Key Account Manager

Role Overview

The Key Account Manager is responsible for managing and growing relationships with key customers, ensuring high levels of satisfaction, repeat business, and long-term profitable partnerships, while acting as the main liaison between clients and internal teams (production, engineering, supply chain and quality). The role champions the voice of the customer in coordinating the actions of internal teams to ensure any delays or issues are proactively resolved.

Key Responsibilities

• Serve as the primary point of contact for key customers, building strong, long-term relationships with the relative stakeholders.
• Understand customer needs, forecasts, and upcoming projects and communicate these across the business.
• Support quotation process in collaboration with the engineering production and supply chain teams - negotiating pricing, lead times, and commercial terms.
• Routinely identify opportunities to grow existing accounts (upselling / cross-selling services) and contribute to achieving revenue and margin targets.
• Coordinate customer orders from RFQ through to delivery and ensure clear communication between customers and internal teams.
• Monitor project timelines and manage changes in scope, specifications, or delivery schedules. Conduct regular account reviews and performance check-ins.
• Ensure customer expectations on quality and delivery are consistently met for all enquiries and complaints / concerns.
• Maintain CRM records, OTIF scores and account activity providing forecasts and reports as required.

Key Performance Indicators

• Revenue growth with nominated key accounts
• Customer retention rate
• On-time delivery performance
• Customer satisfaction feedback
• Quotation conversion rate

Key Requirements

• Experience in account management, sales, or customer-facing role in a technical manufacturing / engineering environment (3 - 5 years preferred).
• Degree or equivalent experience in engineering, business, or related field (preferred but not essential).
• Ability to manage multiple customer projects simultaneously.
• Ability to work both independently and collaboratively as part of a team.
• Strong business acumen and commercial experience to include negotiation and pricing.
• Excellent interpersonal and relationship-building skills coupled with clear and professional written communication style.
• Proactive approach to identifying and resolving issues coupled with strong organisational and multitasking skills.

Benefits

• Competitive Salary
• Sports & Social Club
• Health Insurance