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B2B Account Management Lead

2 months ago

Hawthorn East, Victoria, Australia Coles Full time

About the Role

We are seeking a highly skilled B2B Account Management Lead to join our Digital team at Coles Group. As a key member of our team, you will play a crucial role in shaping and enhancing our business relationships with key accounts.

Key Responsibilities

  • 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.
    • 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.
    • 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 where you start within our diverse business, you'll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.


• Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.