Key Account Manager

JOB OVERVIEW 

The Key Account Manager (Southern) at Top Centre Laundry is responsible for developing, managing, and strengthening relationships with key commercial clients to ensure exceptional service delivery, long‑term retention, and sustainable account growth. 

This role acts as the primary point of contact for assigned key clients, working closely with internal teams to ensure high service standards are met, issues are proactively addressed, and client needs are consistently exceeded. The Key Account Manager plays a critical role in supporting Top Centre Laundry’s growth as a structured, professional private entity.  

Duties and Responsibilities  

Client Relationship Management 

• Manage and maintain strong, long‑term relationships with allocated key accounts 

• Act as the primary point of contact for customer enquiries, feedback, and service matters 

• Conduct regular customer engagement, including service reviews and regular site visits 

• Build trust with client decision‑makers through responsive, professional communication 

Service Delivery & Issue Resolution 

• Monitor service delivery to ensure contract and service level requirements are met 

• Identify and resolve customer issues or complaints promptly and professionally 

• Escalate operational issues to relevant internal teams where required 

• Follow through on corrective actions and confirm resolution with customers  

Account Performance & Growth 

• Monitor account performance, service trends, and client feedback on products  

• Identify opportunities for service improvements, product improvements, operational efficiencies, or value‑add opportunities 

• Support contract renewals and contribute to account discussions, including scope changes 

• Work collaboratively with management on pricing or service adjustments where necessary 

Internal Coordination 

• Liaise with production, logistics, and operations teams to ensure service alignment 

• Communicate client expectations clearly to internal stakeholders 

• Represent the “voice of the customer” in operational discussions 

• Support onboarding of new key accounts to ensure smooth transitions 

Administration & Reporting 

• Maintain accurate customer records, correspondence, and service documentation 

• Track service issues, outcomes, and follow‑up actions and report weekly to the CEO 

• Oversees reports on customer status, issues, and performance where required 

• Ensure confidentiality and professionalism in handling client information 

Key Performance Indicators (KPIs) 

• Client satisfaction and retention rates 

• Number of customers visited per month 

• Resolution time and quality of service issues 

• Stability and growth of assigned accounts 

• Quality and consistency of customer communication 

• Number of service improvement initiatives identified and implemented 

Core Values and Behaviours 

• Be honest, respectful, approachable and trustworthy. 

• Embrace inclusion and diversity. 

• Maintain confidentiality and uphold professional standards. 

• Be proactive, solutions-focused, and collaborative. 

• Lead with accountability and integrity. 

Required Qualification and Experience  

Essential 

• Demonstrated experience in account management, customer service, or client‑facing roles 

• Experience working with commercial clients 

• Strong problem‑solving skills in a service environment 

Desirable 

• Experience in laundry services, logistics, manufacturing, or operations‑based industries 

• Understanding of service contracts and KPIs 

• Background in B2B services or facilities management 

Other Requirements 

• Unrestricted driver’s licence. 

• Must be available to travel between sites and customers to provide direct, hands-on support regularly. 

• Confidence working with stakeholders across all levels, including executives, site managers, frontline teams and key suppliers.