Global is a truly inspirational business.
We are one of the UK’s most dynamic fleet management and rental companies, and we are thinking bigger than ever before. We are taking on new challenges, expanding and finding new ways to deliver the best value. You could be part of this adventure.
Constantly innovating, the Global team is talented, diverse and hard working. It’s a high-octane performance led culture where we have fun. If you share our values, want to be challenged, get support for your professional growth and be well rewarded, you will fit right in!
What you will do…
The Head of Account Management is responsible for leading and developing the Account Management function, ensuring the delivery of exceptional customer service while driving revenue growth, profitability, customer retention and long-term strategic partnerships.
The role requires a commercially focused and experienced leader with extensive experience in vehicle rental, leasing, fleet management or a related environment. The Head of Account Management will set the strategic direction for the function, lead the development of key customer relationships, maximise commercial opportunities and ensure effective collaboration across the wider business.
The role is responsible for the performance and development of the Account Management team, including Senior Key Account Managers, Account Managers and Account Executives, ensuring clear objectives, strong performance and consistent best practice.
Key Performance Indicators:
- Overall revenue growth across the Account Management portfolio
- Gross profit achievement
- Customer Satisfaction
- Growth and development of strategic accounts
- New opportunities generated across the customer portfolio
- Achievement of quarterly and annual commercial targets
- Forecast and pipeline accuracy
- Account Management team performance and development
- Database accuracy and reporting
Key Accountabilities:
- Lead and develop the Account Management function, setting clear objectives, priorities and performance expectations.
- Develop and implement the Account Management strategy in alignment with company growth targets.
- Establish and maintain strong relationships with senior decision-makers across strategic and key customer accounts.
- Oversee strategic account planning and ensure account plans are aligned with customer objectives and company growth targets.
- Lead or support senior-level business reviews with major customers, presenting performance, service improvements, strategic opportunities and future plans.
- Act as an escalation point for complex or strategically important customer issues.
- Ensure a consistently high level of customer satisfaction across the customer portfolio.
Business Development
- Drive revenue growth across existing customers through cross-selling, upselling and strategic account development.
- Maximise account and portfolio profitability while maintaining long-term customer relationships.
- Lead major contract renewals and commercial negotiations.
- Oversee and support tender responses and contract bids for major corporate opportunities.
- Identify new commercial opportunities across the customer base and ensure these are converted into measurable growth.
- Monitor market trends, competitor activity and changing customer requirements to identify strategic growth opportunities.
Customer Retention
- Develop and implement the overall customer retention strategy.
- Monitor customer satisfaction and retention performance across the Account Management portfolio.
- Ensure appropriate improvement plans are implemented for accounts where service or satisfaction levels require attention.
- Proactively manage key customer relationships to minimise customer turnover.
- Lead the response to significant customer risks and ensure appropriate internal action is taken.
Commercial Performance
- Own the overall commercial performance of the Account Management function.
- Set and monitor revenue, gross profit, retention and growth targets across the team.
- Review forecasts, pipelines and account performance regularly to ensure delivery against quarterly and annual targets.
- Ensure robust pipeline management and accurate commercial reporting.
- Use customer, market and competitor insight to inform commercial strategy and account development.
- Report Account Management performance, risks and opportunities to the wider leadership team.
- Lead, coach and develop Senior Key Account Managers, Account Managers and Account Executives.
- Set clear objectives and performance expectations for the Account Management team.
- Conduct regular performance reviews and provide coaching, mentoring and constructive feedback.
- Identify capability gaps and support appropriate development and training.
- Establish and share best practice across the Account Management function.
- Build a high-performing, commercially focused Account Management culture.
- Ensure effective succession planning and development of future Account Management leaders.
Internal Collaboration
- Work closely with Operations, Maintenance, Driver Services, Rentals and Fleet Finance teams to ensure seamless customer delivery.
- Ensure effective cross-functional collaboration to resolve complex and strategic customer issues.
- Represent customer requirements and commercial opportunities across the wider business.
- Work with senior leadership and operational functions to identify improvements to customer experience and commercial performance.
- Ensure consistent communication and collaboration across the Account Management team and wider business.
Compliance
- Ensure accurate and consistent customer records are maintained within the internal database.
- Ensure the Account Management function adheres to GDPR and all relevant data protection legislation.
- Ensure team members understand and comply with relevant company policies and procedures.
And in return… As a Head of Account Management at Global, your will receive a competitive salary plus bonus and Company vehicle. There is open communication with management, and many opportunities to showcase your ideas to our shareholders and owners.
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