Key Accounts Manager - North & Central Region

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Job Purpose:
Lead customer and field execution for the assigned customer cluster, retail format or geographic area. Translate approved customer plans and commercial priorities into disciplined in-store execution, ensuring availability, visibility, merchandising, pricing, promotion and service standards. Coordinate closely with Group KAM Operations, KAM Planning and cross-functional teams to deliver customer commitments, resolve operational issues and drive sustainable sales growth.
Accountabilities:
1. Account Execution & Customer Operations:
• Translate approved Joint Business Plans, customer priorities and commercial programs into account- and outlet-level deployment plans for the assigned scope.
• Ensure high-quality in-store execution across availability, visibility, merchandising, pricing, promotions and compliance with PICOS and Sales Fundamentals.
• Manage operational relationships with relevant customer contacts, Store Managers and Regional Customer Managers to secure timely implementation of agreed activities.
• Coordinate daily with KAM Planning, Trade Marketing, Customer Service & Logistics, Supply Chain, Finance and field teams to ensure operational readiness and delivery of customer commitments.
• Monitor delivery, stock, returns, claims and other service issues; drive timely resolution and escalate material risks when required.
• Identify outlet, distribution and execution opportunities within the assigned scope and recommend actions to expand profitable growth.
2. Execution Performance & Resource Management:
• Track execution performance through scorecards, PICOS, Sales Fundamentals and agreed sales and service KPIs for the assigned customer cluster or area.
• Run regular operating reviews with the team, identify execution gaps and ensure clear corrective actions, owners and timelines.
• Deploy field resources, commercial materials and operational support within approved plans and budgets to maximize execution effectiveness and return on investment.
• Provide accurate and timely updates on sales execution, customer issues, competitor activity and market developments to Group KAM Operations and KAM Planning.
• Capture frontline insights and convert them into practical recommendations to improve customer plans, promotional execution and ways of working.
3. Team Leadership & Continuous Improvement:
• Set clear objectives and execution standards for assigned KAS, Merchandisers and field team members; monitor performance through regular reviews and field coaching.
• Build team capability in customer service, selling, negotiation, Sales Fundamentals, outlet execution and problem-solving.
• Plan team resources and support recruitment, onboarding and development of new field employees when required.
• Promote strong teamwork, discipline, accountability and the ONE MOFT spirit while role-modelling HEINEKEN behaviors.
• Share best practices and lead practical improvements that strengthen execution quality, consistency and productivity within the assigned scope.