Key Account Manager

Who we are:

At Global Blue, we firmly believe that enhancing the shopping experience drives performance.

Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business.

As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23.

Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.

Together, we innovate, create, and strive towards a brighter future for the businesses we serve.

With Global Blue, enjoy the journey.

What you will do. A glimpse in your role:

The holder of this position is responsible for managing and developing assigned merchants' portfolio for TFS (Tax Free Shopping), DCC (Dynamic Currency Choice), Media and Business Intelligence products and to gain assigned new business accounts.

It is a sales position responsible to achieve the sales results, to agree the strategy with line manager, to manage the negotiations and to develop and strengthen the partnership with Key Accounts in his/her portfolio. He/She is responsible for contacting on a regular basis the assigned prospects and keep them fully aware/updated on our value proposition in term of services, market intelligence, business support/development and any other relevant topic useful to maximize the merchant's perception of the value generated by Global Blue as a partner, thus creating the preconditions for a future cooperation.

Key Responsibilities

• Deliver the Net Turnover and any other sales targets assigned taking corrective action when result materially deviates from expected
• Deliver new business targets
• Brick-wall accounts against competitors
• Build, maintain relationships both at store and HQ level, seeking to maximize the stores´ business with globe shoppers
• Manage Cross Selling opportunities within the assigned portfolio
• Negotiate merchant's contract conditions (within the guidelines received) and deliver of account specific contractual obligations
• Revert to related function all relevant information collected in the marketplace
• Control the receivable to minimise bad debts exposure
• Duly report activities in CRM, Account Plan for any account in portfolio which needs to be discussed at least once a year with line manager
• Project ownership and management of cross functional activities related to his portfolio
• Coordinate the Sell-out activities done by AM Sell-out within assigned account
• Build a mid-term strategic plan with merchant accordingly to Account plan
• Propose improvement or innovative solution based on strategic intelligence
• Organize his/her work in line with the defined Working Method for the KAMs.

Key competencies to empower your journey. You'll drive towards success if you have:

Background and Education

• Genuine sales talent with strong results orientation, passion and determination to reach sales targets
• Strong key account management experience, ideally in retail, digital or retail tech field, financial services or other added value services
• Strong service orientation, passion and determination to reach the sales targets building foundations for long term business relationship
• University graduate preferred
• At least 4 years' sales experience in B2B, Retail or Luxury Company.
• The knowledge of retail industry, luxury or fashion is a plus.
• Consultative selling approach that enable the Key Account Manager to propose solutions based on multiple services.
• Able to manage relationships up to CEO level and strong networking skills.
• Used to deal with different head of functions like Retail, Marketing, Technology, Finance and HR

Specific skills and knowledge:

• Ability to effectively communicate with sales
• Familiar with Account Planning approach
• Consultative sales approach
• Strong customer orientation
• Ability to use creative solutions to solve problems
• Good negotiation and communication skills, ability to present ideas clearly and concisely
• Financial background
• Strategic thinking
• Basic analytical skills
• Basic knowledge of MS Office products
• Multicultural orientation
• Adaptive
• Seniority in business management
• Strong capacity to manage stressful situation
• Familiar with Office package, Salesforce and MicroStrategy
• Familiar with matrix organisations.

Reporting and collaboration

The holder of the position reports solid line to Head of Key Accounts and she/he collaborates with:

• Merchant Solutions
• Central Marketing, Operations, SPO, GBIT, legal, product
• Other KA Team members.

Main KPis

• Net Turnover, Turnover from new business
• Merchant Commission/Gross Commission ratio, Customer retention rate, AutoFill coverage
• Refund Ratio, Hit Rate, Ageing
• Specific KPI globe shopper experience related (TBA)
• Specific KPI tax free desk (TBA).

Additional competencies

• Advanced spoken and written English
• Good knowledge of Excel
• Analytical skills to understand data
• Good knowledge of MS Office products and CRM, MSTR and other software skills

Together, we go further:

At Global Blue, you'll enjoy:

• Hybrid work flexibility
• Hands-on learning in
  luxury retail
  ,
  technology
  , and
  data-driven marketing
  .
• Fun team-building activities, workshops, and social events.

At Global Blue, we foster career growth through internal mobility, a multicultural environment, and an Agile Working Model that supports work-life balance and team spirit. Committed to sustainability, we prioritize positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we focus on client satisfaction, collaboration, innovation, and value creation. As forward thinkers, we embrace open dialogue, continuous learning, and shared success to shape the future while delivering tangible results.

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