Customer Engagement Manager

5 months ago

Cowley, United Kingdom Unipart Logistics Full time

**Customer Engagement Manager**
**Contract type**: Full time, Permanent
**Hours**: 40 hours per week
**Salary**: To £45,000 plus car / car allowance, 33 days holiday, pension, bonus, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme
Location: Cowley, Oxfordshire - with a blended working pattern of home / site

As a Customer Engagement Manager at Unipart Logistics you will lead on customer engagement and interaction, support improvements in revenue and profit, and support all non-competitive renewal activity. Using best in class tools and methodologies to support the building of excellent customer relationships, putting the account plan at the heart of what we do. You will work closely with the business development team on competitive retenders and will own the customer relationship for these activities, and will ensure that new business opportunities that fall outside of the scope of our current contracts are thoroughly explored with the customer.

**As part of your key responsibilities you'll**:

- Handle renewals - support the development of mid-long term plans that ensure renewal/retention activities are underway in all key accounts in order that we prevent current customers from wanting to go through competitive re-tendering processes at the end of current contracts wherever possible, initiating solutions redesign as appropriate.
- Focus on contract performance - closely monitor Profit and Loss performance reporting to ensure full invoicing for services performed and renegotiating contracts/pricing where necessary.
- Account plan - Maintain live documents that add real time value, driving the right activities and decisions in the right part of the organisation. Work with the Operations Director, General Manager's, and Senior Operations Manager's to build plans that accurately assess the risks and opportunities within our customers, supported by thorough analysis of the customers supply chain, share of wallet and total addressable market size within a customer (now and in the future).
- Lead key customer relationships - where appropriate and in consort with the General Manager's, Business Unit Directors and other Unipart Logistics Executives, build value adding relationships with key senior stakeholders across the customer base.
- Interface with business development colleagues - ensure that any new business opportunities arising from the current customer base are briefed into the business development team and supported as necessary.
- Represent the Voice of the Customer from operations internally - provide input to the business development teams on new opportunities arising from current customers, as well as growth opportunities from aligned businesses/subsidiaries/competitors that are found from building a detailed knowledge of the customer sectors in which we currently operate.
- Facilitate any necessary internal customer/strategic forums - to ensure that all functions are fully aligned on the growth priorities of the major customers, ensuring BAU vs big ticket growth opportunities are led in the right part of the organisation.

**About You**

We're looking for an experienced manager to join our team who has a track record in customer development, execution and building and growing customer relationships. You will excel in problem solving, have a strong bias to action and be comfortable in making and owning decisions. You will get things done.
- Ability to build load bearing relationships with both internal and external stakeholders.
- Ability to lead and engage authentically from the shop floor to senior levels.
- Strong strategy and planning skills, underpinned by a bias towards action and execution.
- Ability to think and manage in dual timeframes - ensuring that the right decisions for today don't compromise the right decisions for the future.
- Strong commercial/financial/legal acumen

Our recruitment and selection process has been developed to ensure that it is consistent, fair and provides equality of opportunity - all selection decisions are based solely on technical and behavioural competencies. We do not discriminate on the grounds of race, colour, or nationality, ethnic or national origins, sex, gender reassignment, sexual orientation, marital or civil partnership status, pregnancy or maternity, disability, religion or belief, age or any other current or future protected characteristic as defined in the current Equality Act of England and Wales. As an organisation we also promote an environment which encourages diversity of characteristics and thought, where you feel included, safe and confident to be the best version of yourself and do your best work every day

You may have experience in the following: Customer Engagement Manager, Customer Experience Manager, Customer Relationship Manager, Client Engagement Manager, Customer Success Manager, Customer Engagement Specialist, Customer Retention Manager, Client Relationship Manager, etc.

REF-208654

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