Mlungisi David Twala
Senior Key Accounts Manager
VANDERBIJLPARK
Summary
Adept at driving revenue growth and fostering long-term partnerships, I leveraged upselling strategies and data-driven decision-making at Massmart Wholesale to significantly enhance key account satisfaction. My ability to manage cross-functional teams and build strong client rapport resulted in a notable increase in client loyalty and business expansion, showcasing my blend of strategic and interpersonal skills.
Overview
7
7
years of professional experience
Work History
Senior Key Accounts Manager
Massmart Wholesale
Sunninghill
04.2024 - Current
- Initiated regular progress reports on key accounts status internally highlighting achievements as well as areas requiring attention or resources adjustments.
- Identified upselling and cross-selling opportunities within existing accounts, driving additional revenue generation.
- Developed tailored solutions for each key account to address their specific needs, fostering long-term partnerships.
- Established clear objectives for each key account, aligning them with overall business goals for mutual success outcomes.
- Leveraged strong interpersonal skills to build rapport with clients'' senior leadership teams, fostering trust in our company as a valued partner.
- Optimized resource allocation across multiple projects by prioritizing tasks based on urgency and potential impact on client satisfaction levels.
- Collaborated closely with cross-functional teams to ensure timely and accurate delivery of products or services to key accounts.
- Implemented best practices in account management, streamlining processes for improved efficiency and productivity.
- Maintained comprehensive knowledge of industry trends and competitor activity to inform strategic decision-making processes.
- Strengthened relationships with key clients by conducting regular account reviews and addressing concerns proactively.
- Championed improvements in product offerings based on feedback from key accounts, leading to increased client satisfaction and loyalty.
- Expanded the company''s client base by identifying and securing new business opportunities in targeted industries.
- Analyzed sales metrics and trends to identify areas for improvement, leading to increased revenue growth for the organization.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Developed and delivered presentations to key customers to position products and services.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed purchasing, sales, marketing and customer account operations efficiently.
General Sales Manager
Makro Strubensvalley
08.2022 - 03.2024
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Cultivated a positive work environment that motivated staff members to exceed individual and team goals regularly.
- Enhanced customer satisfaction by delivering personalized service and addressing concerns in a timely manner.
- Increased sales revenue by implementing strategic marketing campaigns and fostering strong customer relationships.
- Managed the Fulfillment Function to ensure B2C and B2B eCommerce on-time and in-full delivery of customer orders
- Managed the Marketing department for the store and ensured the corporate image is maintained and strategic marketing plans are developed and executed to support the sales function.
- Managed the Customer Service department and professionally handled customer complaints and continuously measured customer experience and touchpoints throughout the store.
Food Manager
Makro Vaal
10.2021 - 08.2022
- Head of the Food division at Makro Vaal
- Responsible for over R750 million annual turnover
- Managed a team of over 50 employees
- Achieved consistent Food Safety Inspection scores by maintaining a clean, organized, and compliant working environment.
- Managed shrinkage and losses and achieved an annual percentage of 0.25% shrinkage to sales.
- Reviewed pricing and ordered food ingredients, kitchen appliances, and supplies.
- Developed a culture of continuous learning among the staff by providing opportunities for skill development and knowledge sharing in the food industry.
- Set schedules for 50 staff by planning and designating shifts and hours.
- Orchestrated positive customer experiences by overseeing every area of floor operations including butchery, fruit & vegetables, fresh and general commodities and non-edibles like toiletries.
General Sales Manager
Makro Woodmead
04.2019 - 07.2022
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Cultivated a positive work environment that motivated staff members to exceed individual and team goals regularly.
- Enhanced customer satisfaction by delivering personalized service and addressing concerns in a timely manner.
- Increased sales revenue by implementing strategic marketing campaigns and fostering strong customer relationships.
- Managed the Fulfillment Function to ensure B2C and B2B eCommerce on-time and in-full delivery of customer orders
- Managed the Marketing department for the store and ensured the corporate image is maintained and strategic marketing plans are developed and executed to support the sales function.
- Managed the Customer Service department and professionally handled customer complaints and continuously measured customer experience and touchpoints throughout the store.
General Sales Manager
Makro Vaal
08.2017 - 08.2019
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Cultivated a positive work environment that motivated staff members to exceed individual and team goals regularly.
- Enhanced customer satisfaction by delivering personalized service and addressing concerns in a timely manner.
- Increased sales revenue by implementing strategic marketing campaigns and fostering strong customer relationships.
- Managed the Fulfillment Function to ensure B2C and B2B eCommerce on-time and in-full delivery of customer orders
- Managed the Marketing department for the store and ensured the corporate image is maintained and strategic marketing plans are developed and executed to support the sales function.
- Managed the Customer Service department and professionally handled customer complaints and continuously measured customer experience and touchpoints throughout the store.
Education
Advanced Diploma - General Management
Gordon Institute of Business Science (GIBS)
26 Melville Rd, Illovo, Johannesburg, 2196 04.2001 -
BCOM - General Management & Information Systems
University of South Africa (UNISA)
Muckleneuk Ridge Pretoria 04.2001 -
Advanced Diploma - Computer And Information Systems
CTI Education Group
Vanderbijlpark 04.2001 -
Skills
Upselling strategies
Client onboarding
Data-driven decision-making
High-impact proposal presentation
Vendor Management
Cross-functional team management
Relationship selling
Account development
Customer rapport
Account strategy
Sales negotiations
Account performance analysis
References
Andrietta van Veijeren - Commercial Executive (Massmart) - 072 235 5768
Tammy Moodley – Regional Commercial Manager - 071 609 7345
Mzi Sikhosana – Operations Executive (Massmart) – 073 817 3553
Timeline
Senior Key Accounts Manager
Massmart Wholesale
04.2024 - Current
General Sales Manager
Makro Strubensvalley
08.2022 - 03.2024
Food Manager
Makro Vaal
10.2021 - 08.2022
General Sales Manager
Makro Woodmead
04.2019 - 07.2022
General Sales Manager
Makro Vaal
08.2017 - 08.2019
Advanced Diploma - General Management
Gordon Institute of Business Science (GIBS)
04.2001 -
BCOM - General Management & Information Systems
University of South Africa (UNISA)
04.2001 -
Advanced Diploma - Computer And Information Systems
CTI Education Group
04.2001 -
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