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Job Description
Profile & Other Information
- Ability to define and deliver strategic and commercially focused end to end customer account management services
- Ability to define and deliver world class customer service strategy
- Customer account management experience, with knowledge of contracting, pricing & account profitability
- Strong commercial/customer service management background
- Previous experience of managing a large team & team managers
- Evidenced commercial acumen / experience of managing budgets
- Effective communication skills are essential; comfortable dealing with senior level contacts
- Proven track record of self motivation and motivation of others
- Strong influencing and problem solving skills are essential, as is willingness to take ownership
- Proven ability to understand customer requirements vs. operational capabilities and commercial considerations
- Creative and reasoned decision maker; proven ability to make effective & timely decisions, often in pressurised situations
- Experience of managing multiple & complex processes
- Previous experience of defining and implementing KPIs and metrics, as well as a focus on metrics as a business tool for delivering value both internally and externally
- Strong management reporting and analysis skills
- Excellent networking and collaboration skills
- Effective presentation skills
- Previous experience of managing complex service offers & delivering contractual SLAs
- Knowledge / experience of quality & continuous improvement systems, tools & techniques
- Previous experience of Financial Services or manufacturing desirable
- Project delivery skills are desirable
- Experience of working in a global organisation is an advantage