the mobilisation of new contracts.
* Data & Analytics: Conduct spend and data analysis, track customer surveys, and utilise CRM systems like SalesForce and Fresh Service to monitor tickets, track insights, and identify opportunities for revenue and margin growth.
* Team Leadership: Supervise, coach, and empower a team of two Procurement Coordinators who handle daily operational tasks (such as logistics, billing, and routine customer inquiries), ensuring seamless service delivery.
* Collaboration: Work closely with internal marketing, operational, finance, and procurement teams to facilitate optimal business outcomes and ensure contract retention initiatives are successful.
Qualifications
To be successful in this role, you will bring a strong history of customer account management and a passion for keeping clients happy. Specifically, you will have:
* Experience in customer service or account management, ideally within the food services or food manufacturing industries.
* Exceptional communication and interpersonal skills, with the ability to manage relationships, handle complaints empathetically, and adapt to changing environments.
* Strong analytical capabilities with a comfort level in working with technology-underpinned solutions to drive efficiency.
* Demonstrated supervisory skills and the ability to inspire, motivate, and delegate to team members.
* A proven track record of setting, managing, and achieving client retention and satisfaction KPIs.
Apply Now If you are ready to take on a pivotal relationship-management role and drive the ongoing success of Buylink Services, we want to hear from you.
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