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Overall responsibility for retention and development (growth) of existing customer portfolio by delivering exceptional levels of customer service and building relationships between our client and the customer in line with the business line strategy. Implement segment strategy campaigns and develop customer portfolios. Think like the customer and act as the voice of the customer internally while driving the business position.
Client Details
Our client is a leading player in the business services industry with over 10,000 employees across the globe. Based in Wakefield, they strive to provide the highest quality services and solutions to a wide variety of businesses. They take pride in their dedicated workforce that constantly pushes for innovation and excellence.
Description
The effective management of notified terminations with a principle aim of customer retention.
* Analyse lost business/complaint management data and implement appropriate action to reduce these figures every month.
* Explore cross selling opportunities where appropriate to increase the customers share of wallet and drive the full product offering
* Develop where appropriate Customer Account Plans to strategically identify and review future risks and opportunities
* Ensure the Company's growth targets for the customer portfolio are achieved on an annual basis.
* Adopt the sales process methodology and develop strong value propositions that support the sales objectives
* Identify and gain support of influential people in the customers organization.
* Select and implement the best approach to win the growth opportunity and defeat competition
* Act as a lead point of contact for all matters specific to your customers.
* Understand the needs and future requirements of customers through proactive account management.
* Communicate clearly the progress of monthly KPIs to all relevant stakeholders including customer retention, additional sales and customer attraction.
* Understand quality standards set by the company and agreed with each customer. Retain ownership of the customer service level agreement.
* Forecast and track customer metrics to predict trends. Highlight opportunities and threats to appropriate managers.
* Discuss outstanding debt issues with customers agreeing satisfactory outcomes for both parties.
* Review the commercial viability of accounts, recommending improvements or additional services.
* Agree price increases with customers as advised by the Company.
* Push for improvements, applying commercial
Profile
Commercially aware
* Strong analytical skills.
* Effective negotiation and presentation skills
* Good understanding of the sales process and methodology
* Good written and verbal skills.
Ability to listen to and influence peer group and department team members to build and lead effective working teams.
* Good attention to detail and the ability to analyse data and interpret the information effectively to continuously improve the department and/or team.
* Ability to organise self and others to ensure tasks are carried out in a timely manner.
* Task orientated with a strong completer finisher mentality.
* Customer focussed.
* Flexible and able to react quickly to the needs of the customer
* IT literate (Microsoft Office).
Job Offer
Great benefits package and progressive business
