• Manage sales and distribution within a given geography, including merchandising • Responsibly sell company initiatives to retail partners including promotions, inventory management, and pricing strategies • Sell/execute the 4Ps of presence, pricing, promotion, and product to customers and adult nicotine consumers • Develop a local strategy and business plan for meeting individualized territory objectives, including identifying, analyzing, prioritizing, and targeting existing and potential retail outlets within the geographic territory for product sales opportunities • Consult with and advise retail partners on category management and business analytics to help improve the performance of their business • Develop innovative ways to improve business performance through data analysis, brand marketing, product placement, and pre-call planning • Develop and/or utilize systems to track, measure, and analyze progress against key initiatives and other business metrics • Grow leadership potential through ongoing training and impactful experiences • Utilize analytic tools to evaluate market opportunities and impact business performance and results • Successfully execute all account management responsibilities in all assigned chain and distribution headquarters accounts • Perform related duties as assigned, within your scope of practice

• Manage sales and distribution within a given geography, including merchandising • Responsibly sell company initiatives to retail partners including promotions, inventory management, and pricing strategies • Sell/execute the 4Ps of presence, pricing, promotion, and product to customers and adult nicotine consumers • Develop a local strategy and business plan for meeting individualized territory objectives, including identifying, analyzing, prioritizing, and targeting existing and potential retail outlets within the geographic territory for product sales opportunities • Consult with and advise retail partners on category management and business analytics to help improve the performance of their business • Develop innovative ways to improve business performance through data analysis, brand marketing, product placement, and pre-call planning • Develop and/or utilize systems to track, measure, and analyze progress against key initiatives and other business metrics • Grow leadership potential through ongoing training and impactful experiences • Utilize analytic tools to evaluate market opportunities and impact business performance and results • Successfully execute all account management responsibilities in all assigned chain and distribution headquarters accounts • Perform related duties as assigned, within your scope of practice

• You conduct conversations with potential customers and maintain existing contacts through regular, reliable communication • You document your activities clearly in the CRM and record your next steps • You work closely with a friendly, supportive team and receive help with structure, outreach, and professional development

Role Description Not all Account Management roles are the same. Some are built around meetings and status updates. This one sits at the centre of operational performance, client strategy, customer experience and people leadership. We are looking for an exceptional bilingual Account Manager to join our growing BPO organisation and become the critical link between our clients and our operational teams. You will be responsible for managing multiple client accounts across ecommerce and customer experience operations, ensuring service excellence, commercial confidence and consistently high performance delivery. This is a high-impact role within a small, highly experienced leadership team with exceptional stability, strong client partnerships and a genuine focus on quality over volume. If you understand contact centre operations, thrive in fast-moving client environments and know how to turn KPIs, SLAs and CX insight into long-term client success, we want to hear from you. Qualifications - Fluent English and German, spoken and written - Proven experience within a BPO, contact centre or outsourced CX environment - Strong understanding of contact centre KPIs, SLAs and operational reporting - Experience managing multiple client relationships - Team management and people leadership experience - Ability to lead through Team Leads and support operational development - E-commerce and customer experience understanding - Experience with CX platforms and contact centre software, including Zendesk, Gorgias, Freshdesk or similar - Confidence in configuring reporting, workflows and operational processes within support platforms - Ability to interpret data and convert insight into action - Highly proactive and solutions-oriented mindset Requirements - Manage multiple client accounts simultaneously - Grow trusted, long-term client relationships - Lead operational performance across customer support programmes - Ensure KPIs and SLAs are consistently achieved and exceeded - Understand each client’s business goals, brand vision and customer expectations - Drive continuous improvement initiatives across teams and processes - Deliver proactive reporting, operational insights and strategic recommendations - Support and develop Team Leads who report directly to you - Oversee multiple worldwide multi-lingual operations ranging from small specialist teams through to larger programmes of up to 80 agents - Work closely with internal departments to ensure operational alignment and delivery excellence - Maintain high standards of customer experience, brand tone and service quality - Lead the onboarding of new client accounts following established operational processes and implementation frameworks Benefits - Genuine influence and ownership - Exposure to international e-commerce brands - A collaborative and supportive leadership environment - Long-term career growth opportunities - The opportunity to shape processes, strategy and client success - A business that genuinely values customer experience excellence - Remote working