Job Type: Full Time, Office Based
About the Role
Ranson Barnes Recruitment Ltd is delighted to be partnering with a well-established and successful business in North Nottingham to recruit a Head of Account Management. This is a key leadership position with responsibility for an established customer-facing team alongside the management and development of a portfolio of strategic accounts. The role combines people leadership, customer experience and commercial account management, with approximately 70% of the position focused on leading and developing the team and 30% on directly managing key customer relationships.
The successful candidate will be responsible for driving performance across the department, developing the team, improving processes and service levels, and ensuring customers receive a consistently high level of support. You will also work closely with key accounts to strengthen relationships, identify opportunities for growth and improve revenue and profitability. This would suit an experienced Account Management, Customer Service or Sales leader who enjoys developing people but remains commercially driven and comfortable managing important customer relationships.
Key Responsibilities
* Lead, motivate and develop an established team of customer-facing professionals
* Conduct regular one-to-ones, performance reviews and development planning
* Manage team workloads, priorities and resources to maintain excellent service levels
* Establish, monitor and report against relevant KPIs
* Identify training and development requirements across the team
* Manage performance, attendance and other day-to-day people matters
* Act as a senior escalation point for complex customer queries and issues
* Review existing processes and procedures and implement improvements
* Monitor customer feedback and identify opportunities to improve the customer journey
* Work collaboratively with Sales, Purchasing and Operations to improve customer experience and commercial performance.
Alongside your leadership responsibilities, you will personally manage a portfolio of strategic customer accounts. Responsibilities will include:
* Build and maintain strong, long-term relationships with key customers
* Identify opportunities to grow existing accounts and increase customer spend
* Support improvements in revenue, margin and overall account profitability
* Conduct regular customer reviews and business meetings
* Support forecasting, reporting and wider commercial planning
* Identify potential risks within key accounts and take proactive action to improve retention
About You
We are looking for an experienced customer-focused leader who combines strong people-management skills with commercial awareness.
Ideally, you will have:
* At least 5 years’ experience within Account Management, Sales, Customer Service or a similar customer-facing environment
* Proven experience leading, supervising or managing a team
* A strong track record of coaching and developing people
* Experience managing important or strategic customer accounts
* Strong commercial awareness with an understanding of account growth, revenue and profitability
* Excellent communication and relationship-building skills
* The ability to analyse information, identify trends and make informed decisions
* Experience within manufacturing, engineering, industrial products or a similar B2B environment would be advantageous, although candidates from other relevant sectors will also be considered.
* Experience or understanding of budgeting, margins and wider financial performance would also be beneficial.
Benefits
* 5% employer pension contribution
* 24 days’ holiday plus bank holidays
* Birthday leave
* Health cash plan
* Long-service awards
If you’re interested in learning more about this opportunity, please get in touch or click apply now. Ranson Barnes Recruitment Ltd is an equal opportunities employer and is acting as an Employment Agency in this instance
Salary description
£40000.00 - £50000.00 per year