Senior Customer Relationship Manager - SMR

The AA; West Midlands; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Annual bonus

Car allowance

Private medical insurance

25 days annual leave

Pension contribution

AA breakdown membership

GP access & wellbeing support

Job summary

The AA is seeking a Senior Customer Relationship Manager - SMR to own a portfolio of major relationships in the Midlands field. This permanent, full-time role offers ownership of profitability, pricing, and service delivery across high-value contracts, with direct exposure to senior stakeholders up to Board level.

You will negotiate at senior levels, drive KPI performance, and coordinate cross-functional teams to deliver value, retention and growth.

Qualifications

• Strong commercial acumen with experience managing complex customer relationships, contracts and profitability.
• Demonstrable negotiation capability across significant commercial deals and trading relationships.
• The ability to build credibility and influence with senior internal and external stakeholders, including Managing Director level.
• Strong problem-solving and innovative thinking when shaping complex service solutions and new opportunities.
• Confidence analysing management information and performance measures to identify practical improvements and commercial actions.
• Excellent written, verbal and presentation skills, with the ability to work independently and deliver under tight timescales.

Responsibilities

• Own and develop a portfolio of major customer relationships, strengthening retention, profitability and long-term value for The AA and its customers.
• Lead commercial, pricing and contract negotiations at senior level to protect portfolio profitability and support new business conversion and retention.
• Drive financial and customer KPI performance across key accounts, using management information to identify improvement actions and growth opportunities.
• Coordinate virtual teams across The AA and manage direct team support to ensure high-value contractual obligations and service outcomes are delivered effectively.
• Develop product, service and system opportunities through to delivery, helping increase customer value, revenue and greater share of wallet.
• Manage customer, partner and internal interfaces so operational procedures, data processes and legal agreements support effective contract delivery.
• Prepare and present tailored proposals, tenders and commercial solutions up to Board level, while keeping the business informed of relevant market developments.

Skills

Relationship management

Negotiation

Stakeholder engagement

Commercial acumen

Presentation skills

Problem solving

Job description

Senior Customer Relationship Manager - SMR

• Full-time
• Business Unit: Roadside Services

Location: Midlands (Field Based)

Employment Type: Permanent

Why Join Us?

• Field-based UK role with ownership of a portfolio of major customer relationships.
• Annual bonus, car allowance and private medical insurance.
• Shape long-term customer partnerships, growing value through retention, incremental revenue and greater share of wallet.
• Influence commercial performance and service delivery across complex, high-value customer contracts.
• Build senior-level exposure across The AA and major customers, with opportunities to deputise for the Sector Head and mentor colleagues.

Company Description / Business Unit

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times “Best Places to Work” for the last two years.

This is a high-impact commercial relationship role focused on strengthening and growing The AA’s major customer partnerships within Service Maintenance and Repair. You’ll take ownership of existing Prestige customer relationships and newly onboarded contracts, helping to protect retention, improve performance and unlock additional value across each account.

You’ll manage the commercial and contractual picture end to end: from profitability, pricing and KPI performance to service delivery, product development and growth opportunities. Working across The AA’s functions and with customer stakeholders up to Board and Managing Director level, you’ll bring people together around clear outcomes and ensure complex contracts deliver for customers and the business.

You’ll thrive here if you combine commercial judgement with confident relationship management, clear communication and practical problem solving. The role calls for someone comfortable working independently in the field, influencing senior stakeholders and turning insight into action across a varied portfolio.

Key Responsibilities

• Own and develop a portfolio of major customer relationships, strengthening retention, profitability and long-term value for The AA and its customers.
• Lead commercial, pricing and contract negotiations at senior level to protect portfolio profitability and support new business conversion and retention.
• Drive financial and customer KPI performance across key accounts, using management information to identify improvement actions and growth opportunities.
• Coordinate virtual teams across The AA and manage direct team support to ensure high-value contractual obligations and service outcomes are delivered effectively.
• Develop product, service and system opportunities through to delivery, helping increase customer value, revenue and greater share of wallet.
• Manage customer, partner and internal interfaces so operational procedures, data processes and legal agreements support effective contract delivery.
• Prepare and present tailored proposals, tenders and commercial solutions up to Board level, while keeping the business informed of relevant market developments.

You’ll Bring

• Strong commercial acumen, with experience managing complex customer relationships, contracts and profitability.
• Demonstrable negotiation capability across significant commercial deals and trading relationships.
• The ability to build credibility and influence with senior internal and external stakeholders, including Managing Director level.
• Strong problem-solving and innovative thinking when shaping complex service solutions and new opportunities.
• Confidence analysing management information and performance measures to identify practical improvements and commercial actions.
• Excellent written, verbal and presentation skills, with the ability to work independently and deliver under tight timescales.

Nice to Have

• Experience developing new products, services or systems in support of customer and commercial outcomes.
• Experience working with legal representatives and third parties on commercial agreements.
• Exposure to the motor industry, industry associations, exhibitions or conferences.

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do our best work. Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits

We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

• 25 days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme