Account Manager - EPD

Job description

At Smartbox, we believe that real-life experiences help us thrive, connect, and become the best versions of ourselves. As Europe’s leading experience brand, we are entering an exciting new chapter—evolving from a gift box company into an experience company. Mission Your mission, as an Account Manager, is to help us strengthen relationships with existing partners and uncover new business opportunities. In this role, you’ll be in daily contact with partners—primarily via phone and online meetings—to assist with questions, explore growth potential, and build long-term, trust-based relationships . You’ll act as a key point of contact and advisor, preparing tailored business reviews and using your creativity to transform market trends into new product ideas . Collaboration with local and international colleagues will be part of your daily work, and you’ll be expected to manage account retention, identify upselling and cross-selling opportunities, and ensure partner satisfaction while aligning with company goals. Responsibilities The Account Manager's daily duties are evaluated across the following dimensions: • Client Relationship Management: You must establish and maintain long-term client relationships based on trust and serve as the main point of contact and trusted advisor for partners. This involves providing regular client updates, building strong interpersonal relationships, and proactively engaging with clients to understand their needs and ensure satisfaction, making first personal contact within 1–2 weeks of portfolio allocation. Plan and execute quarterly business reviews (BR) for top accounts and groups. • Account Retention and Growth: You are responsible for retaining clients and growing account value through effective relationship management. You must identify and pursue upselling and cross-selling opportunities within existing accounts and develop and present partner-specific business reviews to maximize results for all stakeholders. Apply the 80/20 rule to prioritize top partners (e.g., Top 50, flagship accounts) and achieve quarterly contract targets. Contact top partners 5 times per quarter and run detailed BRs with benchmarks. • Client Issue Resolution: This involves the ability to address and resolve client issues promptly and effectively, while also balancing client satisfaction with company policies and objectives. Respond to partner requests the same day or confirm receipt if no solution yet. Resolve issues promptly using correct processes and training materials. Keep partners updated and follow up with relevant departments proactively. • Analytical and Problem-Solving Skills: You will be required to analyze client data to identify growth opportunities and provide thoughtful recommendations to clients based on their needs and market trends. Review BI reports weekly and analyze partner performance KPIs. Provide actionable recommendations based on data and market trends. Participate in gap-closing plans and strategic portfolio analysis. • Organizational Skills and Attention to Detail: The role requires you to manage multiple client accounts with structured weekly and daily plans, with strong organizational skills and pay close attention to detail in client communications and contract terms. Use Salesforce tasks and tools for prioritization and ensure 100% training completion. • Cross-Functional Collaboration Collaborate effectively with Marketing, Ops, Finance, and Product teams. Share feedback and participate in at least one cross-department project per year . • Market Insight and Innovation Monitor industry trends and competitor activities. Attend fairs/events when possible and propose innovative partnership formats. Requirements Required skills and characteristics, which support the dimensions above, include: · Proven experience in account management or B2B sales, preferably in hospitality, travel, or leisure. · Strong relationship-building and communication skills, comfortable engaging with senior stakeholders. · Ability to conduct quarterly business reviews and provide data-driven insights. · Analytical mindset with proficiency in BI tools and Salesforce. · Strong organizational skills to manage multiple accounts and priorities. · Ability to resolve issues promptly and balance client satisfaction with company objectives. · Creative and commercially minded, capable of identifying growth opportunities. · Knowledge of industry trends and competitor activities. · Positive, proactive, and collaborative team player with adaptability and resilience. What we offer Opportunity to join an international and growing experience company permanent contract/full time salary range: 28,5k/30k gross annual salary (RAL) depending on experience and skills Annual variabel bonus: 20% of gross annual salary CCNL applied: Terziario Distribuzione e Servizi (ex Commercio) - 3° livello ticket restuarant 8€ per working day remowe working policy: 2 days per week Welfare program Employee discount on Smartbox products and corporate benefits platform Work x life pack and wellbeing initiatives