MISSION: Develop the relationship with customers in order to generate demand, grow customer sell out business, Share of Account, profitability and Dealer Advocacy through sustainable satisfaction.

KEY EXPECTED ACHIEVEMENTS

Account Management

• Secure profitable recurrent business with existing customers, identify new areas of growth (geographical; channels; accounts; new products & services) and convert prospects into recurring business.
• Territory Analysis:

o An account manager should be able to identify where >80% of the tire market of his/her

territory are sold
o An account manager should also be able to identify the accounts most profitable for the

Group and prioritise them is his/her portfolio
o A SWOT Territory analysis with key actions is done, and it is validated by the Regional

Sales Manager. Minimum frequency is 1 per year.

• Select the relevant Priority customers (around 80) according to the country orientation.
• Dealer selection is consistent with Distribution Country Strategy and contains Direct and Indirectcustomers.
• The overall potential of the direct Dealers is consistent (-/+ 10%) with the territory sales target.
• For each Priority customer, a customer plan is updated (Information Background, Goals, Keyactivities planned)
• For Multi-sites companies,

o “Child accounts”: Account Manager will take into account the guidelines of KAM / AM in charge of the Parent account to select or not the sites as priority and to define the visit activities.

o “Parent accounts”: Account Manager in charge of Parent will ensure
▪ The consistency between the reality and SFA accounts hierarchy / data.
▪ The communication / activity guidelines to Account Manager(s) in charge of Child accounts.

• Data gathering and sharing:
o All Key SFA Customer information is up to date:

▪ Contact Customer – Power Map ▪ Potential – SOA
▪ Dealer Segmentation

o All useful Market information is shared with relevant stakeholders (Marketing, Sales Manager, AM/KAM).

Product, Service & Industry Knowledge

• Pitches own organisation against competition in generic terms.
• Identifies related industries that may have an impact on own industry
• Matches product knowledge to the implicit needs of the customer.
• Troubleshoots product related problems.
  

  Negotiating

• Reaches mutually acceptable solutions in straightforward, formal negotiations with internal or external stakeholders (e.g., negotiates with external contractors on straightforward service delivery; negotiates with other departments on cost sharing).
• Selects an approach to negotiation based on an understanding of each party’s interests and priorities.

Time – Territory Management

• All priority customers are visited (physically or remotely) at least every 90 days.
• Number of Customer visits expected / year = around 700.

o Split approx. 80% priority customers / 20% non-priority (prospection & hunting). • Account Manager is empowered to organise his/her agenda / customer visits in order to:

o Secure profitable recurrent business with existing customers
o Develop business with hunting customer
o Optimise cost to serve customers (incl. own time and visit efficiency)
o Maintain customer satisfaction at highest level (incl. customer request management)

Selling Process

• The goal of the Account Manager with his/her customer should be to develop the sales of the tires/services of the customer and to grow the share our account.
• Monitor on daily basis the direct sales in order to achieve (and over) the sales target.
• Follow the CIPAC visit method for each customer visit / contact. (including preparation and debriefing phase)
• The following tools / methods are regularly used during the visits:

o Sales enablement / Tyre-Value (at least 15 sharing documents with customer / Month). o Product screen for Dealer sell-in analysis (around 10 times / Month).
o Product / service one on one training session with Dealer (around 30% of Dealer visits).

• After each customer contact:
o SFA information are updated.
o Relevant Market information are shared with relevant people (Marketing, Sales Manager,

AM/KAM, CSR, CES).
o Liaise with relevant dealer / WS after indirect customer visit.

• The Account Manager is accountable for the credit collection from his/her customer portfolio. Monitor the sales according to the credit policy and customer financial background. Liaise with local credit manager on any issues or support needed regarding credit (credit limit, payment due date and overdues).

Customer Value Management

• Proactively address customer needs and requests, contributes to his customers’ long-term success.
• All customer requests (products warranties & services requests) are captured through SFA / CRM tool. The closing time (days between opening and closing the request) should be:

o For Product warranties < 14 working days.

o For Service requests < 3 working days

• Dealer Margin simulations are performed as per country orientation.
• Pricing collection (Sell Out price observation) are done following the country guidelines (Monthly and Brand size orientation).

  Opportunity Management

• Territory Develops sales action plans for targeting leads, converting them into sales.
• Manages own territory by allocating time and resources.
• Develops and maintains mid-term territory plans.
• Gathers and disseminates competitor market intelligence.
• Maintains and updates customer target list.
• Participates in strategic lead generation and development of target markets.
• Identifies new, profitable business potential in specific markets.
• Monitors partnership arrangements to ensure that the objectives of the partnership remain ontarget.
• Influences various partnerships to meet multiple goals.
• Analyses complex information, identifies patterns and implications; understands that the rootcause of an issue may initially appear to be unrelated to the issue.
• The pipeline of opportunities is reviewed and updated on a daily basis.