NKA Manager Key Roles and Responsibilities:

• Assure central negotiation, follow up, and customer care for FSD NKA customers.

• Master contract negotiation

• Set up national standard commercial packages, including:

  • Number of covering stores
  • Responsible / contacts down to each covering stores
  • Product catalogue (national/regional) recommendation
  • Pricing scheme
  • Delivery and logistics services
  • Terms of payment
  • Other trading term: promotion, goods return/change, quality, etc.
    

2. All key account customers sales performance are tracked and monitored at HQ.

• Business review, data monitoring & data analysis

• Establish individual customer profitability by Controlling’s monthly report

• Negotiate at national basket level to achieve an average margin per account

  3. Develop business:

• Take care biddings nationally and regionally

• Promotions

4. Strict follow-up and feedback with FSM/FOM & Customer Manager

• Payment follow up

• Overdue follow up

• Execution follow up

5. Individual local outlets are coded into relevant store customer manager’s portfolio, and Local outlet is serviced at store level, and customer management is “owned” by the stores.

6. Daily Communication and Local Execution & Fulfillment by Store FSM/FOM /Customer Manager:

• Store CM take daily business

• One on one customer approach

• Regular visit to customer’s local branch

• Receive and handle orders

• Quotation

• In-store coordination

• Complains handling

• Payment and over-due tracking

• Special action plan aligned with HQ

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