Desk Based Account Manager

Adecco; Hempstalls; Sur place; GBP 25 000 - 31 000; Plein temps

Résumé du poste

Adecco Group UK & Ireland is seeking a Desk Based Account Manager to join our team in Stoke-on-Trent. You will manage a portfolio of customer accounts, acting as the primary contact for day-to-day queries and support, and you will drive growth through trusted relationships and proactive service delivery.

You will collaborate with internal teams to ensure smooth service delivery, renewals, and pricing discussions while monitoring KPIs and reporting on trends.

Qualifications

• Previous experience within Account Management, Customer Success or a customer-facing role.
• Strong relationship-building skills with the ability to manage and develop key accounts.
• Commercially aware with a proactive approach to identifying growth opportunities.
• Experience using CRM systems and Microsoft Excel.
• Excellent communication and stakeholder management skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Comfortable analysing data, reviewing performance and identifying trends.
• A customer-focused approach with strong problem-solving abilities.

Responsabilités

• Manage a portfolio of customer accounts and be the main point of contact for day-to-day queries and support.
• Build strong relationships with customers, gaining a clear understanding of their business needs and objectives.
• Deliver a high level of customer service and ensure client expectations are consistently met.
• Work closely with internal teams to ensure smooth service delivery and resolve any issues efficiently.
• Identify opportunities to grow existing accounts through additional services and commercial opportunities.
• Support contract renewals, account reviews and pricing discussions.
• Monitor account performance, analyse KPIs and provide recommendations for improvement.
• Produce regular reports, track trends and investigate any service-related issues.
• Liaise with customers regarding future demand, forecasts and upcoming activity.
• Coordinate with operational teams to ensure adequate resources and capacity.
• Maintain accurate customer records using CRM systems and ensure all account activity is logged correctly.
• Support the onboarding of new customers and ongoing account development.

Connaissances

Account Management

Relationship Building

Communication Skills

Stakeholder Management

Organisational Skills

Data Analysis

Outils

CRM Systems

Microsoft Excel

Description du poste

Desk Based Account Manager

Location: Stoke-on-Trent

Salary: 28,000 + bonus

Hours: Full Time, Monday to Friday

An exciting opportunity has arisen for an experienced Desk Based Account Manager to join a growing organisation.

Key Responsibilities

• Manage a portfolio of customer accounts and be the main point of contact for day-to-day queries and support.
• Build strong relationships with customers, gaining a clear understanding of their business needs and objectives.
• Deliver a high level of customer service and ensure client expectations are consistently met.
• Work closely with internal teams to ensure smooth service delivery and resolve any issues efficiently.
• Identify opportunities to grow existing accounts through additional services and commercial opportunities.
• Support contract renewals, account reviews and pricing discussions.
• Monitor account performance, analyse KPIs and provide recommendations for improvement.
• Produce regular reports, track trends and investigate any service-related issues.
• Liaise with customers regarding future demand, forecasts and upcoming activity.
• Coordinate with operational teams to ensure adequate resources and capacity are in place.
• Maintain accurate customer records using CRM systems and ensure all account activity is logged correctly.
• Support the onboarding of new customers and ongoing account development.

Skills & Experience

• Previous experience within Account Management, Customer Success or a customer-facing role.
• Strong relationship-building skills with the ability to manage and develop key accounts.
• Commercially aware with a proactive approach to identifying growth opportunities.
• Experience using CRM systems and Microsoft Excel.
• Excellent communication and stakeholder management skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Comfortable analysing data, reviewing performance and identifying trends.
• A customer-focused approach with strong problem-solving abilities.

Desirable Experience

• Experience within logistics, fulfilment, supply chain or e-commerce environments.
• Knowledge of order fulfilment, returns processes and service level agreements (SLAs).
• Experience using Salesforce, WMS or other business reporting systems.
• Understanding of both B2B and direct-to-consumer operations.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.