Key Account Manager

Normec Group; Hemel Hempstead; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Pension

Enhanced parental leave

22 days holiday plus bank holidays

Job summary

Normec i2 FAST, Hemel Hempstead, is seeking a proactive Senior Account Manager to drive growth and customer value within a portfolio of key accounts. You will build relationships with decision makers, lead reviews, and coordinate cross‑functional teams to deliver on commitments.

You will maintain CRM records, monitor performance metrics, and develop strategic account plans. The role requires commercial acumen, strong communication, and the ability to translate data into actionable insights.

Qualifications

• Impeccable written and verbal communication ability.
• Commercially aware, numerate and confident interpreting customer, revenue and performance data.
• Understanding of customer service, complaint resolution and account management processes.
• Close attention to detail and an understanding of operating within a quality system.
• Reliable with good time-keeping.
• Strong prioritisation and organisational skills.
• Positive attitude towards change.
• Adaptability to use various in-house systems and processes.

Responsibilities

• Develop a thorough understanding of each assigned Key Account’s immediate needs, future requirements and strategic priorities, and ensure these are effectively addressed.
• Deliver an exceptional level of customer service, building strong relationships that support customer satisfaction, loyalty and retention.
• Develop and maintain relationships with key decision makers and influencers across customer organisations at both operational and strategic levels.
• Schedule and lead customer review meetings online and in person to gain feedback on performance, identify additional service lines and keep customers informed of relevant company developments and new service offerings.
• Support Key Accounts with portal setup and utilisation.
• Deliver annual revenue growth and retention targets across the assigned Key Account portfolio.
• Expand share of wallet through new business opportunities, projects and tender submissions.
• Implement agreed price increases and identify opportunities to improve account profitability.
• Develop, maintain and deliver strategic account plans for assigned Key Accounts.
• Analyse and report on down‑trading and up‑trading accounts, identifying risks and opportunities and recommending appropriate actions.
• Provide monthly account performance reports to the management and sales teams.
• Compile and deliver KPI and financial reports for Key Accounts as required.
• Provide accurate account forecasts, pipeline updates and risk assessments to the commercial leadership team.
• Monitor NPS performance and ensure detractor cases relating to assigned Key Accounts are investigated and closed out.
• Maintain accurate CRM records for assigned Key Accounts, including key customer contacts, organisational structures, agreements, contracts and correspondence.
• Support the Accounts team in resolving overdue balances and payment issues relating to assigned Key Accounts.
• Take ownership of queries, quotations and service issues relating to assigned Key Accounts, coordinating with the appropriate internal teams to ensure timely resolution.
• Coordinate with laboratory, logistics and other internal teams to ensure the operational requirements of assigned Key Accounts are understood and effectively delivered, with customers kept informed of any service issues or delays.
• Act as an ambassador for the company brand and values.
• All staff are responsible for their own training records. Training records must be up to date to progress within the career model.

Skills

Communication

Commercial awareness

Numeracy

Customer service

Account management

Time management

Organisational skills

Adaptability

Job description

Are you interested in Science and keen to pursue a career where you can make a meaningful impact?**Step Into the Role**

Customer & Stakeholder Management

• Develop a thorough understanding of each assigned Key Account’s immediate needs, future requirements and strategic priorities, and ensure these are effectively addressed.
• Deliver an exceptional level of customer service, building strong relationships that support customer satisfaction, loyalty and retention.
• Develop and maintain relationships with key decision makers and influencers across customer organisations at both operational and strategic levels.
• Schedule and lead customer review meetings online and in person to gain feedback on performance, identify additional service lines and keep customers informed of relevant company developments and new service offerings.
• Support Key Accounts with portal setup and utilisation.

Commercial Growth & Account Development

• Deliver annual revenue growth and retention targets across the assigned Key Account portfolio.
• Expand share of wallet through new business opportunities, projects and tender submissions.
• Implement agreed price increases and identify opportunities to improve account profitability.
• Develop, maintain and deliver strategic account plans for assigned Key Accounts.
• Analyse and report on down‑trading and up‑trading accounts, identifying risks and opportunities and recommending appropriate actions.

Commercial Reporting & Forecasting

• Provide monthly account performance reports to the management and sales teams.
• Compile and deliver KPI and financial reports for Key Accounts as required.
• Provide accurate account forecasts, pipeline updates and risk assessments to the commercial leadership team.
• Monitor NPS performance and ensure detractor cases relating to assigned Key Accounts are investigated and closed out.

Account Administration & Governance

• Maintain accurate CRM records for assigned Key Accounts, including key customer contacts, organisational structures, agreements, contracts and correspondence.
• Support the Accounts team in resolving overdue balances and payment issues relating to assigned Key Accounts.
• Take ownership of queries, quotations and service issues relating to assigned Key Accounts, coordinating with the appropriate internal teams to ensure timely resolution.

Collaboration & Company Responsibilities

• Coordinate with laboratory, logistics and other internal teams to ensure the operational requirements of assigned Key Accounts are understood and effectively delivered, with customers kept informed of any service issues or delays.
• Act as an ambassador for the company brand and values.
• All staff are responsible for their own training records. Training records must be up to date to progress within the career model.

These duties are by no means exhaustive and should not be interpreted as a complete definition of the role.

Our Offer

Hemel (free onsite parking)37.5 hours (5 days per week)

Company benefits include…

• Pension
• Enhanced parental leave
• 22 days holiday plus bank holidays

Your Profile

• Impeccable written and verbal communication ability.
• Commercially aware, numerate and confident interpreting customer, revenue and performance data.
• Understanding of customer service, complaint resolution and account management processes.
• Close attention to detail and an understanding of operating within a quality system.
• Reliable with good time-keeping.
• Strong prioritisation and organisational skills.
• Positive attitude towards change.
• Adaptability to use various in-house systems and processes.

Your New Workplace

Normec i2 FAST is a scientifically founded and led laboratory. Launched in 2019, Normec i2 FAST provides pesticides, microbiology, contaminants, and nutritional testing for the food and allied industries. The Normec i2 FAST food testing laboratory is conceived by experienced chemists and microbiologists. The laboratory realises ultra‑efficient process flow and utilises newest technologies to satisfy demanding food industry requirements and comply with changing food legislation. A similarly smart custom‑programmed Data Management System delivers streamlined samples processing and data management.

About Normec

I2 Fast is part of Normec, a leading organization in the Testing, Inspection, Certification, and Compliance (TICC) industry. Our expertise covers essential areas such as water, air, and soil quality, fire safety, and food safety, ensuring the highest standards of quality and safety across various sectors. Founded in 2016, Normec is an ambitious, independent, and fast‑growing organization with approximately 6,500 colleagues. We offer our colleagues the opportunity to actively contribute to our mission while simultaneously developing their own careers within a dynamic and rapidly growing organization. Together, we work on impactful solutions for our clients and on a sustainable future. The culture within Normec is informal, open, energetic, and entrepreneurial, and is anchored in our GROWTH principles. Through our The Normec Fit program, which brings these principles to life, we ensure that not only our company grows, but also everyone who is part of it.

Interested? Let’s Talk! If you would like to speak more about this role, please reach out!

At Normec, we share one ambition: making the world safer, healthier and more sustainable.
Our culture is shaped by trust, respect, and a commitment to doing meaningful work together. We believe growth isn’t defined by size. It’s defined by people.
You grow through the impact you make, whether it’s improving product quality, ensuring building safety, strengthening systems, delivering reliable lab results or earning a client’s trust.
Founded in 2016, Normec has grown into a leading European partner in testing, inspection, certification and compliance. Through dozens of acquisitions and collaborations, we combine local expertise with international scale.
Entrepreneurship is in our DNA. From lab analyses to inspections on major infrastructure projects, our diversity shapes both our work and our culture.

Window of Opportunities

Today, we have over 5,000 motivated employees working to improve our clients' organisations every day. We are the proud employer of professionals with years of experience in and knowledge of the industry in which they operate.

Knowledgeable. Enterprising. Ambitious. Diligent. Traits that are recognizable among the more than 5,000 Normec employees. We have a love of science and legislation but also always recognize a window of opportunities. Opportunities for our clients and our employees