Job Description

  • Job Title:
  • Location:
  • Department:
  • Type of Position
  • Reports to
  • Travel
  • Account Manager – (AM)
  • Wimbledon
  • Client Services
  • 35 hours (flexibility required)
  • Director of Commercial Operations (DOCO)
  • Regular travel to client meetings and D&G sites

Job purpose:: To manage and assume accountability for the operational delivery of warranty products across designated accounts within a product sector. To work with the Sector Account Manager and assist with the management of a Client Account Team to ensure their allocated accounts and the sector achieve and exceed new business budgets. To ensure business plans and projects are progressed effectively and according to milestones. To ensure implementation of the most commercially sound end-to-end operational solutions.

Duties & Responsibilities:

  • Monitor and increase new business income on designated client accounts within a product sector, with accountability for achieving and exceeding budgets.
  • Assist with the management of a team responsible for the client accounts within designated sector, monitoring and assessing performance as measured by set KPIs, guiding personal development and carrying out performance reviews.
  • Take full account handling responsibility for specific client accounts.
  • Identify and implement the most commercially viable operational solutions for warranty schemes, campaigns and projects for accounts in designated product sector.
  • Support Sales in maintaining and building relationships with existing and new clients, providing exceptional operational expertise.
  • Attend or manage external client meetings and provide operational guidance.
  • Chair internal project meetings with colleagues/other depts.
  • Provide an escalation route for operational issues both internally and for clients. Take responsibility for resolving escalated issues through priority management, collaboration and coaching of team members.
  • Co-ordinate the set up and ongoing operational management of new accounts and schemes.
  • Demonstrate a thorough knowledge of D&G’s warranty business and systems and apply this to improve business processes.
  • Develop a thorough knowledge of the business and culture of clients within designated sector and use this to develop relationships and opportunities
  • Report monthly on new business against budget and other business performance indicators for designated Accounts, highlighting key achievements and issues arising, with an action plan for addressing issues.
  • Report monthly on performance and progress of team members, highlighting key areas for development.
  • Provide coaching for Account Handlers and Administrators when required on an ad-hoc basis.
  • Key involvement in recruitment / interviewing process for new team members when required.
  • Adhere to internal procedures and controls to ensure the integrity of the service to the client.
  • Understand compliance and current legislation related to warranty provision.
  • Be comfortable liaising with directors / senior managers internally and externally and discussing current affairs relating to warranties and the electrical business. Offering advice about existing products and promoting value added services.

Key Deliverables and Performance Indicators:

  • Achievement of warranty income generation against budget
  • Production and delivery of business plan for key accounts within designated sector
  • Contributing to Monthly sector new business and operational issues report
  • Monthly staff development report
  • Appropriateness, accuracy, timeliness and efficiency of new scheme / campaign set up throughout designated sector
  • Identification and resolution of operational issues
  • Demonstration of increased new business and renewal income, improved business processes and improved client relationship management.
  • Development of team members including performance review documents
  • Handling and responding to product queries from clients quickly, efficiently and accurately.
  • Monitoring the performance of clients with regard to targets and standards.
  • Keeping abreast of market conditions and developments.
  • Building up detailed knowledge about the company's products;
  • Collaborating with internal sections of the business in order to meet client demands and remain competitive;

 

Person Specification


Essential criteria:

Key competencies:

  • Inspirational leadership
  • Project and personal management
  • Product and service expertise
  • Attention to detail
  • Initiative
  • Communication and collaboration
  • Building effective relationships
  • Creating and delivering compelling propositions
  • Analytical thinking
  • Financial and operational awareness
  • Report writing
  • Organisation and planning
  • Time management
  • Commitment
  • Results driven
  • Self confidence
  • Focus on client/customer

Qualifications/Experience:

  • Extensive client account handling/ management or similar experience.
  • Experience in staff management.
  • A high level of literacy and numeracy and confidence in communicating with people at all levels of authority.
  • Confident user of Data Select, Microsoft Office, Adaytum, or other similar packages.

 


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