Desk Based Account Manager

7 months ago

Liverpool, United Kingdom YODEL Full time
Role Overview

Desk Based Account Manager
Permanent
Skyways Hub, Speke, Liverpool (Hybrid working typically 3 days in the office)
Excellent Salary

Here at Yodel we deliver more than just parcels we deliver a great experience when it comes to your career too. Yodel are looking to recruit a proactive and dedicated Account Manager on a permanent basis to come and join our fast-paced Commercial team.

The role of Account Manager is a desk-based point of contact to develop and maintain long term client relationships. The role is responsible for delivering set monthly targets for volume, revenue, and profitability as well as client retention from a defined portfolio of Yodel clients. The role demands self-sufficiency, flexibility, and a keenness to grow your client portfolio.

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
What you need to show us

The Desk Based Account Manager will develop a strong working relationship within all their accounts, with a confidence to communicate up to senior level both internally and externally and must be able to demonstrate a sound understanding of the client's product, marketplace, volumes, and seasonality. You will have at least 1 year's relevant experience in account management, preferably with outbound calling. You will also be able to demonstrate the following:

  • A proven track record of delivering against sales targets and tight deadlines
  • Knowledge of Parcel Delivery Industry is preferred
  • Knowledge of E-Commerce and Online marketplace selling is preferred
  • Positive, âcan do' attitude with a natural ability to provide excellent service in a team environment.
  • Professional approach to team and client relationships.
  • A passion for delivering great service whilst being an effective negotiator
  • Ability to set priorities, meet deadlines and multitask.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving skills.
  • Excellent IT skills, experience in working with Word / Excel and Power Point.
  • Excellent interpersonal skills, be professional and customer service orientated
  • You will have a high attention to detail and be able to manage multiple tasks simultaneously,
  • Resilient and able to work effectively throughout periods of change.
Why work with us

If you are an enthusiastic and self-motivated Desk Based Account Manager, then come and join Yodel's Commercial team with genuine career progression and development. The successful candidate will receive the following great benefits:

  • Competitive remuneration package
  • Mixture of office and home working
  • Private Medical Insurance
  • Business casual dress code
  • Free personal & professional development courses
  • Pension Scheme
  • Up to 25% discount on Very.co.uk
  • 33 days holiday including bank holidays
  • Free parking
  • On-site modern gym facilities (includes many classes per week including HIIT and yoga)
  • In the office you will have access to Costa, Juice bar, Starbucks* and restaurant.
  • Dedicated wellness initiatives that support your wellbeing, ranging from our 24-hour employee assistance programme to subsidised gym membership.

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