Strategic Account Management
- Develop and execute strategic account plans for all assigned key customers.
- Build and maintain strong relationships with decision-makers and key stakeholders at all levels within customer organisations.
- Act as the primary commercial contact for allocated strategic and enterprise accounts.
- Drive customer retention through proactive account management and exceptional service delivery.
- Manage contract renewals, commercial negotiations, and pricing reviews to maximise profitability and customer satisfaction.
Revenue Growth & Business Development
- Identify and deliver organic growth opportunities within existing accounts.
- Cross-sell and upsell the company's full service portfolio where appropriate.
- Develop account-specific growth strategies aligned to customer needs and operational capability.
- Prospect and develop new strategic opportunities within target sectors and major enterprise customers.
- Achieve individual revenue, margin, and growth targets in line with business objectives.
Customer Relationship Management
- Lead the development of strong commercial partnerships and become a trusted advisor to customers.
- Conduct regular customer reviews, ensuring service performance, customer objectives, and growth opportunities are discussed and actioned.
- Build and lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
- Ensure customer satisfaction levels remain high and support the resolution of any commercial or service-related issues.
Commercial & Market Intelligence
- Monitor customer activity, competitor movements, market trends, and industry developments.
- Provide regular feedback and recommendations to the Head of Commercial regarding emerging opportunities and market conditions.
- Support tender submissions, contract negotiations, and commercial proposals.
- Contribute to the development and execution of the wider commercial strategy.
Internal Collaboration
- Work closely with Operations, Customer Services, Finance, and Tech solutions teams to ensure customer commitments are delivered.
- Champion effective communication across the business to ensure customer expectations are clearly understood and met.
- Support the onboarding of new strategic customers and ensure a smooth transition into operational delivery.
- Mentor and support junior commercial team members where appropriate.
Performance & Reporting
- Maintain accurate and up-to-date customer records, forecasts, and activity reports within the CRM system.
- Prepare monthly performance reports and account development plans.
- Monitor account profitability and implement action plans to drive continuous improvement.
- Deliver performance against agreed commercial KPIs and objectives.
