Client Relationship Manager

Purpose of the role:

Represent Dee Set as the UK's leading provider of end-to-end retail solutions. Lead and maintain business relationships with new and existing key customers. Ensure profitable growth of existing business and develop new business opportunities.

Ensure that our customer's needs and expectations are always met. Support Head of Customer Success in establishing, implementing and monitoring achievement of strategic objectives.

Responsibilities of the role: 

Key Objectives:

• Manage a portfolio of key accounts across major national retailers and their suppliers.
• Lead and support Account Manager colleagues in developing their own accounts.
• Ensure that excellent levels of customer service are maintained at all times.
• Broker the successful transition of new business into well executed ongoing work.
• Collaborate with colleagues to drive continuous process improvement in response to changing customer requirements.
• Collaborate with colleagues and customers to identify new business opportunities.
• Develop new opportunities into compelling commercial business propositions to customers.
• Monitor and deliver financial KPI's including sales and profitability targets.

Sales/Performance:

• Provide regular reports on status of all accounts, including performance overview, upcoming workloads/projects, actions and support requirements, other opportunities.
• Support Head of National Accounts in identifying and developing new and existing business opportunities
• Submit quotations and follow through to secure customer orders.
• Lead and support Account Manager colleagues to work with customers and identify areas of opportunity to provide the most operationally and cost-effective options available to them.
• Lead the development and presentation of compelling business propositions and present to customers in a persuasive and collaborative manner.

Customer Service: 

• Ensure all customer database information is up to date and readily available to all operational colleagues.
• Lead co-operation with all internal support functions to ensure all work is completed as required to meet or exceed customer requirements.
• Confirm briefs with customers and liaise with them regularly to identify current and likely future requirements.
• Lead communication with customers through regular face to face meetings, telephone and e-mail.
• Identify areas of opportunity to provide added value services, whether existing or new, tailored to retailer solutions.

Skills & experience required: 

• Lead others and develop persuasive and compelling business propositions.
• Be an excellent communicator with demonstrable negotiating and influencing skills.
• A good listener, that is highly customer focused, with a consultative and collaborative account management style.
• Have an ability to build trust and rapport and to develop strong, lasting customer relationships.
• Have an ability to identify opportunities for process improvement and for making change happen
• Demonstrate a can-do attitude, with the drive and tenacity to complete tasks on time and to a high standard.
• An ability to think strategically and use initiative to drive growth.
• An ability to understand and identify customer needs and develop practical, compelling solutions.
• An ability to project manage and to collaborate with colleagues at all levels to ensure that customer needs are met.
• Be financially aware and able to work to establish and work to budgets and to deliver agreed performance targets.
• Capable of operating at the most senior level within retailers and suppliers.
• Experience working at a senior level in major retailers or a strong account management background (desirable).
• Excellent written, and oral communication skills.
• Able to use Microsoft office packages.
• Interested in client and colleague facing processes.
• Excellent communication skills and interpersonal skills.
• Flexible and adaptable manner with plenty of initiative.
• Able to manage own time and prioritise workload.