Group Key Accounts & Customer Experience Manager

Job description:

At Vetropack, we believe that long-term growth is built on strong customer partnerships, commercial excellence, and a relentless focus on customer experience. We are looking for a Group Key Accounts & Customer Experience Manager to lead the development of strategic account management across the Group, strengthen customer-centric ways of working, and drive the evolution of our commercial capabilities.

This role offers a unique opportunity to shape how Vetropack engages with its most important customers, establish best-in-class key account management practices, and lead strategic initiatives that enhance customer experience, sales effectiveness, and business performance across our international organization.

In this role, you will lead the development of Strategic Account Management across Vetropack Group, supporting the successful execution of our company strategy and strengthening partnerships with our most important customers. You will drive key initiatives in customer experience, commercial excellence, and sales transformation, helping to build a customer-centric culture across the organization.

A key part of the role will be advancing the digitization of Sales and Marketing through CRM adoption, data-driven decision-making, and prioritization tools that support sustainable growth and profitability. You will lead Customer Experience and Customer Centricity initiatives, create a culture of continuous improvement, digitalize and use technology to drive efficiency and efficacy and help shape the future of commercial excellence at Vetropack by supporting delivery of Strategy 2035 goals on growth.

This opportunity is for you if you combine a strong background in key account management with a passion for customer excellence, organizational development, and commercial transformation. You thrive in collaborative, international environments and are motivated by the opportunity to make a meaningful and lasting impact across the business.

• Serve as a member of the Sales Leadership Team, contributing to the development and execution of Vetropack’s Strategy 2035 and driving commercial excellence across the organization.
• Lead the development and continuous improvement of Key Account Management practices, including strategic account planning, governance frameworks, and capability building based on best-in-class methodologies such as the Gartner Competency Framework.
• Design and oversee sales capability development programs, including Key Account Management training, commercial excellence initiatives, and pricing excellence frameworks.
• Partner with HR to strengthen commercial talent development, reduce time-to-revenue, increase employee engagement, and ensure adherence to sales processes and standards.
• Drive Cost-to-Serve and value-based selling initiatives through tools and methodologies that support profitable growth, margin expansion, and customer value creation.
• Champion Customer Excellence across Strategic and Major Accounts by strengthening customer engagement, long-term partnerships, and a customer-centric culture.
• Lead the Voice of Customer program, leveraging customer feedback and action plans to improve customer satisfaction, relationships, and NPS performance.
• Collaborate with Sales Leadership to build and manage a robust opportunity pipeline, driving sustainable revenue growth and market share gains.
• Lead the digital transformation of Sales and Marketing, including CRM optimization and the adoption of tools that enhance customer engagement and sales effectiveness.
• Prepare and deliver strategic presentations, reports, and recommendations to senior leadership on commercial performance, customer development, and key initiatives.
• Drive Strategic…