AddressThe Key Account Manager is responsible for delivering high levels of Client service and satisfaction to Wild Child’s valued Clients. This role provides an essential link between our Clients and our internal Operations Team. Through excellent communication and relationship management skills, the Key Account Manager develops trusted external and internal relationships and translates data from both to inform operational plans that meet the needs of Clients and maximise internal resources.
To be successful in this role you will be required to:- Define and implement Wild Child’s Client Service Strategy and be the primary point of contact for Clients on the scheduling and delivery of product orders.
- Maintain Client demand forecast to ensure Operations Team can plan to support the needs of our Clients.
- Manage client packaging and communicate frequently with Clients to ensure on time delivery of Client supplied packaging for upcoming Operations Schedule.
- Estimate business capacity needs working with CEO and Head of Operations based on product delivery timelines and escalate issues promptly.
- Champion launching of new products or new clients by supporting both documentation and client delivery work and see through to completion and fulfillment of order and timeline requirements. This includes owning site change control activities.
- Work with other Operation Team members to manage and / or mitigate changes to production schedule and maintain high level of Client service and resource utilisation.
- Gather market intelligence to understand Client requirements and create a plan for continuously improving Client service levels.
- Define and implement customer response procedures by ensuring customer service standards are met and addressed based on these standards.
- Preparation of quarterly Client dashboard which provides insights in to Client revenue and future demand.
- Solve complex problems, manage escalations and make decisions on a wide range of matters within the delegated authority.
- Taking part in and/or leading site improvement initiatives/projects as assigned by Head of Operations.
Other duties that may be reasonably required (assuming competence and certification as required) from time to time.
The following will be highly regarded:- Excellent interpersonal, oral and written communication skills.
- Passion and enthusiasm for working with people and delivering exceptional Client service.
- Proven ability to develop trusted partnerships with a range of external and internal stakeholders.
- Strong analytical skills with experience developing schedules and reporting on productivity.
- Proficiency in the use and business application of Excel, Power BI, Power Pivot, Power Query.
- The ability to exercise initiative and judgement, working either independently or as part of a team.
Wild Child is more than a manufacturing supplier to leading SPF, skincare and cosmetic brands from around the world, we are a strategic innovation partner for ambitious brands that want to seize more of the market with new product development.
Wild Child creates and produces high-performing, inclusive, sustainable and down-right awesome products that disrupt markets and contribute to establishing new consumer trends. Our 15 years of experience, expertise and end-to-end contract manufacturing capabilities provide our clients with confidence that we can help speed new products to market, so they can stay focused on building brands, maximizing market penetration and in-turn grow their businesses.
Sounds good, doesn’t it?
But wait, there’s more…
Our vision is to be the reliable source of inspiration and creativity for ambitious brands. Wild Child is in business to help develop and produce innovative, high-performing and sustainable products that enhance the health and beauty of everyone on this planet. No exceptions. That’s our jam.
How we roll - values we won’t compromise on;
Integrity. Yeah, we know, everyone lists integrity as a value. But we really mean it. We are honest, transparent and committed to doing what’s best for our clients and our company. We openly collaborate in pursuit of trusted partnerships and the creation of the highest quality products in the world. Because, in our business, if we don’t, we’re no longer in business.
Curiosity: Damn straight. We’re really interested in your business and how we can add value to it. We have the courage to actively seek new insights and knowledge to build deeper connections, create new ideas and improve our expertise.
Agility: More jargon? For us, this means thinking and moving at pace. We are nimble and ready to respond to the ever-changing needs of our clients. We live by our entrepreneurial heritage, acting on opportunities for growth and challenging conventions. Momentum is everything. If we’re not progressing, we’re dead.
Inclusivity: Never forgetting who our products are made by and who they’re for - human beings, not their gender, age, skin tone, skin type, religion, or race. We celebrate our diversity and are committed to building a caring, and supportive workplace. We nurture and support the unique talents of every team member to build a high-performance culture and guarantee individual growth.
Fun: Yep, fun. It’s important to every single person who works at Wild Child. If you’re not enjoying the process of making great products, then you’re not making great products. Passion and enthusiasm are key to a high-performing business. And we want our clients to enjoy working with us too. Let’s do this.
