Job Description
The Internal Account Executive owns retention and growth for an assigned book of existing customers, entirely by phone. Every call in, whether it starts as an order, a query or a complaint, is also a chance to protect and grow that customers spend, and this role is judged on both halves of that job, not just the half that shows up as a service ticket. The Internal Account Executive is expected to understand what's happening in a customer's business, spot where there's room to grow the account, and have that commercial conversation as a normal part of the call, not as a separate, awkward add-on. Some Internal Account Executives are permanent members of the team; others join on a fixed-term contract during peak trading, when call volumes rise.
The job itself is the same either way, run and delivered to the same standard, with fixed-term hires reporting directly to their Team Leader for the length of their contract. The role reports to an Internal Account Executive Team Leader, one of two Team Leaders running pods within the region's internal account management function. Bonus: Up too 10% performance related
Shifts: Monday to Friday Holidays: 33 days per year including bank holidays
Progression Opportunities: Training Opportunities: Cashback on routine medical expenses such as dental, optical, physiotherapy and more!
Shopping Discounts: Save with discounts at major retailers like Sainsbury's, Morrisons, Currys, Debenhams and more!
Travel Savings: Discounts on flights, hotels, and airport parking.
Access to deals on restaurants, leisure activities, and other lifestyle services.
Enhanced Policies: Enhanced maternity and paternity leave.
The Usual: Company Pension Scheme, Life Assurance, Cycle to Work Scheme, Employee Assistance Programme including counselling, legal and financial support, Free Refreshments, Free Secure On-Site Parking! Day to Day Customer retention and growth Retain and grow an assigned book of existing customer accounts through proactive, phone-based account management. Treat every inbound and outbound contact as a sales conversation opportunity, not only a service transaction.
Identify opportunities to grow customer spend through cross-selling and upselling additional products and services. Conduct genuine commercial conversations that uncover a customer's current and future needs, rather than just processing the immediate request. Refer larger or more complex growth opportunities to the Regional Key Account team where an account has outgrown internal management.
Sales performance Deliver individual targets for retention, revenue, volume and margin against the assigned book. Convert a defined proportion of customer contacts into a structured sales conversation, and a defined proportion of those conversations into incremental revenue. Manage the assigned portfolio actively, prioritising accounts with the greatest retention risk or growth opportunity.
Customer experience Deliver a professional, responsive and consistent experience on every call. Manage customer expectations clearly, particularly where a request can't be met immediately. CRM and administration Maintain accurate, complete and compliant customer records in the CRM system.
Keep pipeline and opportunity data current, reflecting every sales conversation, not just the ones that convert. Follow pricing governance and commercial procedures for every quote and order. Collaboration Work closely with the Internal Account Executive Team Leader on coaching, targets and escalations. Refer significant growth opportunities to the Regional Key Account team promptly and with a clear handover. Share customer insight and competitor intelligence with colleagues. Previous experience in a customer-facing sales, retention or account management role. Proven ability to achieve and exceed sales or retention targets. Experience using CRM systems to manage customer activity and opportunities. B2B or B2C sales experience is an advantage. Confident, natural communicator, able to build rapport quickly on the phone. Genuine commercial awareness, able to spot a growth opportunity in an ordinary conversation.
Well organised and self-motivated, able to manage a portfolio of accounts without close supervision. Comfortable using CRM systems and managing a live sales pipeline. Resilient and positive, particularly on calls that start as complaints. Our commitment to the customer and our focus on service is what sets us apart in the market, and our people are the driving force!
We supply a range of fuel related products throughout the UK to domestic, agricultural, commercial and retail customers through our modern fleet of over 155 tankers and a strategically located depot network allowing us to service more than 113k customers.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Executive Account Manager (Permanent) in Kenilworth employer: NWF Fuels
NWF Fuels is an exceptional employer, offering a dynamic work environment in Kenilworth where customer service excellence is at the forefront of our operations. With competitive pay, generous holiday allowances, and clear pathways for career progression, we invest in our employees' growth through funded training opportunities and a supportive culture. Our commitment to employee well-being is reflected in our enhanced policies and a range of lifestyle benefits, making NWF Fuels a rewarding place to build your career.
