Account Director

Role Overview:

This role is responsible for managing The Client’s senior customer relationships, and leading the business development, operational and financial activities across a specified customer (or customer group) to deliver superior performance.

The Account Director will acquire and develop a clear understanding of the customer’s needs, allowing development and implementation of strategies to enhance the depth of service offering delivered by The Client – thereby increasing the number of services sold and increasing the revenue and profitability.

Leading and motivating a virtual team, the Account Director is responsible for the delivery of outstanding customer service, operational excellence and exceeding stretching financial targets with direct responsibility for the P&L of customer accounts.

Operating in a complex organisation where there are conflicting demands on time & resources, the job holder must be able to establish excellent working relationships across the business and with customers to negotiate the best result for the business and ensure the optimum allocation of resources to meet the needs of the business.

Main Tasks and Responsibilities:

Strategic Management

• Understands the culture, issues and business strategy / direction of the relevant customer / contract(s)
• Develop strong relationships with key decision makers and establishes an effective network of senior customer contacts
• Understands client’s strategic direction and takes action to align customer / contract strategy with key company deliverables.
• Manages the effective implementation of change management strategies
• Participates in and contributes to strategic activities in order to develop the profitability of the The Client’s business as required
• Creates a working partnership between the customer and The Client’s Business Development / Financial Management
• Is responsible for the overall P&L and commercial performance of contract(s)
• Plans budgets and reviews financial performance against budget
• Leads and participates in the process of identifying opportunities, developing strategies and implementing practical solutions to best deliver on viable business opportunities
• Develops relationships across the client’s group to facilitate Account development
• Develops and implements a strategic account development plan, monitoring and reviewing its effectiveness against plan
• Leads and manages customer contract negotiations and renewal processes
• Is responsible for working closely with cluster branch managers and operations team to ensure delivery of contract service level agreements.

Operational Management

• Co-ordinates a multi-functional team (Sales, Operations, Finance, HR, Project Management, Consultants & IT) to achieve operational effectiveness
• Proactively and professionally manages /customer relationships, delivering superior customer satisfaction at all levels
• Ensures compliance with all company programmes, processes and procedures
• Ensure both the client’s and /customer Health and Safety policies are clearly understood and implemented throughout the team
• Facilitates the development of recommendations to enhance operational effectiveness.
• Actively lives, demonstrates and supports the company values and operating principles.
• Ensures SLA performance is managed to contracted levels People Management
• Responsible for the recruitment, retention, motivation and development of the team, in conjunction with the HR team
• Establishes and ensures that clear objectives and expectations are set for the team
• Ensures effective succession planning and actively supports the personal development and career progression of team
• Complete personal development plans regularly with direct reports and monitor progress throughout the year, with one to one meetings.