Customer Relationship Manager

1 month ago

Berkshire, United Kingdom Mandeville Recruitment Group Full time

Customer Relationship Manager - Airlines, Customer Service Manager, Account Manager: £35 - 42k basic salary. Rapidly expanding business offering fantastic career progression opportunities - Berkshire/West London
Job Summary / Scope of the role:
To own the allocated customer account (s) within the business and ensure that all aspects of the account (s) are aligned with both the business and customer requirements and expectations. You will be required to deliver the highest quality of customer service,to both external and internal customers, acting as the focal point for all communication and information between the customer and internal stakeholders.
Key Responsibilities/Accountabilities
- Ensure compliance with the customer contract, service level agreements and agreed KPI's and that the business is clear on those items as well as its' ongoing performance against those items.
- Preparing monthly performance reports for the management team covering operational performance of the account (s) including action plans from the relevant departments.
- Increase NPS year on year. Increase promotors and decrease detractors.
- Ensure that all customer meetings, visits, audits and presentations are prepared for and that the highest level of hospitality is demonstrated and that where relevant the operations team are involved in this.
- Follow the customer change process to ensure that any change a customer requires to be made is managed accordingly in the business and successfully implemented and that all parties are aware of the change in time.
- Ensure that each customer has a robust and implementable account plan to deliver the quarterly / annual objectives / targets set.
- Effectively implement and communicate account plans, reviewing periodically the priorities set and tactics selected with line manager - propose changes as necessary to improve performance.
- Enter all customer feedback onto Salesforce and provide account specific reports to the business relating to account performance.
- Responsible for new customers as directed by your line manager
- Build and maintain strong relationships at all levels with customers using relevant resources:

- Weekly / monthly operational meeting with local station
- Review and receive monthly customer KPIs from operations team
- Adhere and deliver customer contact plan as per the account plan
- Be an excellent brand ambassador
- Ensure the unit management and employees have access to account specific information for training and support any account specific training to ensure the operation understands what is important to the customer.
- Ensure the operations team comply with the requirements of your account in terms of ordering, stock holding and stock takes.
Essential Skills and Behaviours required for Success
- Strong influencing and negotiation skills.
- Good English and numeracy skills
- Ideally educated to degree level or equivalent
- Proficient IT skills, including Microsoft Excel, Word and PowerPoint
- Demonstrable relevant industry experience
- Demonstrable account management / customer services experience
- Ability to build good, sustainable relationships with Customers and wider functions.
- Self-motivated and the ability to work on own initiative.
- Ability to demonstrate determination in setting personal objectives and the achievement of goals.
- Tenacity to deliver exceptional customer service.
- Well organized and methodical in approach to drive accurate solutions for our customers.
- Proven ability to meet targets with a positive record of achievement of stretching KPIs & objectives.
- Ability to multi-task and be resilient in a high pressured and fast paced environment.
Professional Experience/Preferred
- Target driven & experience of achieving and exceeding stretching targets.
- Account Management & Customer Service experience.
- Ability to understand financial, commercial and customer driven targets and objectives.
- An understanding of how sales & customer service function align in a portfolio business.
- Evidence of building and growing new business along with the tactical process of retention.
- Understanding of the threat posed by our competitors and how to impact on this.
- Account planning & contact strategy of customers by segment and customer intelligence.
Mandeville is acting as an Employment Agency in relation to this vacancy.

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