Title:  Manager Customer Account Management (FMCG, KAM)

About The Role

The Manager, Customer Account Management is responsible for managing sales, profitability, and 5P in-store execution for assigned customers within DKSH's Consumer Goods division in Malaysia. This role drives sustainable and profitable growth by partnering with customers to align company, category, and brand strategies that increase demand and deliver meaningful commercial outcomes.

What You Will Deliver

• Manage operating departmental budgets and costs according to annual allocation to ensure efficient usage of resources, where applicable
• Develop and implement processes and strategies (local go-to-market strategies, sales strategies and customer strategies) for assigned customers to ensure achievement of goals

• Manage operating budgets and costs in line with annual allocations to ensure efficient and accountable use of resources
• Develop and implement local go-to-market strategies, sales strategies, and customer-specific strategies for assigned accounts to ensure the consistent achievement of commercial goals
• Monitor team Key Performance Indicator (KPI) achievement, conducting regular performance reviews to provide structured feedback on achievements, performance gaps, and areas for improvement
• Identify the short-term business needs and objectives of key customers, developing and proposing proactive business solutions that span the full demand and supply chain
• Lead annual negotiations including trading terms and conditions to facilitate sales agreements and achieve targeted margin outcomes
• Manage and monitor 5P in-store execution performance across product availability, pricing, share of shelf, promotion, and placement, ensuring any execution issues are identified and resolved swiftly by the team
• Develop deep insights and actionable recommendations from post-evaluation analyses, incorporating learnings into customer strategies to continuously improve commercial outcomes
• Manage the reporting of sales and projected sales and margin forecasts, evaluating trends and forming meaningful conclusions to facilitate well-informed strategic decisions
• Develop, monitor, and recommend continuous improvement initiatives across business processes, customer service standards, and commercial techniques including category management
• Develop and build strong, trust-based relationships with customers and a broad network of contacts to deepen understanding of customer needs and drive achievement of business objectives
• Work closely with cross-functional teams including Trade Marketing, Product Management, and Supply Chain Management to ensure efficient and effective execution of commercial plans
• Manage and oversee team delivery of function goals, driving consistent execution and accountability against agreed targets
• Drive team learning and development in Customer Account Management practices and DKSH values, while pursuing continuous self-improvement to lead and model high-performance behaviors
• Administrative duties and coordination tasks as required

What You Bring

• Degree in Sales, Marketing, or a related fieldMinimum 3 to 5 years of experience in a similar role
• Advanced knowledge and understanding of the industry, market landscape, competitors, and customers
• Sound selling skills and proven Key Account Management experience in the Fast Moving Consumer Goods (FMCG) industry, preferable KAM experience in CVS. 
• General understanding of supplier and customer relationship management, including supply chain, field marketing, and branding
• Strong negotiation and communication skills with the ability to influence effectively at all levels
• Proficiency in office productivity tools including Microsoft Excel, Word, and PowerPoint
• Fluency in English, both written and spoken

Why Join DKSH

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Customer Account Management (KAM).