Closing Date: 14th October 2024
Vidu are working on a super exciting assignment in the search for a number of Desk Based Account Managers, on behalf of a rapidly growing, forward thinking parcel delivery business.
If you have upwards of 12 months experience in account management sales (preferably with outbound call experience) are detail oriented, have the ability to multi task and are extremely professional and customer service oriented, and you’re ready to step your career up a gear, these roles will be right up your street!!
Our client has engaged with Vidu VIP to commence the initial search.
Our team of dedicated consultants will be your first point of contact when applying for this role.
£30,000 – £35,000 basic salary (dependent on experience) OTE £50,000, plus package, and excellent opportunities for career development and progression.
Your Mission:
To proactively manage, retain and develop profitable existing business relationships within a defined portfolio of existing clients.
Provide a high level of client service and be a dedicated point of contact. Leverage relationships to grow sales revenue, volumes and profits in line with our clients strategic objectives and create a loyal client base that are advocates for the business.
The role demands self-sufficiency, flexibility and a keenness to grow your client portfolio.
It is essential you develop a strong working relationship within all your accounts, with a confidence to communicate up to senior level both internally and externally, and it’s imperative you can demonstrate a sound understanding of the client’s product, marketplace, volumes and seasonality.
Key Responsibilities:
Technical (Generally the day to day duties related to the function of the role)
Take complete commercial ownership of a defined portfolio of clients to ensure the smooth day to day running of business, prompt receipt of payment and operational delivery against forecast.
Develop high quality, multi-tiered client relationships.
Develop a broad internal stakeholder network.
Develop and deliver an appropriate Account Plan for each client based on size, opportunity and complexity.
Work closely with clients to accurately forecast volumes and revenues across all service types.
Deliver budgeted volumes and revenues for each client within a portfolio.
Maximise profitable revenue from the client.
In conjunction with operations minimise the direct costs associated with the client.
Develop relationships to drive appropriate volume growth to optimise share of wallet from each client.
Plan and manage sales activity in a productive and efficient manner in line with performance metrics as directed, and maintain a structured call cycle that meets Clients’ requirements.
Ensure all volume growth is within the service capabilities, credit control demands, commercial boundaries and on-boarding framework as set out by the business.
Maintain high levels of customer satisfaction. Using an internal network of relationships built by you, customer complaints, enquiries or concerns are dealt with promptly.
To always have at the centre of any client interaction the desire to satisfy the client and drive a positive experience that will ultimately lead to excellent Client NPS scores.
Ensure timely renewal of contracts which provide relevant protection to the business and which secure price increases in line with business objectives.
Maintain accurate and thorough pipeline information.
Ensure that competitive threat is identified, assessed and mitigated.
Manage personal development through participation in professional and skills training in collaboration with line manager
Communicate seamlessly across all business functions to ensure effective team working and promotion of the concept of one sales team.
People:
Maintain an excellent internal stakeholder network.
Provide help and support to colleagues as required.
Ensure all actions are undertaken for the good of the team, department and the business as a whole.
Strategic Direction (Input into the department/company strategy for area of responsibility)
Continually strive to find better ways to do things.
Seek to simplify processes wherever possible whilst retaining adequate levels of control.
Budgets and Management Information:
Manage and control pricing in line with authorised process.
Delivery of portfolio budget volume and profit.
Administration:
Manage sales processes through the team to ensure 100% compliance of all activities with the core CRM system, Salesforce.com, and ensuring timely performance reporting and sales forecasting.
All client communication whether by phone or email to be logged daily and documented in detail onto Salesforce attaching any relevant supporting documentation relevant to the client account in line with business requirements.
Customer:
Conduct detailed and structured, scheduled monthly client review calls to each client in your portfolio.
Review calls to be structured to take 20 minutes, these will review performance against GMV and priority will be focussed to the low contributing clients in the portfolio or those with maximum growth potential.
Monthly Review Skype meetings to be completed for Top 20 clients.
Capture projected volumes against forecasted volumes for forthcoming financial period.
A full agenda/presentation should be sent at least 48hrs in advance of the review call.
Detailed meeting notes to be entered onto salesforce on the day of call.
An email overview of what was discussed on the call to be shared with the client on day of the call detailing any actions and next steps.
Subsequent meetings to be confirmed on the call and diarised accordingly.
Behaviours:
Customer Service:
Holding our customers at the heart of our business; whether they are clients, consumers, colleagues or partners.
Listening closely to our customers and working with them to improve their experiences.
Taking it personally; owning it and taking pride in delivering a high level of customer service.
Respect:
Respecting our colleagues, partners, clients, customers, the environment and the local communities we work in
Being open and honest.
Working collaboratively with our teams and colleagues; understanding that we work in different ways.
Always doing what we say we are going to do.
Innovation:
Thinking about how we can do a better job to improve our service and competitiveness.
Being creative – looking at different elements of our jobs to see if we can do things differently.
Always learning about our jobs and taking all opportunities to develop our skills.
Sharing and seeking ideas, knowledge and best practice.
Performance:
Striving to be the best we can be, in everything we do.
Recognising and rewarding the right behaviours.
Dealing with poor behaviour and poor performance quickly and appropriately.
Being energetic and enthusiastic.
Safety and Security:
Respecting and following all relevant health, safety and environment laws, processes and considerations.
Taking responsibility for our own safety and those around us, monitoring and reporting any issues.
Doing everything we can to ensure our business is secure of theft and fraud.
Adopting our zero-tolerance approach to the security of the parcels in our care; all parcels in our possession must have an appropriate scan or paperwork.
At least 1+ years’ relevant experience in account management sales (preferably with outbound call experience).
Track record of delivering against sales targets.
Knowledge of Parcel Delivery Industry.
Knowledge of E-Commerce and Online marketplace selling.
Positive, ‘can do’ attitude with a natural ability to provide excellent service in a team environment.
Professional approach to team and client relationships.
A passion for delivering great service.
Ability to set priorities, meet deadlines and multitask.
Effective negotiator.
Excellent verbal and written communication skills.
Strong analytical and problem-solving skills.
Excellent IT skills, experience in working with Word / Excel and Power Point.
Excellent interpersonal skills.
Excellent attendance and punctuality.
Passionate, resilient, driven and motivated to succeed.
Resilient and able to work effectively throughout periods of change.
Applies urgency to their day to day approach.
