Omnichannel key account manager

About Us :

Paula’s Choice, a global skincare leader founded in 1995, empowers individuals to define beauty on their own terms through science-backed products. Our mission comes to life through four core values that guide our actions, decisions, and impact :

Build Trust : We set the standard for skincare, transparency, and shared knowledge.

Be Bold : We lead through innovation and by challenging the status quo.

Act with Kindness : We operate with respect and care—for our customers, colleagues, and the planet.

Create Community : We believe in the power of connection—whether educating customers, supporting each other, or giving back, we grow stronger together.

About the Region :

Our Southeast Asian headquarters is located in Singapore, and currently manages Singapore, Malaysia, Indonesia, Thailand, Philippines and India. Our channels include not only our own DTC platform, but also marketplaces such as Lazada, Shopee, Amazon, Zalora as well as an offline presence in Unity Pharmacies and Sephora Stores.

About Our Culture :

We’re a rapidly growing entrepreneurial team that thrives on change, prioritizing a culture of feedback and inclusivity. Our culture encourages continuous learning and is fueled by connection, curiosity, and cross-functional collaboration.

Paula’s Choice is also committed to diversity! Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. We hope you agree. If you share our values and our enthusiasm for empowering people to achieve their own definition of beautiful, Paula’s Choice could be a wonderful fit for you.

Omnichannel Key Account Manager

About the Role

This role is essential for building and maintaining strong, strategic relationships with our key retail partners to drive profitable sales growth and ensure a premium, consistent brand experience across all customer touchpoints.

The Omnichannel Key Account Manager will be the central figure for managing our most critical accounts, especially concerning brand expansion and presence across both online (DTC & Marketplaces) and offline (multi-brand beauty retailers).

The incumbent will be responsible for deep-diving into day-to-day chain discussions and operations, ensuring the brand has prime visibility and effective merchandising on all online platforms, and securing best-in-class product imagery and presentation in offline stores, all aligned with global and local strategies. This position requires a strategic thinker, a skilled negotiator, and a collaborator who can seamlessly execute across digital and physical retail landscapes.

Key Responsibilities

1. Strategic Account Leadership & Commercial Growth

Key Account Strategy & Planning : Develop and execute comprehensive annual and quarterly joint business plans (JBPs) for key accounts to drive business.

Relationship Management : Build and maintain strong, trusted, and long-term relationships with key stakeholders and decision-makers at all levels within the assigned retail partners.

Forecasting & Performance : Own and manage reliable sales forecasts (Sell-In and Sell-Out), conducting regular performance and planning reviews with channel partners and internal teams.

2. Omnichannel Brand Execution & Visibility

Online Excellence (DTC, Marketplaces) :

Oversee the day-to-day operations and execution of brand stores / pages on key platforms, ensuring prime brand visibility and effective digital merchandising.

Work with marketplace and DTC teams to ensure product listings, pricing, and campaign messaging are consistent, accurate, and optimized for maximum conversion and timely execution across all online platforms.

Coordinate with the Operations team to ensure seamless order fulfilment, inventory health, and adherence to platform SLAs (Service Level Agreements).

Offline Excellence :

Ensure the implementation of best-in-class in-store merchandising and visual displays (planograms) that enhance brand visibility and reflect global benchmarks and marketing plans.

Collaborate with Vendors and agencies to appropriate merchandising and ensuring retail staff are trained, knowledgeable, and confident in selling products, driving the best possible brand imagery and customer experience.

3. Cross-Functional Collaboration & Insights

Internal Alignment : Serve as the key link of communication between key customers and all internal departments (Marketing, Supply Chain, Operations, Finance, IT) to ensure a seamless execution of all activities and campaigns.

Performance Monitoring & Insights : Utilize data and analytics to deeply understand customer interactions, identify market trends, and uncover opportunities for growth and optimization across channels.

Advocacy & Problem Solving : Act as the internal champion for the customer's needs, resolving any issues or challenges they may face promptly and professionally to reinforce trust and loyalty.

Liaison with SEA for co-ordination on best practices : Co-ordinate with SEA team to share best practices from local markets and use learnings from the regional team for any local campaign. Identify and share successful campaign mechanics, operational efficiencies, and merchandising innovations

Competition mapping : Conduct regular competitive analyses by tracking activations, pricing / promotion and new product launches of competitors across both key online and offline retail channels.

Qualifications and Experience

Minimum 5+ years of progressive experience in Key Account Management, Sales, or Channel Management, with a proven focus on both e-commerce / digital and offline retail.

Industry Knowledge : Prior experience managing key accounts in the Beauty, Cosmetics, or FMCG sector is highly preferred, with a strong understanding of the fast-paced retail landscape.

Omnichannel Expertise : Demonstrated success in developing and executing strategies that connect online (Marketplaces, DTC) and offline channels for a unified customer journey.

Commercial Skills : Expert-level negotiation and selling skills, proven track record of managing P&L, achieving ambitious growth targets, and managing budgets.

Analytical Ability : Strong analytical skills with the ability to interpret complex sales data, market trends, and financial metrics to drive actionable insights.

Preferred Education : Bachelor's degree in Business, Marketing, or a related field; a Master's degree is a plus.

The Ideal Candidate is :

A strategic yet hands-on individual, comfortable setting the vision and diving into the operational detail to ensure execution quality.

A strong collaborator who can align cross-functional teams and external partners toward a common goal.

Commercially astute with a deep understanding of P&L and financial drivers.

Resilient and solutions-oriented, enjoying challenges and relentlessly pursuing progress and goal achievement.

Passionate about beauty / skincare and the end-to-end customer experience