Manager, BTB Key Accounts

THE COMPANY FUNKO OVERVIEWFounded in Everett (US), Funko is the global purveyor of pop culture consumer products, most well-known for its collectible Pop! Vinyl figures. With over 1,000 licenses, Funko has the largest portfolio of categories and items in the pop culture business. Funko’s inimitable designs span: vinyl figures, apparel, plush toys, board and card games, keychains and more. Funko also owns brands including the innovative Snapsies™ toy, the Japanese inspired Paka Paka, Wetmore Forest and more. With a world-renowned in-house production and creative team, the Funko brand will only grow from here! MANAGER, BTB KEY ACCOUNTS ROLE PURPOSEThe Manager, BTB Key Accounts is responsible for managing the Key Account Coordinators Team (KAC) who handle Strategic Tier 1 customer portfolios and operational transactions in partnership with designated members of the sales team; including the processes and systems related to servicing specific retail accounts and support of sales staff. The role manages the delivery of administrative and operational assistance designed to ensure organizational goals and metrics are achieved and the companies top 60 accounts are given the appropriate service. This position will be to manage a team, enabling them to deliver against key KPIs as designated by the Snr Director of Sales Operations. WHAT YOU’LL DO:Improve Key customer account service and satisfaction levels amongst our Key strategic partnership accounts. Create process/best practices for the KAC team and other associated and inter-dependent departmentsPeople management responsibilities to include identification and fostering of individual team member growth plans through ongoing coaching. Provide team members with the appropriate training, tools, direction and motivation to enable their successInteracts with internal product development and logistics teams to ensure smooth execution of sales orders for Key customer accountsWorks directly with sales representatives and key retail partners to ensure sales and customer service objectives are metUnderstands and manages key account routing and labelling requirement, customer organizationCreate Ad-hoc reporting as requested by customers and SVP & RGM - EMEADetermines service requirements by maintaining contact with customers; understanding operational requirements; benchmarking best practices; analysing information and applicationsImproves quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changesEstablish customer escalation plans to ensure issues are effectively communicated and identify areas of system and/or training improvement is required  Develop measurable quarterly KPI’s for team members. Maintain a monthly review schedule with direct reports and department team leadsHold team responsibility for achieving quarterly goals and KPI’sAuthorising holiday and arranging sickness cover for KAC team membersWorking with intercompany departments to ensure sales team have access to all detail to complete their tasksAssisting the team with any complex order book management issues, whether Domestic or FOB. Assisting in projects assigned by the SMT or the Snr Director Sales Operations. WHAT YOU’LL BRING: Extensive experience in Key sales support or administration for highly complex and/or top customers, preferably in the consumer products industryPrevious experience in a direct manager or Lead role in a sales administration capacityPolished professional that has a quick response time and a sense of urgencyHas excellent interpersonal, written, and verbal communication skills - EnglishHas demonstrated the ability to manage several important priorities at onceClose attention to detailAnalytical mind with a good understanding of numbersAbility to work on own initiative and think outside the boxStrong administration experience and organisational skillsAbility to identify business issues, formulate plans to resolve these issues, and effectively communicate the results to managementExcellent Microsoft Office skills (Word, Excel & PowerPoint) & with Power BIExperience working with an ERP system (D365 is current system, moving to Oracle in 2022)Demonstrated client services focusWHY JOINThis is a fantastic opportunity within a rapidly expanding business, which is on track for phenomenal growthThe opportunity to help grow something from a relatively small base within a highly buoyant marketplaceExcellent promotional opportunities as the business growsOutstanding culture, which is fun, dynamic, and constantly evolvingWHAT FUNKO OFFERSFunko offers competitive salaries, and our benefits include 25 days annual leave per year (pro rata), pension, discretionary company bonus and a wide variety of discounts (shopping, food & drink, entertainment and health & fitness) through Perkbox. Funko is an equal opportunity employer. We know that every superhero has a unique origin story, and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.