Head of Account Management

JOB PROFILE

 Head of Account Management

The role in a nutshell: The Head of Account Management is responsible for the overall key customer relationship including ensuring full customer contract retention and profitable growth across the account base.

A bit about the ‘Sales’ department: Meeting the fleet and mobility needs of a broad range of corporate, public and not for profit customers.  From high security to hard working car and commercial fleets, we aim to profitably grow our multi-brand presence and brand within the industry.

What you’ll be doing:

How you could stretch this role:

You’ll lead an experienced and welcoming team, to create a great customer experience through:  

·        Manage, develop and support the existing customer base to ensure growth and retention

·        Analyse and understand our customer needs and strategic objectives

·        Achieve annual targets for customer retention, finance and services penetration, product mix and portfolio targets

·        Inspire, develop, manage and support a large team of experienced Strategic Account Managers, Operational Account Managers and CV Specialist

·        Assist to develop and support our sales strategy with us and hit our profit and service targets

·        Lead the account management team to identify and propose solutions to upsell the products and services into the existing customer base

·        Ensure business risks are appropriately controlled and minimised to the extent possible

·        Provide in-depth market research on competitor activities

·        Where required, act as final approver of new business customers implementation plans in line with audit requirements before ‘go live’.

In time, you could stretch the role by: 

·        Working with Financial Planning and Sales Director to create a more strategic and proactive approach to forecasting and reporting

·        Increase awareness, ownership and reportability within the team of the profitability and fleet renewal patterns of our key customers

·        Create robust plan for contract renewals and risks which could be presented and discussed with the Management Board and key stakeholders within our business

·        Make recommendations to work more efficiently in line with our future growth strategy and propose new products and services to meet the needs of our customer base

·        Deputise for Sales Director when required

·        Foster and maintain the exceptional strategic relationships with our key customers

·        Foster and grow the partner alliance, whilst acquiring, maintaining or building on mutual customer products and services

·        Look for new ways to improve Audit reports and the implementation of any remedial action in a timely manner

Experience you’ll gain:

How we’ll support you:

What you’ll get to own:

·        Budget and financial planning

·        Networking and wide-ranging customer fleet knowledge of public sector and corporate organisations from Fleets of 100 to Major Fleets of 1000+, and both car and commercial vehicles

·        High profile with all of our senior leadership team including Management Board and Operational Leadership Committee

·        Experience of a broad product portfolio including mobility solutions

·        Transformational, cultural and growth project involvement

·        A full induction

·        Provide a great learning opportunity to develop the core skills required to excel in the role.

·        Give you the space and opportunity to be your whole self at work.

·        Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same.

As a manager:

·        Regular 1:1’s to provide direction and guidance.

·        Clear objective setting via our performance management process.

·        On-going coaching as required.

·        Always available for support as needed.

·        Limit employee turnover to less than 10%

·        Lead, coach and develop direct reports how to better lead their teams

·        Leadership of an established team of Strategic and Operational Account Managers

·        Customer contract retention

·        Customer growth in product, services, profit and units in operation

·        Active membership of the Operational Leadership Committee

Key Experience & Skills:

Attributes & Behaviours

• Account Management and Sales background preferably within the fleet industry
• Managed large teams of people
• A strategic thinker
• Results driven
• Coaching, team management and influence skills   

You will work within a high performing team, in a culture of continuous improvement and inclusivity, showing respect for people and working with integrity, therefore you will need to:

·        Be an excellent communicator

·        Have good attention to detail.

·        Be pro-active.

·        Have excellent time management skills.

In line with our Talent Enablement culture, we will give you ownership and encouragement to deliver outcomes that lie outside of the remit of this Job Profile. We do this to give you additional experience to stretch and develop you within your role, empowering you to be the best you can be and to facilitate other progression opportunities within the business.