Sales Account Manager

Hollybank Trustees Ltd; Poole; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Profit share

Perks at Work

Free lunch Fridays

Dress down Fridays

Cycle to Work

Birthday vouchers

Workplace massage

EAP

Social events

Job summary

Hollybank Trustees Ltd in Poole is seeking an experienced Account Manager to join our office-based Sales team. You will manage customer accounts, respond to enquiries, prepare quotes, and drive growth.

You will analyze accounts, build relationships, collaborate with internal teams, and maintain accurate CRM records to support service excellence.

Qualifications

• B2B or B2C experience.
• Comfortable communicating by phone and in virtual meetings.
• Ability to analyse data to identify opportunities.
• Willingness to develop product and industry knowledge.
• Strong relationship-building skills with customers and colleagues.
• Capable of multitasking under pressure with a positive attitude.

Responsibilities

• Respond to customer email enquiries within agreed timeframe.
• Manage quotes and coordinate with other departments for accuracy.
• Document all customer interactions on the CRM with accuracy.
• Analyse accounts to identify growth and profitability opportunities.
• Identify and upsell existing or whitespace products.
• Maintain positive client relationships through service delivery.
• Engage with category management, fulfilment, and operations teams.
• Keep track of NPS scores and seek feedback for improvement.
• Create memorable service interactions at each touchpoint.
• Maintain up-to-date knowledge of customer accounts and contacts.
• Schedule account reviews with BDM and Sales Support.
• Follow processes for customer accounts and highlight special processes.
• Use company systems to analyze data and provide meaningful commentary.
• Collaborate with shared service teams (Finance, Marketing, Procurement).
• Adopt a right first time approach.

Skills

B2B or B2C experience

Phone & virtual meetings

Commercial acumen

Product knowledge

Industry knowledge

Relationship building

Multitasking under pressure

Job description

We’re looking for an experienced Account Manager to join our office-based Sales team.

• Account Manager
• Hours: 40 hours per week, 8-5pm Mon-Fri
• Location: Poole

What you will be doing

• Respond to customer email enquiries within agreed timeframe.
• Manage requests for quotes and follow up as required, engaging other departments to ensure accuracy of information (inc. stock availability, delivery schedules, pricing etc).
• Document all customer interactions on CRM system, including calls, emails, tasks, projects, opportunities. Ensuring that information inputs are accurate and up to date.
• Analyse each customers’ accounts to assess and identify opportunities to drive growth and profitability.
• Identify and sell existing or new whitespace products.
• Actively maintain positive client relationships through service delivery, anticipating needs and potential issues.
• Research and understand product availability, actively engaging with category management, fulfilment, and operations teams.
• Keep track of NPS scores, seeking customer feedback to identify areas for improvement.
• Create memorable service interactions at each customer touch point.
• Maintain an in-depth knowledge of customer accounts, tracking any changes in personnel, decision makers, key contacts or potential changes in business circumstances.
• Schedule customer account reviews with BDM and Sales Support.
• Document and follow all processes specific to customer accounts (update as required). Ensuring any ‘special’ processes are clearly highlighted and adhered to
• Utilise company systems to draw and interrogate the data to provide customer with meaningful commentary.
• Proactively work as part of the broader sales team and the sales shared service team to aid the development of business opportunities.
• Follow Tower processes and procedures to support efficient and effective working with shared service functions (i.e. Finance, Marketing, Procurement).
• Adopt a ‘right first time’ approach to all actions and interactions.

Skills & Experience

• B2B or B2C Experience.
• Comfortable with interacting on the phone and in virtual meetings with customers
• Appetite to develop commercial acumen (ability to analyse and interpret data leading to additional business opportunities and wins).
• Appetite to develop both product and industry knowledge.
• Ability to build strong relationships with both customers and colleagues.
• Ability to multitask under pressure, while remaining enthusiastic and positive , with a can-do attitude

What’s in it for you

• Modern open plan office
• Monthly profit share bonus scheme
• Perks at Work scheme
• Free lunch every Friday
• Charity dress down day every Friday
• Cycle to Work scheme
• Complementary Birthday vouchers
• Subsidised workplace massage
• Employee assistance programme (EAP)
• Company social and corporate events

Who we are

We’re a fast-paced, forward-thinking global solutions provider who is redefining operational excellence for businesses. We’re famous for our fantastic customer service and for creating comprehensive solutions that help our customers stay ahead in an ever-changing world.

Where you work

Our open plan office encourages teamwork and communication. You will be working in a respectful environment surrounded by people that care about you just as much as our customers. We also believe diversity is the key to a success. That means your voice will always be heard no matter your role, and there will always be the opportunity to make a big impact.

Who you are

You are someone who brings passion, drive and emotional intelligence to everything you do.

You are the kind of person who leans in, takes ownership and genuinely cares about the customer experience.

You have a proactive mindset, always thinking one step ahead and anticipating what people need before they even ask. Tenacity is part of your DNA; you don’t give up easily and you take pride in delivering a brilliant service every time.

You’re able to build strong, trusted relationships with people at every level. A true self-starter, you manage your own workload confidently and thrive when given autonomy.

Your communication skills, both written and verbal are polished, professional and adaptable to any audience. And above all, you’re an energetic team player who knows the value of collaboration, bringing positivity and support to your colleagues every day.