Key Account Manager – Retail Development

Job Description

Job Purpose

To lead the expansion and success of our retail kiosk network, build the MAISA consumer engagement platform, and enhance customer satisfaction through structured team training and service excellence. This role combines retail expansion, operations leadership, and brand-building via smart, customer-first activations.

Key Responsibilities

Retail Kiosk Expansion & Operations

• Lead planning and execution of new kiosk openings across strategic high-traffic areas (malls, campuses, etc.).

• Oversee kiosk setup, staffing, POS configuration, and visual merchandising standards.

• Drive retail sales growth by maximizing sales per square meter and outlet-level ROI.

MAISA Club & Platform Integration

• Support roll-out of MAISA Club (consumer engagement & rewards program) across all kiosks.

• Implement gamification campaigns, QR-based signups, and digital engagement tools.

• Collaborate with business intelligence and marketing teams to ensure seamless MAISA customer journey.

Team Training & Customer Experience

• Design and implement training programs for kiosk staff focused on sales skills, product knowledge, and MAISA onboarding.

• Establish service standards and SOPs to ensure consistent, friendly, and informative consumer experience.

• Regularly evaluate and coach kiosk supervisors and front-line staff to uphold quality service.

Retailer Account Management

• Build and manage key accounts with retail partners (e.g. leasing agents, and MT sales team).

• Develop tailored activation plans and co-marketing strategies to grow footprint and visibility.

• Track performance of partner kiosks and recommend promotional or placement improvements.

Sales, Forecasting & Inventory

• Manage sales targets and deliver channel performance metrics (revenue, conversion, returns).

• Collaborate with supply chain team to forecast kiosk-level demand and optimize restocking.

• Monitor sales velocity, customer feedback, and inventory turnover for continuous improvements.

Cross-Functional Coordination

• Align closely with Brand, Marketing, Supply Chain, and HR teams to execute launches and campaigns.

• Support MAISA first product launching e.g. ice cream introduction through new SKUs, menus, displays, and training.

• Coordinate with Digital for omnichannel consistency across e-commerce and kiosks.

Job Requirement

• Bachelor’s degree in Business, Marketing, Retail Management, or related fields.

• 3–5 years’ experience in kiosk/channel management, preferably in FMCG or retail.

• Experience in customer service training, team supervision, or retail ops strongly preferred.

• Demonstrated ability to manage accounts, optimize performance, and drive growth.

• Excellent communication, training, and organizational skills.

• Fluency in both Vietnamese and English is required.