Key Account Manager- eCommerce
Job Description
Key Account Manager- eCommerce | Retail | Marks & Spencer | UAE
Date: 3 Oct 2023
Location: Dubai, AE
Company: Al Futtaim Private Company LLC
Job Requisition ID: 157222
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world’s most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day
Overview 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.
This role will manage the two key account leads; one for Foods and one for Fashion.
The key account manager responsibilities include building the 3rd party strategy, own the trade of the channel and growing the M&S business across the 3rd Party network ensuring that key partners are satisfied with the service level provided, range and catalogue management in accurate, identifying new business opportunities through trade actions, and build partner relationships to benefit M&S digital business growth.
To be successful as a key account manager, able to react and plan based on the data and statistics to improve business and marketing strategies. Ultimately, an exceptional key account manage needs be able to manage their leads to ensure all the brand key accounts are managed to without compromising on the quality of M&S online.
What 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 client’s 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 business
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
Customer Experience
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
Stakeholder Management
Internal
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
External relationships with partners, vendors and 3PL’s to drive commercial, rewarding results for the business
Required Skills to be successful:-
First and foremost, a great cultural fit with M&S Al-Futtaim
Able to work at pace with an impatience to get things done
Fantastic interpersonal skills, able to build, maintain and foster relations
Resilient and driven, with the desire to succeed
Passionate about their work with a can-do attitude
Strong eye for quality and for trading
Strong/excellent attention to detail
Strong commercial skills (commercially astute)
A high level of customer focus and the ability to understand customers’ needs
A team player capable of working cross-functionally in a collaborative manner
Results-orientated, with the ability to drive and deliver the implementation of new ideas
Ambition, while grounded in reality
Excellent communication skills
Experience of using, reporting and closing the loop across an NPS Measure
Remain positive with a can do attitude in an environment which is busy and constantly evolving
What equips you for the role:
Bachelor Degree
Minimum 6+ years’ experience of working in Digital operations, marketplace and/or 3rd party operations
Good working knowledge of MS Office, reporting and GA360
Good working knowledge / experienced user of an eCommerce content management system, ERP, SAP and associated tools and systems
Very organized, structured
Very good communication skills
Very curious and outgoing
About Al-Futtaim Retail
Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…
