Senior Key Account Manager

The Senior Key Account Manager is a senior-level commercial role responsible for driving growth, strengthening strategic customer partnerships, and supporting the execution of the company’s key account strategy across the professional hair extension business.

Reporting to the Director of Key Accounts, this role will help manage and support a diverse portfolio of customers across regional distribution, specialty retail, national distribution, and international markets, including Canada and LATAM.

In addition to direct account responsibilities, the Senior Key Account Manager will serve as a senior resource to the broader Key Account team, partnering with and supporting other Key Account Managers on account strategy, customer planning, business reviews, forecasting, problem-solving, and execution. The ideal candidate combines strong commercial acumen with a collaborative, hands-on approach and has experience navigating complex customer organizations and multiple channels of distribution.

Key Responsibilities

Strategic Account Management & Growth

• Develop and execute strategic account plans designed to achieve annual revenue, profitability, distribution, and growth objectives.
• Manage relationships across a diverse customer portfolio, including regional distributors, specialty retailers, national distributors, and international partners.
• Build strong, trusted relationships with key customer stakeholders, including senior leadership, purchasing, merchandising, sales, marketing, and education teams.
• Identify opportunities to expand distribution, increase product penetration, improve productivity, and grow the hair extension category within assigned accounts.
• Lead annual and quarterly business planning, including customer-specific sales goals, promotional plans, product initiatives, education opportunities, and growth strategies.
• Conduct regular business reviews with customers, using sales performance, inventory, market trends, and other relevant data to develop actionable recommendations.
• Partner with the Director of Key Accounts on strategic initiatives and high-priority customer opportunities.

Senior-Level Key Account Team Support

• Serve as a senior resource and strategic partner to other Key Account Managers, helping strengthen account planning and execution across the team.
• Provide guidance on complex customer situations, business reviews, negotiations, forecasting, and growth opportunities.
• Share best practices and help establish consistent standards for account planning, customer communication, reporting, and follow-through.
• Support onboarding and development of Key Account team members as appropriate.
• Help identify cross-account opportunities and ensure broader company strategies are translated effectively across customers and channels.
• Act as a collaborative senior team member while maintaining clear ownership and accountability for assigned business.

Forecasting, Budgeting & Business Management

• Own account-level forecasting and provide timely, accurate visibility into sales performance, opportunities, risks, and customer needs.
• Monitor performance against revenue, budget, and key account objectives and develop corrective action plans when necessary.
• Partner with Finance, Operations, Demand Planning, Marketing, and leadership to support accurate forecasting and inventory planning.
• Manage customer investments and account spending responsibly, ensuring activities align with approved budgets and deliver measurable business value.
• Maintain strong understanding of account profitability, promotional investments, pricing, and overall commercial performance.

Cross-Functional Leadership

• Serve as a key liaison between customers and internal teams, including Marketing, Education, Operations, Supply Chain, Finance, Customer Service, and Sales.
• Partner with Marketing and Education to develop programs that strengthen customer engagement, stylist adoption, product knowledge, and sell-through.
• Work closely with Operations and Supply Chain to communicate forecasts, inventory requirements, launches, and customer priorities.
• Represent the voice of the customer internally while balancing customer needs with company strategy, profitability, and operational capabilities.
• Ensure strong communication, organization, and follow-through across customer