Manager, BTB Key Accounts

Manager, BTB Key Accounts – Role Purpose

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. 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 receive appropriate service.

• Improve key customer account service and satisfaction levels among strategic partnership accounts.
• Create process best practices for the KAC team and related departments.
• Identify and foster individual team member growth plans through coaching and training.
• Coordinate with internal product development and logistics teams to ensure smooth execution of sales orders for key accounts.
• Work directly with sales representatives and key retail partners to meet sales and customer service objectives.
• Understand and manage key account routing, labeling requirements, and customer organization.
• Create ad‑hoc reporting as requested by customers and senior leadership.
• Determine service requirements by maintaining contact with customers and benchmarking best practices.
• Analyze information to improve quality results, re‑design processes, and establish service metrics.
• Establish customer escalation plans and identify areas for system or training improvement.
• Develop measurable quarterly KPIs for team members and maintain a monthly review schedule.
• Hold team accountable for achieving quarterly goals and KPIs.
• Authorize holidays and arrange sickness cover for KAC team members.
• Work with inter‑company departments to ensure the sales team has all necessary details.
• Assist the team with complex order book management issues, whether domestic or FOB.
• Participate in projects assigned by the SMT or Senior Director of Sales Operations.

• Extensive experience in key sales support or administration for highly complex or top customers, preferably in the consumer products industry.
• Previous experience in a direct management or lead role in sales administration.
• Polished professionalism with a quick response time and sense of urgency.
• Excellent interpersonal, written, and verbal communication skills – English.
• Ability to manage several important priorities simultaneously.
• Close attention to detail and analytical mind with strong numerical understanding.
• Ability to work independently and think outside the box.
• Strong administration experience and organisational skills.
• Capability to identify business issues, formulate resolution plans, and communicate results to management.
• Excellent Microsoft Office (Word, Excel, PowerPoint) and Power BI skills.
• Experience working with an ERP system (D365 current, migrating to Oracle).
• Demonstrated client services focus.

• Competitive compensation package with full benefits and a 401(K) plan with matching contributions.
• 25 days annual leave per year (pro‑rata), pension, discretionary company bonus.
• Wide variety of discounts through Perkbox (shopping, food & drink, entertainment, health & fitness).

Funko is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, veteran status or any other characteristic protected by applicable laws, regulations, and ordinances.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.