Account Support Manager - 12 Month FTC

ZEISS Vision Care UK; Birmingham; Hybrid; GBP 38,000 - 46,000; Full time

Benefits offered by this job

Salary benchmarked

Pension 10%

Bonus scheme

Private healthcare

Free ZEISS lenses

Job summary

ZEISS Vision Care UK in Birmingham is seeking an Account Support Manager to cover vacant territories within the ECP channel, with Tue-Thu in the office and Mon/Fri remote. You will manage day-to-day accounts, maintain relationships, and ensure continuity until a permanent manager is appointed.

The role requires strong remote account management, knowledge of the optical industry, and proficiency with CRM and Microsoft Office.

Qualifications

• Strong telephone and virtual communication with a customer-focused approach.
• Track record of remote account management and meeting sales or service targets.
• Knowledge of Optical Industry.
• Experience in a team environment and cross-functional support.
• Proficient with CRM systems and Microsoft Office.
• Commercial awareness and ability to identify sales opportunities.

Responsibilities

• Maintain relationships with customers in vacant territories and ensure service levels.
• Make regular outbound/inbound calls, visits, and emails to address needs.
• Monitor account activity and follow up on leads, orders and service issues.
• Identify high-value opportunities and refer to Divisional Manager.
• Be the main point of contact for customers.
• Maintain accurate CRM records of interactions and opportunities.
• Collaborate with sales team for smooth transition when permanent manager returns.
• Provide timely reports on territory performance and risks to RM.

Skills

Telephone skills

Virtual communication

Remote account management

Optical industry knowledge

CRM proficiency

Microsoft Office proficiency

Commercial awareness

Sales opportunity identification

Tools

CRM software

Microsoft Office

Job description

Job Title: Account Support Manager Location: Birmingham (Tues - Thurs) Remote (Mon/Fri) Department: Commercial Contract: Fixed Term contract 12months, Full-Time (37.5hrs per week)

PURPOSE OF THE ROLE

Carl Zeiss Vision UK are recruiting an Account Support Manager based at Gas Street to provide dedicated support to vacant/absent territories within the ECP channel. Maintaining customer relationships by managing day-to-day accounts needs via teams and telephone channels and ensuring business continuity until a permanent manager is appointed or absent manager returns. The role also identifies and qualifies larger opportunities referring them to the Divisional Manager for further development.

Key Deliverables:

• Maintain agreed service levels and relationships with 95% of customers having virtual visits in line with aladin segmentation requirements.
• Achieve 90% of the current average monthly sales performance for each territory.
• Identity and pass 100% of high value opportunities to the Divisional Manager within 48 hours.

Key Requirements of the role include:

• Manage trading customers in vacant/absent territories to maintain service levels and customer satisfaction.
• Conduct regular outbound and inbound calls, visits and email communication to address customer needs, resolve queries and promote relevant products and services.
• Monitor account activity and proactively follow up on leads, orders and service issues.
• Identify high-value opportunities and promptly refer these to the Divisional Manager for field engagement.
• Be the key point of contact for customer(s)
• Maintain accurate and updated records in the CRM system, ensuring all customer interactions and opportunities are logged.
• Collaborate with the wider sales team to ensure a smooth transition when the permanent account manager is appointed/returns.
• Provide timely reports and feedback on territory performance, customer concerns and potential risks to RM

REQUIRED KNOWLEDGE & EXPERIENCE Must have:

• Strong telephone and virtual communication skills with a professional customer focused approach.
• Track record of managing accounts remotely and/or achieving sales or service targets.
• Optical Industry knowledge.
• Experience working within a team environment and supporting cross functional colleagues.
• Competent in CRM systems and Microsoft office applications.
• Commercial awareness and the ability to identify sales opportunities

COMPANY OVERVIEW

We're ZEISS Vision Care UK, based in Birmingham; an exciting place to work, where individuals make a real difference every day. As part of the ZEISS group, we are an international leader in the field of optics, with over 34,000 employees across 50 countries around the globe. As the brand leader in lenses, we offer premium and pioneering products; innovation is at the heart of everything we do. Our brand enhances the lives and vision of millions of people around the world. In fact, 2 people every second put their trust in ZEISS lenses. We are proud of our heritage and have been at the forefront of scientific discovery and innovation since our creation in 1846. We are a foundation; this means we reinvest 12% of our revenue to fund research and education, supporting progress within the optical industry and across the community. We are more successful today than we have ever been, having celebrated double digit growth for the past ten years. We're not stopping here because we are focused on accelerating our growth even further, aiming to double our revenue by 2025. If you want to be part of making this difference, then ZEISS Vision Care UK is the right place for you!

OUR BENEFITS

• Salary benchmarked against the 400 biggest companies in the UK
• 10% Employer pension contribution (providing a 4 % employee contribution)
• Commercial Bonus Scheme
• Private Healthcare
• Free ZEISS lenses for you and discounted ZEISS lenses for your friends and family