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About the Role
Ranson Barnes Recruitment Ltd is delighted to be partnering with a well-established and successful business in North Nottingham to recruit a Head of Account Management. This is a key leadership position with responsibility for an established customer-facing team alongside the management and development of a portfolio of strategic accounts. The role combines people leadership, customer experience and commercial account management, with approximately 70% of the position focused on leading and developing the team and 30% on directly managing key customer relationships.
The successful candidate will be responsible for driving performance across the department, developing the team, improving processes and service levels, and ensuring customers receive a consistently high level of support. You will also work closely with key accounts to strengthen relationships, identify opportunities for growth and improve revenue and profitability. This would suit an experienced Account Management, Customer Service or Sales leader who enjoys developing people but remains commercially driven and comfortable managing important customer relationships.
Key Responsibilities
- Lead, motivate and develop an established team of customer-facing professionals
- Conduct regular one-to-ones, performance reviews and development planning
- Manage team workloads, priorities and resources to maintain excellent service levels
- Establish, monitor and report against relevant KPIs
- Identify training and development requirements xsabvtc across the team
- Manage performance, attendance and other day-to-day people matters
- Act as a senior escalation point for complex customer queries and issues
- Review existing processes and procedures and implement improvements
- Monitor customer feedback and identify opportunities to improve the customer journey
- Work collaboratively with Sales, Purchasing and Operations to improve customer experience and com
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