The Customer Relationship Manager plays a pivotal role in driving commercial performance and strengthening our long-term customer partnerships. This role carries responsibility for ensuring seamless onboarding of new customers, maximising value across existing accounts, and delivering sustainable, profitable growth aligned to business objectives.
Operating with a high level of drive and accountability, the Customer Relationship Manager is expected to think strategically while maintaining strong operational awareness. The role requires the ability to build and influence relationships at multiple levels within customer organisations, identify growth opportunities, and translate commercial insight into actionable account plans.
Success in this position relies on a customer-centric mindset combined with strong analytical capability, confident negotiation skills, and resilience. The Customer Relationship Manager will proactively manage performance, minimise risk (including off-hires), and consistently deliver commercially sound solutions that strengthen both customer outcomes and company profitability.
Key Responsibilities
Customer onboarding and system setup
- Lead the onboarding of all new customers, ensuring a seamless and professional implementation process.
- Complete all required account setup within Key2 accurately and efficiently.
- Record all customer interactions, agreements, forecasts, and activity within the CRM system to maintain full pipeline visibility.
- Work cross-functionally with operations, finance, remarketing, damage and sales support to ensure service readiness and operational excellence.
Account development and growth strategy
- Develop and execute strategic account plans to drive sustainable revenue growth across existing customers.
- Forge strong relationships at multiple levels within client organisations, identifying key stakeholders and decision-makers.
- Identify, create, and convert upselling and cross-selling opportunities, including pitching and positioning Herd Synergy solutions.
- Develop and articulate tailored fleet and rental solutions that address operational and commercial customer needs.
- Build, manage, and maintain a forward-looking and accurate sales forecast pipeline.
Commercial and financial management
- Prepare, present, and negotiate commercially sound and profitable proposals.
- Apply strong numerical and analytical skills to evaluate fleet performance, utilisation, and commercial opportunities.
- Minimise off-hires through proactive utilisation reviews and strategic contract management.
- Maintain strong commercial and operational awareness to ensure proposals are deliverable and aligned to service capability.
- Deliver against agreed revenue, margin, retention, and growth targets.
Relationship and performance management
- Act as the primary point of contact and trusted advisor for assigned accounts.
- Conduct regular performance reviews and strategic meetings with customers.
- Proactively communicate opportunities, risks, and performance insights internally and externally.
- Manage objections effectively and demonstrate resilience in competitive or challenging situations.
- Maintain high standards of time management to balance customer engagement, reporting, forecasting, and internal collaboration.
Benefits:
- Company events
- Company pension
- Employee stock ownership plan
- Free fitness classes
- Free parking
- On-site gym
- On-site parking
- Shuttle service provided
Work Location: In person
