The Operational Account Manager is responsible for protecting and growing existing customer relationships through operational excellence.
This role owns customer experience across delivery, renewal readiness, and service continuity — ensuring clients stay compliant, satisfied, and rebooked.
Success in this role is measured by:
- Low churn
- High NPS
- Strong rebook and renewal rates
This is not a new-business sales role. It is a customer operations and retention role with commercial accountability.
Key Responsibilities
Customer Ownership
- Act as the primary operational contact for a portfolio of accounts
- Ensure customers receive a smooth, professional, and proactive service experience
- Build trusted relationships with site contacts and decision makers
Churn Reduction
- Identify early risk signals (missed services, complaints, delays, inactivity)
- Proactively intervene to prevent churn
- Escalate and coordinate internally to resolve issues fast
NPS & Experience
- Own customer satisfaction across the account base
- Drive high NPS through communication, follow-up, and service ownership
- Capture feedback and turn it into operational improvements
Rebooks & Renewals
- Ensure services are correctly rebooked and scheduled
- Proactively manage upcoming renewals and compliance cycles
- Work closely with scheduling and ops teams to secure continuity
Operational Excellence
- Coordinate with internal delivery teams to ensure commitments are met
- Own issues to resolution — no hand-offs, no excuses
- Keep CRM records accurate, current, and commercially useful
Commercial Awareness
- Spot cross-sell and up-sell opportunities and pass to the relevant sales team
- Understand customer service coverage and compliance gaps
- Support account growth through retention and service expansion
KPIs & Bonus
This role includes a quarterly bonus linked to:
- Churn rate
- NPS score
- Rebook / renewal rate
Bonus is paid on customer health and retention performance, not on raw sales activity.
A great Operational Account Manager:
- Customers stay longer
- Customers rebook more services
- Customers give higher NPS
- Problems are solved before they become complaints
- Accounts feel “looked after” rather than “processed”
Ideal Background
- Customer success, account management, operations, or service management experience
- Strong communication and relationship-building skills
- Highly organised and process-driven
- Comfortable working with CRM systems
- Commercially aware but service-first mindset
Behavioural Profile
- Calm under pressure
- Proactive, not reactive
- Takes ownership
- Naturally customer-focused
- Detail-driven but commercially switched on
Job Types: Full-time, Permanent
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Company pension
- Employee discount
- Health & wellbeing programme
Experience:
- Account management: 2 years (preferred)
- Customer Success: 1 year (preferred)
Work Location: In person
