Strategic Account Director

OVERALL ROLE PURPOSE:  Responsible for strategic development of key partnership accounts, creating, agreeing and delivering strategic plans with customers generating demonstrable value for our key customers and the business

 KEY ACCOUNTABILITIES

SKILLS AND BEHAVIOURS

Role Specific

• Create and deploy the strategic business plan for each account and continuously monitor, measure and evolve where appropriate in line with client need and market/industry/legislation developments
• Identify key decisions makers and build strong relationships at senior executive level. Undertaking regular meetings with the DMU to agree key objectives to maximise opportunities and future account development and prevent customer from re-tendering 
• Work closely with the Customer Relationship Manager to deliver all elements of the contract and to exceed customer expectations
• Grow ‘share of wallet’ within portfolio of customers
• Lead and implement contract renewals and re-tendering processes
• Actively keep abreast of competitor, supplier, market and client industry activities and data
• Build strong internal partnerships across the business particularly with the Head of Customer Services and across other divisions
• To work within defined methodologies
• Ensure an appropriate flow of information/data from customer/market into relevant  stakeholder groups and systems
• Liaise with Propositions Team  and Pricing Team to ensure the optimal solution is provided to the client in a cost effective manner
• Enhance personal development, attend conferences/industry forums and deliver presentations as agreed.
• Commitment to company core values

Relationship Management

• Develop and build key stakeholder relationships within clients and suppliers to optimise potential growth opportunities

Financial Control

• Responsible for managing within an agreed budget

• Financial targets (units/profitability/cost etc. as detailed on commission plan)

• Achieve Customer Satisfaction targets

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

• Meet all agreed SLA’s and Key Performance Indicators (KPI’s).
• Reports – performance monitoring/measurement

Delivering Great Service

• Maintain a high level of service focus, ensuring Service Style is adopted and supported at all times.
• Keep abreast of market conditions and specific industry and organisational changes.

REQUIRED KNOWLEDGE & EXPERIENCE

REQUIRED QUALIFICATIONS

• Strong commercial and financial awareness
• Strong solutions based selling  experience within a business to business environment
• In-depth knowledge of key activities within client service/customer service function
• Ability to recognise highly profitable opportunities within existing accounts
• Proven track record of developing internal and external networks via relationship management techniques
• Experience of providing creative and innovative solutions for clients
• Able to demonstrate a proven track record of significant achievement and continuous improvement
• Able to demonstrate advanced presentation skills that are tailored to the needs of the audience
• Experience of identifying, leading and coordinating virtual teams
• Ability to apply a systematic and structured approach when managing a client change
• Fluent in business English language - written and verbal.
• Working knowledge of core Microsoft applications (Word and Excel).
• Experience of actively participating in a team environment, whilst demonstrating the capability to work independently.

• Degree educated or suitable industry qualification / experience led equivalent

WORKING ENVIRONMENT

• Full mobility required.
• Full current driving licence required.
• Home-based.