Wayne Riches
Mulgrave
Summary
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
36
36
years of professional experience
Work History
Samsung Account Manager
Samsung CE VIC Division – Cheil Aust.
03.2025 - 07.2025
- Responsible for the delivery of the Samsung CE sell-out and sell-in target achievement in designated region areas with key retail partners.
- Responsible for completing quarterly Business Plans with all retailers within designated territory (which included Harvey Norman store Franchisees, The Good Guys, JB Hi-Fi store SEM’s and other nominated retail partner channels).
- Ensure high levels of customer service to stores through management and communication of inventory levels, credit claims, spare parts service, logistics, and returned goods procedures for Samsung products
- Achieved No.1 Sell Out Sales Territory in Vic/Tas Region.
- Managed client relationships to enhance customer satisfaction and loyalty.
- Developed strategic account plans to align with clients' business objectives.
- Analyzed market trends to identify new business opportunities and drive growth.
- Conducted regular performance reviews to ensure service excellence and compliance.
- Negotiated contracts and pricing agreements to maximize profitability for accounts.
- Trained and mentored junior team members on best practices in account management.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Improved overall team productivity by implementing best practices in organization and time management.
- Developed customized account plans for clients to help them achieve their business goals.
- Monitored market trends to advise clients on potential impacts to their business, positioning as trusted advisor.
- Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- Leveraged CRM tools to maintain accurate records of client interactions and transactions.
- Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
- Developed targeted presentations for key accounts, effectively communicating value proposition and securing commitments.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
- Enhanced team performance with regular training sessions on product knowledge and customer service excellence.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Contributed to team objectives in fast-paced environment.
- Achieved or exceeded company-defined sales quotas.
- Set and achieved company defined sales goals.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Presented professional image consistent with company's brand values.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Developed, maintained and utilized diverse client base.
- Attended monthly sales meetings and quarterly sales trainings.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Contributed to event marketing, sales and brand promotion.
- Consulted with businesses to supply accurate product and service information.
- Informed customers of promotions to increase sales productivity and volume.
- Built diverse and consistent sales portfolio.
Samsung Area Manager
Samsung CE VIC Division – Cheil Aust.
03.2021 - 03.2025
- Responsible for the delivery of the Samsung CE sell-out and sell-in target achievement in designated region areas with key retail partners.
- Lead the Sales Representatives within my area of responsibility, provide mentoring, coaching and utilize Sales Representatives to assist with achieving SEAU deliverables.
- Responsible for completing quarterly Business Plans with all retailers within designated territory (which included Harvey Norman store Franchisees, JB Hi-Fi store SEM’s and other nominated retail partner channels).
- Ensure high levels of customer service to stores through management and communication of inventory levels, credit claims, spare parts service, logistics, and returned goods procedures for Samsung products
- Achieved Samsung Certificate of Achievement 2021 Top Target AR (sellout)
Samsung Region Development Manager
Samsung CE VIC Division – Cheil Pty Ltd
01.2018 - 03.2021
- Responsible for the delivery of the Samsung CE sell-out and sell-in target achievement in designated region areas with key retail partners.
- Lead the Sales Associates within my area of responsibility, provide mentoring, coaching and utilize Sales Associates to assist with achieving SEAU deliverables.
- Responsible for completing quarterly Business Plans with all retailers within designated territory (which included Harvey Norman store Franchisees, JB Hi-Fi store SEM’s and other nominated retail partner channels).
- Ensure high levels of customer service to stores through management and communication of inventory levels, credit claims, spare parts service, logistics, and returned goods procedures for Samsung products
- Achieved Samsung Certificate of Achievement 2019 Top Target AR (sellout)
- Achieved Samsung Electronics Best of the Best Award November 2019 for Premium Product Sell Out
Samsung Senior Sales Associate / Samsung Brand Ambassador
Samsung CE VIC Division – Cheil Pty Ltd
10.2012 - 01.2018
- Responsible for the delivery of Samsung CE merchandising, Store Staff Sales Training, In Store Demonstrating, Store Sales Sell Out Targets in designated region areas with key retail partners.
- Work with Samsung Territory Manager to assist in achieving SEAU deliverables, and Business Plan objectives.
- Assisted in induction of new Sales Associates in mentoring, training and coaching to improve their instore skills.
- Achieved numerous strong relationships within key retail partner stores with management and key sales team members.
- Achieved Strong Sales results with targets continually achieved in key KPI categories for SEAU.
Online Sales Manager / Retail Store Manager
12.2007 - 10.2012
- Company website sales team development for online sales and maintenance.
- Company website marketing program development and implementation.
- EBay store development, online sales and maintenance.
- EBay store web marketing program development and implementation.
- Managed stock purchasing, inventory, and delivery logistics.
- Set online sales key performance targets for sales team and reported daily to company directors.
- Facilitated social media network development and maintenance.
- Retail Store Managed one of the company's branches in Victoria.
- Achievements -
- Established Grab it eBay Store which is one of the highest ranking and best performing Audio Visual sales stores on eBay Australia within a 12 month period of inception.
- Worked with key suppliers to achieve successful sales online sales separate to showroom sales environment transition for the business.
Victorian Sales & Installation Manager
Melbourne Installations Pty Ltd
01.2005 - 12.2007
- Facilitated sales, installation, and servicing of Home Automation and Consumer Electronics products to commercial and retail clients.
- 70% of works carried out under contracts with Harvey Norman, Clive Peeters, Schneider Electrics (Clipsal), and The Good Guys Stores.
- Project managed field installation technicians and contracted field installation technicians.
- Assisted in company marketing and administration.
- Developed and maintained company OHS requirements.
- Organized and facilitated staff training programs.
- Maintained and negotiated Union EBA Contracts & Workplace Standards.
Company Director & Installation Manager
Digital Interiors Australia
09.2001 - 01.2005
- Facilitated sales, installation, and servicing of Home Automation and Consumer electronics products to commercial and retail clients.
- Project managed field installation technicians and contracted field installation contract technicians.
- Assisted in company marketing and administration.
- Developed and maintained company EBA Union Agreements.
- Facilitated, designed and secured large scale project tenders.
- Organized and facilitated staff training programs.
Store Sales Manager
Total Home Entertainment
06.2000 - 09.2001
- Facilitated sales, installation, and servicing of Consumer Electronics products to commercial and retail customers.
- Project managed field installation staff and contractors.
- Managed store showroom, retail sales staff, and administration.
- Set and managed store key performance sales targets and reported to TGG Head Office daily.
- Facilitated sales campaigns and procured stock from leading suppliers.
- Developed and maintained store OHS requirements.
- Mentored and coached Sales Team Members to strive for sales growth.
Sales Executive
Sony Australia Limited
07.1989 - 06.2000
- CE Sales Executive to Myer, Harvey Norman, The Good Guys, David Jones, Duty Free Independents, Retravision Stores, Warehouse Sales Stores, and numerous specialist stores.
- Facilitated and performed Retailer and Staff Product training sessions at Sony Melbourne Office.
- Established and delivered Quarterly Business Plans with Retail Partners with Sales Targets Results always achieved.
- Regularly provided detailed sales and marketing reports to Head Office Sales / Marketing to improve ranging & retailer sales growth.
- Worked closely with Head Office Marketing Managers to expand business opportunities and improve product brand awareness.
- Managed and staffed Sony Trade Show stands both in Melbourne and Sydney.
Education
Responsible Service of Alcohol Certificate -
Clear To Work Pty Ltd
Australia09.2025
Manager People Effectively Certificate -
Swinburne University Technology
Melbourne, VIC07.2019
No Degree - Accountancy
Victorian University
01.1990
HSC Certificate - undefined
Heather hill High School
01.1989
Skills
- 35 Years Sales Team Experience in CE Industry
- Strong Ability to establish B2B Sales Relationships
- Held numerous Sales Team Management Roles
- 6 Years Project Installation experience
- 4 Year’s website, social media and online sales Team Management
- Held Retail Store Management Roles
- Strong Communication Skills & Problem Solving
- Account management
- Customer service
- Teamwork and collaboration
- Client relationship management
- Customer satisfaction
- Relationship building and management
- Sales development
- Team Training
- Documentation and reporting
- Customer relationship management (CRM)
- Strategic account planning
- CRM software
- Business development and planning
- Overcoming objections
- Cold calling skills
- Data analytics
- Brand management
- Employee mentoring
- Opportunities identification
- Product training
Accomplishments
- Training - Designed and executed one-month training program for company sales team, increasing employee productivity and product knowledge.
- MS Excel - Prepared and formatted financial project reports, budget spreadsheets and expense reports for monthly review.
- Business Development: - Developed strong relationships with key referral sources which resulted in 12% increase in referrals over one-year period.
- Product Marketing - Offered comparable product substitutions and alternative locations to clients when desired merchandise was out-of-stock.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Full Professional
Interests
- Video Gaming
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Watching Movies and TV Shows
- Music
- Lego Enthusiast
- Watching Sports - AFL, NFL, MLB
Timeline
Samsung Account Manager
Samsung CE VIC Division – Cheil Aust.
03.2025 - 07.2025
Samsung Area Manager
Samsung CE VIC Division – Cheil Aust.
03.2021 - 03.2025
Samsung Region Development Manager
Samsung CE VIC Division – Cheil Pty Ltd
01.2018 - 03.2021
Samsung Senior Sales Associate / Samsung Brand Ambassador
Samsung CE VIC Division – Cheil Pty Ltd
10.2012 - 01.2018
Online Sales Manager / Retail Store Manager
12.2007 - 10.2012
Victorian Sales & Installation Manager
Melbourne Installations Pty Ltd
01.2005 - 12.2007
Company Director & Installation Manager
Digital Interiors Australia
09.2001 - 01.2005
Store Sales Manager
Total Home Entertainment
06.2000 - 09.2001
Sales Executive
Sony Australia Limited
07.1989 - 06.2000
No Degree - Accountancy
Victorian University
HSC Certificate - undefined
Heather hill High School
Responsible Service of Alcohol Certificate -
Clear To Work Pty Ltd
Manager People Effectively Certificate -
Swinburne University Technology
Hobbies and Interests
Gaming, Sport, Food, Technology, & Socializing
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