Senior Key Account Manager (Distributors & B2B)

About us

At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalisation, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional.

About the role

As our Senior Key Account Manager, you will lead the customer service relationship with our distributor partners, ensuring they deliver exceptional experiences for Dyson owners around the world. You’ll drive best‑practice sharing, training, and process improvements that fuel growth, reduce customer effort, and create consistency across markets.

You will work closely with market stakeholders to identify and engage key customer service contacts, building strong partnerships that elevate our global owner experience.

Key responsibilities include:

Strategic Alignment

• Ensure distributor partners uphold Dyson’s customer experience principles and brand values.
• Align distributor capabilities with global and functional business priorities.
• Identify market and geographic trends to drive shared learning and continuous improvement.

Performance Management

• Define and monitor global KPIs and SLAs (including CSAT, FCR, AHT, and NPS).
• Run regular performance reviews and maintain scorecards.
• Lead and support continuous improvement initiatives across distributor operations.

Relationship & Communication

• Act as the primary liaison between Dyson teams and distributor partners.
• Collaborate with market stakeholders to engage key customer service contacts.
• Foster strong partnerships that enable innovation, responsiveness, and shared accountability.
• Manage escalation processes to ensure timely and effective issue resolution.

Enablement & Support

• Share tools, training, and documentation that strengthen distributor capability.
• Ensure distributors have access to the latest resources and guidance to reduce customer effort and enhance satisfaction.

About you

• You have hands-on experience managing global partners or distributors—especially in customer service or consumer-facing roles.
• You understand what drives customer experience and operational performance, and know how to measure both.
• You lead by influence, thriving in complex, matrixed organisations.
• You’re adept at overseeing contracts, tracking performance, and driving continuous improvement.
• Your communication and stakeholder management skills connect teams and regions, bringing people together.
• You confidently navigate complex operations and push for strategic alignment.

Reward

At Dyson, Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial, Lifestyle, and Health Benefits, we provide support tailored to every stage of life and the moments that matter most.

Working policy

At Dyson, our vibrant campus culture is built on in-person collaboration, creativity, and shared learning. Working side by side not only fuels our innovation but also creates a strong sense of belonging. To nurture this dynamic and inclusive environment, we do not offer a regular hybrid working arrangement.

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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.