Senior Key Account Manager

Job Description:

The Key Account Manager (KAM) will be the primary leader responsible for managing the overall relationship with key clients in the wine and spirits sector across the United States. The KAM’s mission is to ensure full compliance with operational commitments made to clients, anticipate potential issues, develop business, and act proactively to resolve them—delivering a service standard of excellence. As the strategic point of contact between Ramondin and assigned customers, the KAM will build strong, long-lasting relationships based on trust and deep business insight. The role includes identifying growth opportunities, improving internal processes, implementing innovative solutions, and strengthening customer loyalty through exceptional experiences. The KAM will also be coordinated internally with departments such as Customer Service, Production, Supply Chain, Quality, Development, and Marketing to ensure flawless execution.

SPECIFIC KNOWLEDGE & EXPERIENCE
- Minimum of 5 years experience in B2B sales or key account management, preferably in the wine, spirits, or packaging industries.
- Technical knowledge of capsules, closures, labels, or glass packaging is preferred, related with wine.
- Experience in commercial negotiations and contract management.
- Advanced proficiency in Microsoft Office (especially Excel and PowerPoint). Excel, Data proficiency (pivot tables required).
- Proven experience with margin analysis, pricing, forecasting, and commercial KPIs.
- Experience with CRM systems and customer analytics tools.
- Fluent in English (spoken and written); Spanish is a plus. Additional languages such as French are desirable.
- Knowledge of international trade and logistics.
- Strong understanding of core business and support processes, especially the “Order-to-Delivery-to-Service” (Supply Chain).
- Experience coordinating efficiently between Industrial Operations and the Commercial function.
- Empathy for customer needs and understanding of manufacturing cost drivers.
- Comprehensive business, enterprise vision, commercial strategy understanding.
- Basic financial literacyto connect them with functional KPIs and goals. Familiarity with SAP.
- Valid California driver’s license. Excellent communication, negotiation, and influencing skills.
- Strategic thinking and strong customer orientation. Ability to lead multidisciplinary teams and capable of working under pressure and solving complex problem
- Willingness to travel. - Precision, results orientation, and continuous improvement mindset.
- Commmunication and Negotiation: To effectively operate within the established model.
- Proactively identifies and addresses performance or skill gaps for others.
- Collaborative Leadership: A trusted team player who works seamlessly with coworkers and is widely recognized for their integrity and professionalism.

Strategic Key Account Management
•  Develop and implement account plans for assigned clients in line with Ramondin’s commercial objectives and strategy. Manage growth plans for assigned accounts and develop plans to target new account.
•  Identify comprehensive understanding of customer needs both long term and short term and drive opportunities aligned with Ramondin portfolio.
•  Maintain and build strong relationships with key decision makers of assigned accounts. Identify key decision makers and craft relationship map to ensure Customer Intimacy.
•  Key Account management. Monitor business performance against target - both volume and margin and coordinate corrective actions to sales programs, to achieve target commitments. Identify business opportunities, maximize profitability, and ensure long-term customer loyalty. Lead contract negotiations, renewals, and commercial terms.
•  Customer support – address customer inquiries, resolve issues, and provide timely and efficient solutions to ensure the highest level of customer satisfaction
•  Be involved and informed about orders, production schedules, deliveries, and logistics with internal departments.
•  Monitor and ensure the fulfillment of operational and service commitments. Collaborate closely with Operations. Collaborate closely with R&D, Marketing and Operations to ensure account strategies are implemented. Manage and supervise with internal teams involved quality claims, returns, and issue resolution.
•  Support and help on the creation of new SKUs with the Development team.
•  Coordinate with clients and internal teams demand forecasts and monitor inventory levels, and follow up and track contracts and agreement forecast committed.
•  Ensure with customer team, operational consistency and manage client-specific processes.
•  Cooperate and oversee collection of payments and resolution of overdue invoices.

Analysis & Continuous Improvement
•  Prepare performance reports (KPIs, margins, actual vs. budgeted volumes), KPI tracking.
•  Propose and implement improvements to service quality, processes, and operational efficiency.
•  Coordinate customer service-related projects and initiatives.
•  Analyze root causes and risks, and escalate improvement suggestions, including recommendations on value proposition and operational process adaptations.
Commercial Events & Representation
•  Trade Shows and Commercial and events: Coordinate, and execute events, manage logistics, including venue, schedule, and vendors. Oversee promotion, marketing, and communication. Ensure smooth setup, execution, and teardown. Monitor budgets and manage expenses. Troubleshoot and resolve on-site issues and ensure positive attendee experience and event success.Represent Ramondin USA promoting its core values and unique value proposition.
•  Coordinate with internal team Communication, Marketing, and Social Media teams to ensure strategic alignment in brand management, commercial campaigns, and client communications within the target market.
Team Leadership
•  Help and support the Customer Service team assigned.

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