Key Account Manager

Role Overview

• Effectively manages brand/seller relationships with understanding and strategy of desired outcome
• Acts as the external and internal main point of contact for accounts under his/her portfolio
• Act as primary point of contact for all seller related escalations and maintain constant communication
• Full ownership of assigned seller accounts and/or category, responsible for growing Sales and Profitability generated by accounts/categories under his/her portfolio
• Critically analyze sales performance to identify action points and threats to drive top line revenue
• Actively contributes to the critical path/scale-up actions plans
• Develops an understanding of the influences of own department on the wider ZALORA business and anticipates how other departments and stakeholders can impact own area
• Identify potential brands/suppliers that are eligible and capable to transition to a hybrid/marketplace set-up/operating model
• Supports and contributes to "transition" negotiations whenever necessary (e.g. outright model to marketplace model, consignment model to marketplace model)
• Participates in cross functional projects especially when existing sellers are involved
• Facilitate seller growth by advising sellers on how to optimize their offering through sales management, brand management, production optimization, product pricing and selection
• Works with sellers to deliver relevant listing on the site, increase width and depth of relevant assortment, and drive seller participation in marketing campaigns, promos and other growth initiatives
• Delivers performance review to brand partners/sellers, understanding and interpreting sales performance and other seller KPIs using key commercial levers of trade
• Supports all facets of contract re-negotiations with existing sellers with the guidance of Key Account Manager while keeping Category Lead fully informed at every stage of re-negotiations to facilitate informed decision making
• Monitor the operational performance of brands/sellers to ensure compliance to delivery timelines, to ensure customer satisfaction meet Zalora’s standards
• Liaises with Vendor Management/Operations team and brands/sellers to ensure smooth delivery of goods ordered
• Escalates issues to Vendor Management any potential operational/logistics issues foreseen and initiate discussion with brands/sellers to address challenges to meet the contractual Service Level Agreements
• Manages proper resolutions and identifies/recommends process improvements
• Monitors and meets Account Management KPIs
• Any risk to KPI or OKR achievement should be raised to the Category Lead in a timely manner
• Can speak knowledgeably about ZALORA's objectives, plans, customers, competitors, business and department strategies, brand strategy and market trends
• Uses clear customer focus to identify opportunities for improvements/ expansion to the customer experience with ZALORA
• Works with other Commercial stakeholders to share information on overlapping key brands (i.e. brands/sellers on hybrid model), ensuring that the customer is offered a well-rounded brand representation across all product areas from ZALORA
• Demonstrates an understanding of new fashion and retail trends, and how these can affect the trading climate, regularly reads market research data and spots new business opportunities
• Actively contributes to assortment strategy by identifying potential assortment from existing pool of MP sellers and benchmarking with competitors
• Liaises with brands/sellers to encourage and influence development of the product range/assortment that's most relevant to the end consumers
• Liaises with sellers to identify best sellers and key trends as opportunities both pre-season and in-season
• Influences sellers to builds a cohesive product range by sharing recommendations on target market, price points, styles, etc., so that it is credible to the customer
• Collaborates with the Marketing team about Marketplace marketing campaigns
• Initiates, innovates and drives change on how product is showcased to the customer through discussion with key business stakeholders and immediate team member with the support of relevant data
• Identifies promotional opportunities to motivate further sales growth and convinces accounts under his/her portfolio to participate in order to create an exciting retail environment for the customer
• Develops negotiation skills; demonstrates creative negotiations with suppliers/ brands in order to achieve targets
• Ensures supplier/ brand clearly understands the entire Marketplace process, and obtains the supplier’s input where appropriate

Requirements

• Actively drives engagement, identifying areas of improvement in order to build a safe, supportive and fun working environment
• Work hard, work fast, work smart, work creatively and have fun
• Driven above and beyond in order to grow the business unit
• Takes ownership of own development
• Creatively solves challenges in order to overachieve business and department targets
• Demonstrates pragmatic and professional behavior at all times
• Proactively seeks mentors / team members / colleagues for their own development
• Demonstrates a clear understanding of their own areas of opportunity/ development and drives relevant growth
• Motivates and supports other members of the division and presents themselves as a potential mentor and key figure within the wider business
• Shares their knowledge and experience openly with team members
• Demonstrates a clear understanding of their own areas of opportunity/ development by being the driving force and motivation behind their own personal development plan (PDP)
• Learns to accept and deliver constructive feedback and implement change when and where necessary
• Shares their knowledge and experience openly with team members
• Is solution orientated and overcomes challenges in a time efficient and agile manner, and offers this support to colleagues

Benefits

• Flexible work arrangements