Key Accounts Operations Manager

Position: Key Accounts Operations Manager Department: Operations Location: Vancouver, BC. Status: Permanent, Full-time. At least two days in the Vancouver Office. Salary: $70-$80K Start: ASAP Date Posted: October 27, 2026 POSITION OVERVIEW The Key Account Operations Manager is responsible for the operational execution of Danica Brands’ Key Account business. This role ensures customer-specific ordering, EDI, portal, VAS, routing, labelling, compliance and shipment requirements are completed accurately and on time. The position leads Key Account support resources, including any hybrid employee whose primary assignment is Key Account Operations, and works closely with Sales, Order Management, Finance, ERP and EDI support teams and Danica’s third-party logistics provider. The role also owns Key Account scorecards, preventable chargeback reduction, customer onboarding and corrective-action follow-through. KEY FUNCTIONS & RESPONSIBILITIES Key Account Operational Leadership Own end-to-end Key Account operational execution and prioritise time-sensitive customer activity. Coordinate launches, promotions, seasonal programmes, custom requirements and complex customer initiatives. Resolve complex order, allocation, pricing, shortage and invoicing issues with Order Management. Customer Compliance & Chargeback Prevention Maintain routing guides, portal, EDI, VAS, labelling and shipping requirements in clear internal procedures. Reduce preventable chargebacks through root-cause analysis, corrective actions and follow-through. Maintain compliance and chargeback scorecards and report recurring risks and financial exposure. Team Leadership & Resource Management Lead and develop Key Account support employees; set priorities, performance expectations and coverage. Manage the hybrid resource with Key Accounts as the primary assignment and defined Order Management backup conditions. Build cross-training, account backup coverage and succession for critical customer responsibilities. Cross-Functional, Systems & Customer Readiness Act as primary Operations contact for Key Account Sales and coordinate with the warehouse, Finance, EDI and ERP support. Represent Key Account requirements in ERP, EDI, automation and process changes. Develop customer onboarding checklists and ensure new requirements are communicated to impacted teams. Performance & Continuous Improvement Track order timeliness, compliance, chargebacks, backlog and aged issues and establish action plans where needed. Identify operational risk, cost or manual complexity and recommend process, system or training improvements. Escalate material customer, warehouse, system or capacity risks to the Senior Operations Manager. THE EXPERIENCE OF A STRONG CANDIDATE Experience in Key Account Operations, customer operations, order management, supply chain or a related function. Demonstrated experience leading employees or coordinating a team’s workload and priorities. Strong knowledge of customer portals, routing guides, EDI, VAS, labelling and retail-compliance requirements. Experience supporting major retail, wholesale or other complex customer accounts. Familiarity with Sage X3, Salesforce and SPS Commerce or comparable ERP, CRM and EDI platforms is an asset. Strong analytical skills with the ability to investigate chargebacks, identify root causes and develop solutions. Excellent organisational, written and verbal communication skills with a high level of attention to detail. Experience working with a third-party warehouse or logistics provider is an asset. WHAT DANICA OFFERS Competitive salary with generous vacation & wellness day policies, product discounts, bonus Danica days during the holiday season, and a discretionary profit-sharing bonus Socially responsible by giving back to the community Modern & casual open concept office located in the heart of Vancouver Extended health benefits Dog friendly office Generous internal referral bonus Growth & development opportunities Fun …

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