Key Account Executive

Arrow Industrial Group has been a trusted industry specialist since 1986. We deliver security, reliability, and innovation to customers nationwide, providing advanced solutions across industrial doors, automatic entrance systems, loading bays, gates, and barriers. Our comprehensive product portfolio includes commercial and industrial roller shutters, sectional overhead doors, hinged and high-speed doors, automatic doors, fire shutters, fire doors and smoke curtains, traffic doors, and a wide range of automated gates and barriers.

The Key Account Executive is responsible for the overall management and administration of assigned key customer accounts. Acting as the primary day-to-day contact for customers, the role combines account coordination, operational support and account management activities to ensure service excellence, customer retention and profitable growth. The successful candidate will manage all administrative and operational aspects of their accounts whilst identifying commercial opportunities, developing customer relationships and supporting the delivery of account growth objectives.

Key Responsibilities

• As the primary day-to-day contact for assigned customer accounts, you will build and maintain strong working relationships with key stakeholders within customer organisations.
• Conduct regular account reviews and customer meetings, develop account plans to support customer retention and growth, and proactively identify opportunities for additional services, projects and contract expansion.
• Support contract renewals, pricing reviews and commercial negotiations while monitoring customer satisfaction and addressing any concerns to ensure a consistently high level of service.

Account Coordination & Administration

• Take ownership of all account administration activities, ensuring customer records remain accurate and up to date across customer portals, databases and CRM systems.
• Coordinate service delivery requirements, process and monitor quotations, purchase orders and contract documentation, and produce regular customer reports, KPI packs and performance summaries.
• Track actions, projects and service issues through to completion, manage invoice queries and support debt resolution activities where required.

Commercial & Sales Activities

• Support the achievement of account revenue and gross margin targets by identifying opportunities for reactive works, projects, planned preventative maintenance (PPM) contracts and additional services.
• Prepare quotations and commercial proposals, monitor pipeline opportunities and maintain accurate forecasting within CRM systems.
• Support tender submissions, major contract opportunities, pricing reviews and wider commercial activities that contribute to business growth.

Operational Support

• Work closely with the service delivery, operations and finance teams to ensure customer requirements are met and service delivery remains aligned with contractual commitments.
• Elevate service issues where required, coordinate timely resolutions, monitor contractual performance against agreed KPIs and SLAs.
• Support the mobilisation of new customer contracts and projects, and manage customer expectations throughout service delivery.

Key Performance Indicators (KPIs)

• Account revenue growth
• Gross margin performance
• Quotation conversion rates
• Customer satisfaction scores
• CRM compliance and data quality
• Invoice query resolution times
• Achievement of account development objectives
• Contract renewal success rate

Skills & Experience

• Experience in account management, customer service or commercial support.
• Excellent organisational and administrative skills, strong communication and relationship-building abilities.
• Commercial mindset with the ability to identify sales opportunities.
• Proficient in Microsoft Office and CRM systems.
• Excellent attention to detail with the ability to prioritise workloads effectively.

Desirable

• Experience within facilities management, industrial services, engineering or technical service environments.
• Knowledge of service contracts, SLAs and KPI reporting.
• Experience using systems such as HubSpot, SAP, BigChange or JobWatch.
• Tender and proposal preparation experience.

Personal Attributes

• Customer focused
• Commercially minded
• Highly organised
• Proactive and self-motivated
• A strong problem solver
• A professional and confident communicator
• Able to build credibility with operational and senior customer stakeholders
• A collaborative team player

Within 6 Months, the Key Account Executive Will:

• Become the recognised day-to-day contact for assigned customers.
• Deliver excellent account administration and CRM compliance.
• Develop strong customer relationships across key accounts.
• Contribute to account growth and retention targets.
• Successfully manage both operational account activities and commercial opportunities.
• Act as the bridge between customers, operations and the wider commercial team.

What We Offer

• Performance Bonus of up to £1,400 per year based on achievement of quote turnaround SLA targets
• 22 days holiday per year plus bank holidays (increasing with service)
• Paid birthday off
• Early finish Fridays
• Westfield Health Cashback Scheme, including rewards, discounts, and gym benefits
• Workplace pension
• Employee recommendation reward scheme