Contract Manager

We are looking for a fearless and talented individual like you who can join our mission to be the best that the industry has to offer.

As a Contract Manager you will pro-actively manage the contract governance of key Whistl accounts and work closely with Customer Services, Operations, Sales, and the customer to support the day-to-day management of a portfolio of key Mail accounts.

**Contract Governance**

To manage key customer contracts and adherence to key terms and conditions (e.g. SLA's, Service Credit Frameworks, payment terms, and special/bespoke clauses that have been agreed) to ensure proactive management of customer contracts at all times.

**Cash / Debt Management**

To work closely with Whistl departments (Customer Services, Finance; Credit Control/DBT/Queries) and the customer to help monitor, manage, and ensure payment terms are adhered to.

**Account Support**
- Work very closely with Customer Services (including Mailing House team members), Operations, Commercial team, and the customer to help support and oversee the day-to-day running of each account.
- Work with Customer Services to ensure that required/specific MI reports are provided within agreed timescales and where appropriate, investigating and reporting any shortfall/discrepancy highlighted by such reports.
- Support account administration and relevant reporting/planning systems required to meet the objectives of the business
- Support the Account Directors with relevant contact strategy activity and the associated preparation for monthly reviews
- Oversee the queries management process by account, working with finance and CS to minimise disruption to on-time payment and improve customer satisfaction by addressing root causes

**Account Profitability**
- Identify yield management opportunities e.g., where we can reduce cost to serve accounts via operational efficiencies, account admin efficiencies, and so on.
- Conduct comprehensive account health-checks (bi-monthly/monthly) as required to help ensure presentation, processing, and invoicing accuracy and integrity

**Proactive Communication**
- Communicate clearly and effectively and work collaboratively with all departments, in particular Customer Services, Finance, and Operations.
- Attend (and provide support as required) external customer meetings either independently or with colleagues. Plan for and conduct productive meetings with customers completing in a timely manner the necessary admin (Agendas, ROVs, CRM activity etc.)

As part of this Contract Manager role, you will:

- Meet cash targets
- Improve operational efficiencies
- Reduce cost to serve accounts
- Monitor and manage adherence to customer contracts
- Improve customer satisfaction
- Improve EBIT

**Essential Skills**
- Ability to communicate information clearly and concisely (both written and spoken) to individuals up to a senior management level, adapting communication style, amount, and format based upon the level of seniority and/or understanding of the audience
- Possess good presentation and influencing skills
- Ability to analyse data, spot trends, draw conclusions, and make recommendations to colleagues and customers
- Ability to establish and maintain effective working relationships with colleagues and clients
- Ability to prioritise and coordinate multiple and simultaneous work requirements to meet deadlines
- To be an excellent team player who is flexible and has empathy with colleagues whilst maintaining the focus necessary to achieve the required objectives established
- Have a high level of customer focus, being able to empathise with them and be diplomatic / tactful when communicating with them
- Ability to effectively question or challenge things if they don't appear to be correct or are not understood
- Good level of analytical and numerical ability
- Good level of financial awareness, able to understand the impact on the profitability of the business based upon decisions regarding process changes to deliver efficiencies
- Proven experience in managing contracts in a B2B environment
- Good level of IT literacy - Microsoft Office (Power Point, Excel, Word, Outlook). Ability to learn different IT packages as required
- Very good knowledge and awareness of the Mail market and a good knowledge of market sector requirements, competitors and services offered to customers in order to maximise opportunities
- In-depth knowledge of Whistl products and services
- Very good attention to detail with an emphasis on accuracy and thoroughness

**Desirable Skills**
- Ideally, between two and three years of business experience in a sales/customer service-related role
- Successful track record in meeting stretching targets

**About Company**

Whistl are a delivery management company providing efficient, high-quality, and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally.

Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.