B2b Account Management Lead

5 days ago

Hawthorn East, Australia Coles Supermarkets Full time

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

**About the team**

As shopping continues to evolve, our Digital team keeps us at the cutting edge, making us more accessible, more innovative, and better connected than ever before. Driven by our innovative, inclusive, and forward-thinking culture, we create differentiated, omni-channel experiences for customers and build the next generation of digital retailing. Our Coles for Business team, within Digital, supports organisations across Australia to gain access to the food they need for their workplace.

Want to discover opportunities that challenge you? Connect to a career that can take you places? Inspire millions of Australians to lead healthier, happier lives? eCommerce is where you’ll find the freedom, support, and inspiration to do all that and more. We’re the team at the heart of our digital transformation - the ones creating the unified experiences and inclusive services our customers want and need. Open. Innovative. Accessibility-obsessed. It’s our eCommerce team that are redefining what we do, how we do it and why. So, we can build a digital offering fit for every Australian. So, we can shape the future of retail for better. So, we can find more ways to sustainably feed our nation -today and tomorrow.

**About the role**

As a B2B Account Management Lead at Coles Group, you will play a crucial role in shaping and enhancing our business relationships. This position is designed for those who are keen to drive significant sales growth and support strategic objectives through effective account management and customer engagement.

**You will also**

As a B2B Account Management Lead you will be managing key account relationships post acquisition.

Key responsibilities include:

- Strategic Account Management: Develop and maintain robust relationships with key accounts, ensuring a deep understanding of their needs and aligning them with Coles Group’s solutions. Lead and enhance customer interactions through proactive engagement, aiming to understand and serve the unique requirements of each business.
- Customer Integration and Support: Work closely with internal Product, Customer Engagement and Sales squads to tailor our offerings to meet customer needs effectively. You will be instrumental in the onboarding process and ongoing support, ensuring a holistic customer experience from start to finish.
- Performance Monitoring and Enhancement: Regularly review customer interactions and transactions to identify trends, address issues, and optimise the customer journey. You will be responsible for compiling and presenting detailed reports on account activity, feedback, and outcomes to both internal stakeholders and customer partners.
- Collaboration and Coordination: Liaise with internal teams including Customer Care, Sales, Marketing, Pricing, Range and Product to deliver a unified approach to account management. Educate and train teams on common customer inquiries and effective problem resolution.
- Customer Advocacy and Feedback Management: Actively manage customer feedback through various channels, addressing concerns and leveraging insights to improve service delivery and customer satisfaction.

**About you and your skills**
- 3-5 years experience in account management within a B2B sales environment, preferably in retail with digital experience
- Strong understanding of sales relationships and customer service expectations.
- Competency related to self serve data extraction and analysis highly desirable
- Proven ability to meet tight deadlines.
- Strong work ethic and time management skills.
- Strong written and verbal communication skills.

**What’s in it for you**
- Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide flexible working options to help you achieve it.
- Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
- Discounts: You’ll receive discounts across all our Coles brands (supermarkets, liquor and online), and for a huge variety of other partner retailers: sporting/entertainment, technology, getaways, healthcare and more. We double your discount for 70 days of the year at times of the year it matters most like summer holidays.
- Recognition and celebration: Give and receive recognition through mythanks, our digital recognition platform. As a team member of mythanks you can accumulate points to redeem for exciting gifts and electronic gift cards.
- Opportunities for learning and development: No matter wh

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