Customer Account Manager

Europa Worldwide Group; Cambourne; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Generous Time Off: Benefit from 25 days of annual leave.

Enhanced Family Leave: Benefit from enhanced pay.

Wellbeing Focus: Access to employee wellbeing programme.

Referral Rewards: Generous referral bonus.

Work-Life Balance: Excellent working culture.

Job summary

Europa Worldwide Group, a leading logistics company in the UK, is seeking a Customer Account Manager to oversee customer relationships and ensure satisfaction.

The ideal candidate will possess strong account management skills, drive commercial performance, and support a collaborative team environment. This role offers a competitive salary between £35k - £50k depending on experience, along with benefits such as generous time off and employee wellbeing resources.

Qualifications

• Experience in managing key customer accounts.
• Must have a full UK driving license.
• Strong commercial awareness and performance tracking.

Responsibilities

• Take ownership of assigned customer accounts.
• Achieve customer valuation targets for GP and consignments.
• Monitor and report on Key Performance Indicators for customer service.
• Support and develop the customer service team.

Skills

Account management

Organisational skills

Team collaboration

Revenue opportunities identification

Proactive problem-solving

Job description

Europa Worldwide Group is an ambitious and independently owned logistics business. We operate across three divisions - Europa Road, Europa Air & Sea, and Europa Warehouse – and our continued success has earned us a place in The Sunday Times Top Track 250 for three consecutive years.

With 15 sales offices across the UK and Ireland, plus a strong and expanding international footprint in Europe, and countries such as, Hong Kong, China, India, and Dubai, we’re investing heavily in our people, our infrastructure, and our future.

If you’re looking to be part of a forward-thinking organisation where your contribution genuinely makes an impact, Europa is a place where you can grow and thrive.

We are looking for

To support the Branch Manager in the delivery of building and maintaining key, existing and new customers within the branch, ensuring that the Branch Manager is kept fully updated on all facets of operation. The Customer Account Manager is responsible for monitoring all the customer service processes, focusing on retention and customer growth whilst ensuring processes are relevant and compliant for the customers to ensure that information is communicated by providing an excellent service.

What can we offer in return?

• Competitive salary between £35k - £50k depending on experience.
• Free car parking.
• Generous Time Off: Benefit from 25 days of annual leave.
• Enhanced Family Leave: Benefit from enhanced maternity, paternity, and adoption pay.
• Benefits portal: where you access a wide range of exclusive discounts, company benefits, wellbeing resources and much more.
• Wellbeing Focus: Access our employee wellbeing programme for your overall health and happiness.
• Referral Rewards: Generous referral bonus when you refer a friend to work with us!
• Work-Life Balance: Thrive in a fantastic working culture that promotes an excellent work-life balance.
• Recognition Programs: Celebrate your contributions with our charity 50-50 and long service awards.

What you will be doing:

• Take full ownership and commercial responsibility for the customers that are assigned to you by the Branch Manager.
• To hit or exceed monthly and yearly “customer valuation” targets for both GP & consignments for those assigned customers.
• To deliver no more than the “erosion allowance” set out by the business at the start of every year.
• Support the Branch manager in attracting, retaining, and developing the very best quality of people within the customer service function, by leading the team and ensuring that the team are equipped and motivated with the right skills, knowledge, and competencies to meet customers’ expectations and achieve business results.
• Provide and maintain an excellent level of customer service for all accounts on behalf of the branch through quarterly / six monthly business reviews face-to-face, supplemented by monthly Teams meetings.
• Use the internal CRM to schedule and complete a monthly check-in with each customer.
• Monitor customer trading performance identifying down traders and taking appropriate action through the GPR screens. A focus on customer retention is paramount.
• Monitor Key Performance Indicators for customer service ensuring that the Branch Manager is fully briefed. Namely, quote conversion analysis, customs rejections & job load count.
• Support the Branch manager by monitoring and delegating the customer service team’s workload in line with the customer requirements and the needs of the business.
• Conduct weekly team debriefs with each operator individually – preparing a branch summary to present action points to the Branch Manager.
• Conduct effective and thorough employee appraisals, outlining and reviewing all responsibilities of the employee and their job role, and ensuring key objectives are set with a clear focus.
• To problem solve, apply appropriate corrective actions minimising the impact to the customer and avoiding further escalations.
• Deliver coaching and training via regular one-to-one and group sessions with your team, ensuring that they are performing as anticipated and feeding back to the branch manager, including commercial acumen training.
• Ensure the team are working in harmony with other internal departments within the Europa organisation ensuring that issues are dealt with in a timely manner
• Understand and implement company policies, procedures and best practices within the business to achieve the best results for the branch. Ensure you comply and follow our company values, which we refer to as ‘Our Approach to Business’.
• Proactively drive sales performance by maximising opportunities across your assigned customer portfolio.
• Deliver results by effectively engaging customers through all sales channels, including face‑to‑face meetings, virtual meetings, and telephone communication.
• Undertake any other duties as requested by your line manager, commensurate with the role.

Our Ideal Person:

• Experienced in managing key customer accounts.
• Organised and pro-active, able to balance strategic account development with day-to-day delivery.
• Supportive and collaborative, empowering team members to deliver their best work.
• Commercially sharp, with a strong eye for revenue opportunities and account performance.
• Must have a full UK driving license.

Europa Worldwide Group do not accept agency CV submissions unless specifically requested/ engaged with the role by the Internal Talent Team. Please do not submit speculative CV’S to our Talent Team, Colleagues, Hiring Managers, or any branches/locations directly. Europa will not be responsible for any fees related to CV’s received in this unsolicited manner.

Please note - if you submit your CV, you are giving Europa Worldwide Group Ltd, and its subsidiaries consent to hold your personal data. All applications will be dealt with according to General Data Protection Regulations. Europa Worldwide Group are committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note that an offer of employment is subject to the completion of a satisfactory pre-employment checks.