Manager, BTB Key Accounts

THE COMPANY

Founded in Everett (US), Funko is the global purveyor of pop culture consumer products, most well‑known for its collectible Pop! Vinyl figures. With over 1,000 licenses, Funko has the largest portfolio of categories and items in the pop culture business. Funko’s inimitable designs span vinyl figures, apparel, plush toys, board and card games, keychains and more. Funko also owns brands including the innovative Snapsies™ toy, the Japanese‑inspired Paka Paka, Wetmore Forest and more.

With a world‑renowned in‑house production and creative team, the Funko brand will only grow from here!

The Manager, BTB Key Accounts is responsible for managing the Key Account Coordinators Team (KAC) who handle Strategic Tier 1 customer portfolios and operational transactions in partnership with designated members of the sales team; including the processes and systems related to servicing specific retail accounts and support of sales staff. The role manages the delivery of administrative and operational assistance designed to ensure organizational goals and metrics are achieved and the company’s top 60 accounts are given the appropriate service.

This position will manage a team, enabling them to deliver against key KPIs as designated by the Senior Director of Sales Operations.

• Improve Key customer account service and satisfaction levels amongst our Key strategic partnership accounts.
• Create process and best‑practice guidelines for the KAC team and other associated and inter‑dependent departments.
• Manage people, including identification and fostering of individual team member growth plans through ongoing coaching; provide training, tools, direction and motivation to enable success.
• Interact with internal product development and logistics teams to ensure smooth execution of sales orders for Key customer accounts.
• Work directly with sales representatives and key retail partners to ensure sales and customer service objectives are met.
• Understand and manage key account routing and labelling requirements within customer organizations.
• Create ad‑hoc reporting as requested by customers and SVP & RGM – EMEA.
• Determine service requirements by maintaining contact with customers, understanding operational requirements, benchmarking best practices, and analysing information and applications.
• Improve quality results by studying, evaluating, and re‑designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes.
• Establish customer escalation plans to ensure issues are effectively communicated and identify areas of system and/or training improvement required.
• Develop measurable quarterly KPIs for team members. Maintain a monthly review schedule with direct reports and department team leads.
• Hold team responsibility for achieving quarterly goals and KPIs.
• Authorize holiday and arrange sickness cover for KAC team members.
• Work with inter‑company departments to ensure sales team have access to all detail required to complete their tasks.
• Assist the team with any complex order book management issues, whether domestic or FOB.
• Assist in projects assigned by the SMT or the Senior Director of Sales Operations.

• Extensive experience in key sales support or administration for highly complex and/or top customers, preferably in the consumer products industry.
• Previous experience in a direct manager or lead role in a sales administration capacity.
• Polished professional with a quick response time and a sense of urgency.
• Excellent interpersonal, written, and verbal communication skills – English.
• Demonstrated ability to manage several important priorities at once.
• Close attention to detail.
• Analytical mind with a good understanding of numbers.
• Ability to work on own initiative and think outside the box.
• Strong administration experience and organisational skills.
• Ability to identify business issues, formulate plans to resolve them, and effectively communicate results to management.
• Excellent Microsoft Office skills (Word, Excel & PowerPoint) & proficiency with Power BI.
• Experience working with an ERP system (D365 is current system, moving to Oracle in 2022).
• D…