Account Director

JOB PURPOSE
The purpose of the Account Director`s role is to maximise the level of retained business from key accounts. This is done through managing the relationship between the company and these clients, assuming ownership of the account and providing the `eyes & ears` of the client at all times.

As an ambassador for the company, embodying the values of the organization, the Account Director represents the client and leads the account team responsible for delivering the client`s objectives. Working closely with the appointed operational team, the Account Director will look for areas of account development and make sure these clients are getting the best possible results and service from Operations. If they don`t believe this is being achieved, they are to work with Operations to make sure changes are made to deliver for the client.

KEY RESPONSIBILITIES

Account Direction
*Maximise revenues through retention of existing client work streams and proactive farming of the account to identify additional revenue opportunities
*Responsibility for developing strategic account development plans, agreeing targets and budget with clients
*Direct the operational team responsible in order to achieve tactical campaign objectives and deliver a world class customer experience.
*Assume ownership of the account, drawing upon the relevant skills and experience of individuals/teams within the business to support the account
*In depth understanding of the financial health of the account ownership; unpaid fulfillment, invoicing oversight
*Organise client communication strategy incorporating weekly/monthly/quarterly reviews as appropriate
*Construct a working understanding of the client`s organizational structure for periodic review
*Document all account communication in the most appropriate media e.g. reports for meetings, conference calls, CRM systems for internal communication, Account Plans for strategic account development.
*Periodically review the account against the `key account scorecard` and other tools to determine risk factors to the health of the account and set the tactical objectives for maintaining a successful account
*Identify cross sell opportunities

Client Liaison
*Nurture the client relationship, acting as client advocate within the company
*Organise regular periods of time spent with clients e.g. bi-weekly on site, attendance of client sales meetings, etc.
*Develop own understanding of client`s industry, business challenges, regulation, competition
*Proactively advise the client of internal/external issues, industry impacts, intelligence, and best practice
*Attend appropriate trade/industry events to further knowledge
*Liaise with Marketing to create suitable PR opportunities

Management & Business Role
*Formulate business revenue forecasts in line with the business `pipeline` formula and maintain a current view of prospective business on the relevant CRM platform
*Lead & motivate the client allocated Team Manager to achieve campaign direction & objectives
*Ensure account team understands account objectives including personalities, methods of working, background, risk factors
*Act as a role model for the company, maintaining professional standards of behaviour & appearance at all times
*Participate in cross functional projects to deliver business objectives as & when required
*Represent the business at corporate events designed to increase profile and stature in the industry
*Maintain & demonstrate a helpful, positive and can-do attitude

Experience required:

*Ideally a thorough understanding of outbound/inbound telemarketing with a demonstrable track record in growing client revenues in a contact centre environment`
*Demonstrable experience of developing a client account into a larger stream of business
*Proven Business to Business (B2B) sales experience ideally within telemarketing/ call centre environment
*Knowledge and understanding of Account Planning and Forecasting
*Experience of managing Blue Chip scale accounts
*Niche sector knowledge – for example IT, Telecoms etc
*First class communication and presentation skills
*Excellent exposure to MS Office (Excel is a MUST)
*Full UK Driving license