Field-Based Account Manager – B2C

Job Title

Field-Based Account Manager – B2C

Reports To

Business Information Analyst

Department

Retail

Duty Station

Head Office with extensive field mobility

Job Summary

The Field-Based Account Manager – B2C is responsible for driving business growth within the reseller and independent customer segment through customer acquisition, market expansion, account development, and proactive relationship management. The role focuses on onboarding new customers, reactivating dormant accounts, strengthening reseller networks, executing approved pricing strategies, gathering market intelligence, and ensuring compliance with commercial, credit, and HSSE standards. The incumbent plays a key role in increasing market penetration, improving customer loyalty, and delivering sustainable revenue and volume growth.

Key Deliverables

Grow the B2C business by identifying, onboarding, and developing new reseller and independent customer accounts across targeted territories.
Expand reseller network coverage through structured market mapping, territory analysis, and implementation of market-entry strategies.
Conduct regular market surveys and competitor reviews to gather insights on pricing trends, product positioning, customer behaviour, and market opportunities.
Build and maintain strong customer relationships through regular engagements, account reviews, and proactive resolution of customer concerns.
Process customer sales orders and execute pricing activities accurately in line with approved pricing strategies and commercial controls.
Monitor customer credit compliance, support timely credit limit reinstatements, and escalate potential credit risks to minimize business exposure.
Develop and maintain a strong SPANCOP pipeline by identifying opportunities, tracking prospects, and driving conversion of opportunities into active accounts.
Support sales forecasting activities by providing accurate market intelligence, demand insights, and pipeline updates.
Reactivate dormant and low-performing customer accounts through structured engagement and targeted recovery initiatives.
Collaborate with Marketing and Supply teams to support reseller activations, demand-generation activities, and product availability.
Maintain accurate customer records, CRM updates, sales reports, and performance tracking tools.
Ensure all field activities comply with HSSE requirements, company policies, and ethical business practices.

Expected Outcomes

Increased onboarding of new reseller accounts and improved market penetration across target territories.
Sustainable growth in B2C revenue, sales volumes, and reseller contribution.
Improved customer retention, loyalty, and share-of-wallet growth.
Stronger reseller channel performance with consistent commercial growth.
Increased activation and contribution from dormant customers.
Improved credit discipline with reduced overdue exposure and effective management of credit risks.
Accurate and timely sales forecasts aligned with market demand.
Enhanced visibility of market trends, competitor activities, and business opportunities.
Full compliance with commercial controls, HSSE requirements, and company procedures.

Qualifications

Minimum Requirements

Bachelor’s Degree in Business Administration, Marketing, Sales, Commerce, or a related commercial discipline.
Professional sales training or certification in consultative selling, distributor management, negotiation, or related areas is an added advantage.

Experience

Minimum of five (5) years’ experience in sales, preferably within FMCG, B2C distribution, retail, or reseller/channel management environments.
Experience managing independent reseller networks, territory-based sales operations, or field sales activities.
Experience in customer acquisition, account management, market development, and achieving commercial targets.
Experience using CRM systems for pipeline management and customer lifecycle tracking is an added advantage.

Knowledge & Technical Competencies

B2C sales and channel management.
Customer acquisition and relationship management.
Territory expansion and market penetration strategies.
Sales planning, forecasting, and pipeline management.
Commercial negotiation and customer value proposition development.
Market intelligence gathering and competitor analysis.
Credit management and customer risk monitoring.
CRM systems such as C4C or similar platforms.
Sales reporting and performance tracking.
Understanding of HSSE standards and compliance requirements.

Working Environment

Highly field-based role requiring frequent travel to reseller outlets, customer locations, and regional territories.
Requires regular engagement with customers, resellers, sales teams, Marketing, Supply, and other internal stakeholders.
Operates in competitive and dynamic market environments requiring strong commercial awareness and adaptability.
Requires strict adherence to HSSE requirements during field activities and customer engagements.
Demands independence, mobility, resilience, and the ability to manage multiple customer relationships while delivering business objectives.

Performance Metrics

Number of new customer accounts successfully onboarded.
Growth in reseller sales volumes, revenue, and market share contribution.
Customer retention and dormant account reactivation rates.
Credit compliance levels and reduction of overdue customer exposure.
Accuracy and timeliness of sales reporting, forecasting, and SPANCOP pipeline updates.
Territory coverage effectiveness and market expansion achievements.
Customer satisfaction, engagement quality, and relationship strength.
Compliance with HSSE standards, commercial controls, and company policies