Head of Account Management

Role title

Head of Account Management (Corporate & SME)

Reports to

Sales Director

Dept. Name

Customer Service

Staff supervised

10

Dept. Headcount

10

Role Purpose

Develop and manage the customer relationship function of the business so as to contribute to the profitable increase of the business’ growth and market share through targeted selling and superior customer service.

Key Task Types / Accountabilities

Contribution to Profit / Business

·      Contribute to the profitable growth of the business through active participation in management, pricing and risk meetings and in the development and enhancement of services to meet customer needs in keeping with the company’s mission of providing long-term strategic partnerships with clients by providing world class, sustainable, fleet management & leasing solutions.

·      Lead the Customer Relationship Management teams (Corporate & SME) in the penetration of existing client base through provision of superior customer service and value offerings.

·      Lead the Customer Relationship Management teams (Corporate & SME) in their quest to seek and write sustainable new business through provision of superior customer service and value offerings.

·      Understand trends in market and client demand, and manage changes to products, services and procedures in accordance with sgfleet’s strategic plans.

·      Understand and act upon cross-selling opportunities and champion this cause among the team.

·      Monitor customer service standards and identify areas requiring improvement.

·      Oversee the development and training of the Customer Relationship Management teams in product knowledge, selling and retention techniques

Leadership / Management

·      Manage the day to day running of the teams, supporting a safe, fair and rewarding environment for the team

·      Apply the management systems and processes of the organisation to effectively carry out accountabilities in relation to the department's resources (people and budget), including planning, decision-making, implementation, monitoring of outcomes, and reporting.

Risk Management

·      Identify and assess the risks that could prevent the business from achieving its strategies. Plan and execute risk mitigating procedures. On a regular basis, report and discuss the results of risk management performed within the area.

Client/Internal Client/Business Partners:

·      Provide superior service aligned with the client’s needs and the organisation’s business objectives.

·      Build strong internal relationships with other key members of the management team to ensure effective collaboration

KPI’s

·         Ensure team achieve monthly/quarterly/yearly sales budgets

·         Achieve strategic objectives

·         Ensure team achieve minimum activity levels

·         Attend and contribute to sales meetings

Qualifications and Experience Required

Essential

·      At least five years' experience in the fleet lease industry at senior level, involving product and market knowledge.

·      At least three years' experience in a similar role.

·      At least five years experience in Fleet Management or related financial services, including at least two years of Asset Finance industry experience.

·      Current full drivers licence

·      Flexibility for (overnight) travel

Desirable

·      Bachelor’s degree in a related discipline

·      Business economics / accounting experience

·      Proven business development and networking skills

·      Demonstrated experience in selling techniques