Desk Based Account Manager

at  Yodel

WHAT YOU’LL BE DOING

The Desk Based Account Manager will be responsible for and acts as the single point of contact for a defined number of Yodel accounts. You will actively develop customer relationships and maintain high levels of customer satisfaction. You will also be involved with business development, following up on new business web enquiries or leads passed through to you from the wider business. You will report into the Commercial Sales Manager, and you will work collaboratively with the appropriate Operations teams to ensure seamless on-boarding of upsell and new opportunities and ensure sustainable service delivery and operational efficiencies in line with Client SLAs. In addition to these duties, you will be responsible for the following:

• To build and implement a robust contact strategy in an efficient manner in line with KPI’s as directed that meets business requirements.
• Using an internal network of relationships built by you, customer complaints, enquiries or concerns are dealt with promptly
• Retain complete commercial ownership of clients acting as an escalation and support function to Credit Control, Finance, and wider Operational Teams to ensure the day-to-day smooth running of business, prompt payment and operational delivery against forecast.
• Recognise opportunities for business growth within customer base.
• Actively uncover commercial opportunities and sell the value of Yodel services with cite to win new clients
• Ensure all volume growth is within the service capabilities, credit control demands, commercial boundaries and on-boarding framework as set out by Yodel.
• To always have at the centre of any client interaction the desire to satisfy the client and drive a positive experience that will lead to excellent Client NPS scores.
• Ensure that all relationships trade to their agreed profile and deliver the contribution and profile agreed at commencement of Agreement (or as varied from time to time).
• Ensure 100% compliance of all activities with the core CRM system, Salesforce.com, and ensuring timely performance reporting and sales forecasting.
• Manage personal development through participation in professional and skills training in collaboration with the Desk Based Account Director.
• Manage sales processes through the team to ensure 100% compliance of all activities with the core CRM system, Salesforce.com, and ensuring timely performance reporting and sales forecasting.
• Manage and control pricing in line with authorised process
• Delivery of portfolio budget volume and profit