Customer Relationship Manager

Customer Relationship Manager | Milton Keynes | Permanent

Salary: £32,000-£42,000 (depending on experience)

Hours: 37.5 hours, Monday to Friday

Location: Milton Keynes

City Sprint is on a fast track to become the UK’s leading courier services provider, with current market domination of the same‑day service areas. Through regular investment in our people, service offering and customer proposition, we are paving the way for courier services to be more intuitive, capable and responsive to our customers’ needs. Being this awesome takes a lot of hard work and commitment to our company values and vision.

This field‑based role is focused on building and maintaining strong relationships with existing SME customers within a defined portfolio. The primary objective is to retain existing clients, maximise customer experience, and drive growth by increasing the portfolio share of wallet through the development and delivery of strategic account plans and client engagement. You will have full commercial responsibility for the growth, retention, revenue and margin performance of a defined portfolio of clients, working closely with all operational colleagues across multiple service centres.

• Portfolio Management:
  Manage a portfolio of existing SME customers through strategic account development plans and attainment of the customer contact strategy to maximise the customer experience.
• Retention Strategy:
  Implement proactive measures to maintain long‑term customer loyalty and reduce churn.
• Growth Initiatives:
  Identify upsell and cross‑sell opportunities within the current customer portfolio through analysing customer data, behaviour and trends.
• Relationship Development:
  Develop and maintain long‑term customer relationships through regular contact, understanding evolving needs, resolving issues and delivering value‑added insights.
• Performance Tracking:
  Achievement of all KPIs, maintaining accurate records of all customer interactions in Salesforce.
• Collaboration:
  
  Work closely with local operational teams and internal stakeholders to align solutions with customer goals to deliver outstanding service performance.

• Demonstrates strong commercial awareness to meet KPIs through successful negotiation with existing customers using consultative techniques to upsell and cross‑sell.
• Ability to map a customer’s supply chain to identify opportunities to improve share of wallet from existing portfolio.
• Ability to develop a multiple‑contact strategy within each portfolio client to develop and retain existing business.
• Analytical mindset with the ability to problem‑solve and provide conflict resolution through strong account management.
• Proactive approach to ensuring best practices, streamlining processes and continuous improvement ethos to maximise and enhance the customer experience.
• Skilled in managing long‑term customer relationships and demonstrates strong customer partnerships providing excellent customer satisfaction.
• Proven sales success in delivering margin/revenue growth in line with business strategy.
• Previous experience and working knowledge of CRM systems (preferably Salesforce).
• Ability to identify key data sources and analyse data effectively to improve operational and margin performance.
• Successful completion of a DBS check is required.

• An impressive holiday allowance that rises in line with your years of service.
• Additional day off for your birthday.
• Death in Service allowance.
• Enhanced maternity and paternity leave.
• Extra day of annual leave for family milestones.
• Health and wellness program.
• Medicash Perks at Work – a tool for discounts and rewards.
• Ride‑to‑work scheme.

• Seniority level: Entry level
• Employment type: Full‑time
• Job function: Sales and Business Development
• Industries: Transportation, Logistics, Supply Chain and Storage

We would love to hear from you if this role sounds like a great fit!