Relationship Director (Head of Account Management)

OVERALL ROLE PURPOSE

Create and maintain a working environment where employees are highly motivated and focused, and able to perform to their optimal level to deliver retention and growth within a defined customer portfolio.  Manage the Account Directors & Account Managers, directing tasks as appropriate to ensure customer needs are met and all internal targets are achieved.

 KEY ACCOUNTABILITIES

Role Specific

• Manage client portfolio through the Account Managers and Account Directors to meet sales retention and growth targets
• Support AD’s and AM’s in defining individual client growth strategies
• Encourage and nurture strong working relationships with key internal stakeholders
• Develop and coach field based sales teams in aspects of their role in the sales process
• Assist in managing any Corporate Sales change projects through to successful completion
• Manage all aspects of employee related budgets and headcount plans ensuring balance between cost efficiencies and work requirements
• Operate within defined methodologies
• Manage and deliver people strategy within remit of role
• Actively input into Corporate Sales strategic and operational plans as directed by Corporate Sales Director to ensure all internal business targets are met
• Liaise with clients to ensure issues are managed and resolved, acting as a point of escalation as required
• Communicate relevant Company and client information to employees on a regular basis
• Identify and help resolve any conflict to the satisfaction of all parties
• Development/growth/extra curricular activities (conferences/industry forums attended, presentations)

Relationship Management

• Build relationships and develop the trust of the customer and/or drivers.
• Encourage co-operation and communication within peer group and across teams and wider  organisation where appropriate

People Management

• Accountable for the performance management of employees within defined area of responsibility, including completion of reviews within Performance Review  process.
• Responsible for ensuring that employee development needs are recognised and supported and that ongoing development is encouraged.  This includes championing and supporting the use of Individual Development Plans (IDP’s).
• Responsible for all aspects of resource management within defined area of responsibility, including planning, resourcing and recruitment.
• Manage recruitment and selection and general employee relations issues with the support of the HR Business Partner
• Manage all aspects of employee related budgets and headcount plans ensuring balance between cost efficiencies and work requirements.
• Adherence to the Company’s Health and Safety Policy ensuring all employees, within areas of responsibility, are compliant under the same policy.  Ensuring that a safe and healthy working environment is encouraged at all times.
• Lead by coaching, rewarding and guiding employees towards achieving targets
• Create an environment of trust, confidence and empowerment where employees take ownership and accountability for their duties
• Act as a role model through personal demonstration of people management best practice techniques and Company employee policies, values and behaviours

Financial Control

• Responsible for managing within an agreed budget
• Responsible for budget and headcount targets as agreed.

Reporting & Systems (including Service Level Agreements - ‘SLAs’)

• Meet all agreed SLA’s and Key Performance Indicators (KPI’s).
• Complete management reports as required and takes action to investigate anomalies
• Performance monitoring/measurement

Delivering Great Service

• Maintain a high level of service focus.
• Keep abreast of market conditions and specific industry and organisational changes.

Operational Risk

• Management ensures that staff in their area of responsibility understand the main tasks and responsibilities with respect to operational risk management in their day-to-day activities.

REQUIRED KNOWLEDGE & EXPERIENCE

REQUIRED QUALIFICATIONS

• Demonstrates integrity and honesty in all people management and business activities
• Considerable experience of managing employee relations issues
• Proven track record of recruiting high calibre employees
• Proven track record of leading and motivating people individually and within teams
• Experience of developing high performing individuals / teams
• First class interpersonal skills with the ability to influence both inside and outside the organisation
• Strong drive to achieve with a proven ability to deliver results both in new business and existing client relationships
• High level of commercial and financial awareness essential to running the business responsibly
• Experience of working in a commercial customer facing business to business environment and leading and developing a field based team
• Detailed understanding of the key tasks of sales and account management
• Fluent in business English language - written and verbal.
• Working knowledge of core Microsoft applications (Word and Excel).
• Full understanding of relevant industry products, processes and systems.

• Degree educated or experience led equivalent

WORKING ENVIRONMENT

• Full mobility required.
• Full current driving licence required.
• Home-based but with the expectation that will be in head office c. 1 day per week