Job Overview
Royal Canin's ambition is to be the Health Through Nutrition company creating a better world for pets. The PSRO Key Account Manager is responsible for leading the end-to-end management of strategic customer accounts, ensuring operational excellence, customer satisfaction, and sustainable business growth. The role serves as the primary interface between customers and internal stakeholders, driving account performance, service quality, issue resolution, governance, and continuous improvement initiatives across Malaysia.
Job Responsibilities
1. Key Account Management & Customer Relationship
- Serve as the primary point of contact for assigned strategic accounts across Malaysia.
- Build and maintain strong relationships with customer decisionmakers, operational teams, and executive stakeholders.
- Understand customers business objectives, operational challenges, and strategic priorities.
- Conduct regular customer engagement sessions, business reviews, and governance meetings.
- Represent the voice of the customer internally and advocate for customer needs and requirements.
- Develop and execute account plans to strengthen customer retention and satisfaction.
2. Performance Management & Reporting
- Track account performance against agreed targets and business objectives.
- Analyze operational and financial performance data to identify trends, risks, and improvement opportunities.
- Prepare and present regular business reviews, service reports, and executive summaries to customers and management.
- Ensure accurate forecasting and reporting of account performance and business opportunities.
3. Business Growth & Commercial Management
- Lead the contract renewals (JBP), business reviews, and commercial discussions.
- Partner with sales, marketing and eCommerce teams to drive account growth and retention.
- Monitor market trends and customer requirements to identify new business opportunities. • Build the strategic accounts to be the role model of category excellences.
4. Service Delivery & Operational Excellence
- Oversee the delivery of services to ensure compliance with service level agreements (SLAs), contractual obligations, and operational KPIs.
- Coordinate with cross-functional teams to ensure timely and effective resolution of customer issues.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer experience.
- Ensure operational processes are standardized and aligned with regional and global best practices.
5. Governance, Compliance & Risk Management
- Ensure adherence to company policies, regulatory requirements, and customer contractual commitments.
- Maintain effective account governance frameworks and stakeholder engagement plans.
- Identify operational, financial, and customer-related risks and implement mitigation actions.
- Support internal and external audits where applicable.
6. Stakeholder Management & Leadership
- Collaborate with local, regional and global teams to align customer strategies and operational priorities.
- Influence cross-functional teams to deliver customer commitments and business objectives.
- Facilitate effective communication between customers, operations, service delivery, commercial, and management teams.
- Mentor and guide team members where required to support capability development and succession planning.
Job Qualifications
- Minimum bachelor's degree in business studies/administration/management, Marketing or equivalent
- Strong understanding of account management principles and customer engagement strategies.
- Knowledge of supply chain, order management, customer service, logistics, or related operational processes.
- Proficiency in KPI management, performance reporting, and business analytics.
- Ability to interpret data and translate insights into actionable business recommendations.
- Understanding of contract management and service level agreements (SLAs).
- Experience working with consumer-packaged goods (CPG) brands is preferred
- Computer literate, proficient in Microsoft Excel, Power Point and Word
- At least 3-5 years of key accounts management experience
- Strong commercial and business acumen with good negotiation skills
- An interest for pets/ nutrition would be a plus
- Possess valid driver's license. Willing to travel
