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. #LI-JM1 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. At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds. Dyson employs 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education. Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world. The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas.