Key Account Manager- eCommerce | Retail

Job Description

Key Account Manager- eCommerce | Retail | Marks & Spencer | UAEOverview of the role:The role holder will be responsible for the 3rd party relationships, sales and trade management for all M&S 3rd Party relationships, providing seamless experience for customers working in partnership with the 3rd Parties, Retail Operations, Marketing, VOC, IT and Finance amongst others to ensure the very best service experience is offered to our customers.ÿThis role will manage the two key account leads; one for Foods and one for Fashion.ÿThe key accountÿmanagerÿresponsibilities includeÿbuilding the 3rd party strategy, own the trade of the channel andÿgrowing theÿM&Sÿbusiness across the 3rd Party networkÿensuring that keyÿpartnersÿare satisfied with the serviceÿlevelÿprovided,ÿrange and catalogue management in accurate,ÿidentifying new business opportunitiesÿthrough trade actions, andÿbuildÿpartner relationships to benefit M&S digital business growth.ÿTo be successful as a key accountÿmanager, able toÿreact and plan based on theÿdata and statisticsÿtoÿimprove business and marketing strategies. Ultimately, an exceptional key accountÿmanageÿneedsÿbe able to manageÿtheir leads to ensure all the brandÿkey accountsÿare managedÿtoÿwithout compromising on the quality ofÿM&S online.ÿWhat you will do:-Description of Accountability:

• Developing and sustaining solid relationships with key accounts and their respective leads to ensure business growth
• Addressing and resolving key accounts feedback and updates to ensure we are considered a partner of choice
• Acting as the main point of contact between key clients and internal teams
• Supervising the account leads assigned to each key partner
• Communicating and collaborating with the operation, , marketing, sales, and logistics departments to ensure that key partners needs are met.
• Compiling reports on partner progress, goals, and forecasts for account teams and stakeholders.
• Developing a thorough understanding of key clients needs and requirements and preparing customized solutions.
• Negotiating contracts with key clients and meeting established deadlines for the fulfillment of each clients long-term goals
• Managing the strategic direction for new partners launches
• Ensuring the team provide catalogue accuracy and stock integration
• Maintain the highest brand standards in line with M&S guidelines so that accurate imagery and product content is live with each partner
• Post go live ensure trade and standards as well as the best commercial terms for the businessÿ
• Accountability for the reporting dashboard, Data analysis and weekly/monthly reviews to ensure a successful operation
• Working closely with trading and store operational teams, as well as eCommerce Operations
• Identify and support resolution of customer experience risks
• Familiar with SOP?s for functional areas ensuring adherence to agreed processes and SLAs with internal teams and external partners to drive results
• Ensuring compliance to country regulatory policies governing orders
• fulfilment/returns
• Communicate professionally with both customer and colleagues in accordance with the Company?s values

• Work on Improvement plans and backlog to enhance customer experience
• Incorporate Best Practices online to ensure online to offline flow
• Ensure accurate content in DAM and PIM which flows automatically to each partner

• Building strong relationship with internal teams, especially the operations, Buying and brand teams
• Ensure M&S UK sign off on Strategic approach and align on targets

• External relationships with partners, vendors and 3PL?s to drive commercial, rewarding results for the business

Keyskills :