Key Responsibilities
Leadership & Team Management
- Lead, motivate, and develop the Account Management team to achieve departmental objectives and business targets.
- Conduct regular one-to-one meetings, performance reviews, and annual appraisals.
- Develop and implement individual development plans to support employee growth and succession planning.
- Ensure weekly and monthly KPI reviews are completed, with clear improvement plans identified and executed.
- Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
Customer Account Management
- Act as the senior customer interface for key accounts, developing strong relationships and ensuring excellent service delivery.
- Engage regularly with customers at a senior level to gather feedback, identify improvement opportunities, and resolve issues.
- Ensure all customer enquiries are effectively managed from enquiry through to delivery, installation, and deinstallation.
- Manage customer complaints and coordinate timely resolution of issues.
- Allocate customer accounts appropriately across the Account Management team.
- Support the team in managing quotations through to purchase order conversion.
Project & Process Management
- Maintain accountability for enquiry tracking throughout all stages of the customer journey.
- Monitor project progress and ensure customer requirements are delivered on time, within budget, and to agreed quality standards.
- Ensure accurate and timely data entry into company MIS and other business systems.
- Oversee the online customer portal, ensuring information remains current and accessible.
- Manage the reworks process and drive corrective actions to minimise repeat issues.
Cross-Functional Collaboration
- Work closely with the Sales team to understand the sales pipeline and proactively plan for workload fluctuations.
- Build strong working relationships with Production to ensure effective communication, resource planning, and successful project execution.
- Partner with the Head of Product Management to review profitability, drive efficiencies, and support product development initiatives.
- Collaborate with all departments to ensure customer requirements and business objectives are met.
Quality, Continuous Improvement & Compliance
- Drive a culture of continuous improvement across all aspects of project management and customer service.
- Ensure Non-Conformance Reports (NCRs) are raised, investigated, and closed out in a timely manner.
- Provide customers with feedback on corrective actions and continuous improvement initiatives.
- Conduct site visits to assess product quality, installation standards, and customer satisfaction.
- Ensure all activities comply with company policies and procedures, with a strong commitment to a "Safety First" culture.
Additional Responsibilities
- Drive revenue growth within existing accounts through upselling and cross-selling opportunities.
- Monitor and improve profitability across customer projects.
- Collect and analyse project data relating to costs, materials, labour, and lead times.
- Support sales activities and customer presentations as required.
- Represent the business professionally at customer meetings, site visits, and industry events.
Qualifications & Experience
Essential
- Proven experience in Account Management, Customer Service, Project Management, or a similar client-facing leadership role.
- Previous experience leading and developing teams.
- Strong commercial awareness with experience managing customer accounts and delivering profitable outcomes.
- Experience managing multiple projects and customer enquiries simultaneously.
- Excellent stakeholder management and relationship-building skills.
- Strong analytical and problem-solving abilities.
- Proficient in Microsoft Office.
- Experience using ERP, CRM, or MIS systems.
Desirable
- Experience within Print and Signage, or related industries.
- Project Management qualification or relevant professional certification.
Knowledge, Skills & Competencies
- Leadership and people management
- Customer-focused mindset
- Excellent communication and presentation skills
- Strong organisational and planning abilities
- Commercial awareness
- Negotiation and influencing skills
- Critical thinking and problem solving
- Process improvement and continuous improvement methodologies
- Attention to detail
- Ability to work under pressure and manage competing priorities
- Collaborative and team-oriented approach
Key Performance Indicators (KPIs)
The Senior Account Manager will be measured against:
- Order Processing Time
- Customer Satisfaction Score
- Customer Retention
- Customer Complaint Resolution Time
- NCR Closure Performance
- Quote-to-Order Conversion Rate
- Team KPI Achievement
- Employee Development and Engagement Metrics
Company Values & Expectations
- Promote and uphold a "Safety First" culture.
- Always adhere to company policies and procedures.
- Act as a positive ambassador for the business.
- Demonstrate professionalism, integrity, and accountability at all times.
- Work collaboratively across all departments to achieve business objectives.
Drive excellence in customer experience, quality, and operational performance.
Job Types: Full-time, Permanent
Pay: £35,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Work Location: In person
