Key Account Manager

Are you interested in Science and keen to pursue a career where you can make a meaningful impact?
** Step Into the Role**

• Develop a thorough understanding of each assigned Key Account’s immediate needs, future requirements and strategic priorities, and ensure these are effectively addressed.
• Deliver an exceptional level of customer service, building strong relationships that support customer satisfaction, loyalty and retention.
• Develop and maintain relationships with key decision makers and influencers across customer organisations at both operational and strategic levels.
• Schedule and lead customer review meetings online and in person to gain feedback on performance, identify additional service lines and keep customers informed of relevant company developments and new service offerings.
• Support Key Accounts with portal setup and utilisation.

• Deliver annual revenue growth and retention targets across the assigned Key Account portfolio.
• Expand share of wallet through new business opportunities, projects and tender submissions.
• Implement agreed price increases and identify opportunities to improve account profitability.
• Develop, maintain and deliver strategic account plans for assigned Key Accounts.
• Analyse and report on down‑trading and up‑trading accounts, identifying risks and opportunities and recommending appropriate actions.

• Provide monthly account performance reports to the management and sales teams.
• Compile and deliver KPI and financial reports for Key Accounts as required.
• Provide accurate account forecasts, pipeline updates and risk assessments to the commercial leadership team.
• Monitor NPS performance and ensure detractor cases relating to assigned Key Accounts are investigated and closed out.

• Maintain accurate CRM records for assigned Key Accounts, including key customer contacts, organisational structures, agreements, contracts and correspondence.
• Support the Accounts team in resolving overdue balances and payment issues relating to assigned Key Accounts.
• Take ownership of queries, quotations and service issues relating to assigned Key Accounts, coordinating with the appropriate internal teams to ensure timely resolution.

• Coordinate with laboratory, logistics and other internal teams to ensure the operational requirements of assigned Key Accounts are understood and effectively delivered, with customers kept informed of any service issues or delays.
• Act as an ambassador for the company brand and values.
• All staff are responsible for their own training records. Training records must be up to date to progress within the career model.

These duties are by no means exhaustive and should not be interpreted as a complete definition of the role.

Hemel (free onsite parking)37.5 hours (5 days per week)

• Pension
• Enhanced parental leave
• 22 days holiday plus bank holidays

• Impeccable written and verbal communication ability.
• Commercially aware, numerate and confident interpreting customer, revenue and performance data.
• Understanding of customer service, complaint resolution and account management processes.
• Close attention to detail and an understanding of operating within a quality system.
• Reliable with good time-keeping.
• Strong prioritisation and organisational skills.
• Positive attitude towards change.
• Adaptability to use various in-house systems and processes.

Normec i2 FAST is a scientifically founded and led laboratory. Launched in 2019, Normec i2 FAST provides pesticides, microbiology, contaminants, and nutritional testing for the food and allied industries. The Normec i2…