General Manager - Indoor Accounts Manager

As the General Manager Indoor Accounts, you hold overall strategic and operational responsibility for the Indoor Account Management department. Managing a critical corporate portfolio, you will lead a department responsible for supporting circa 8,000 small-to-medium enterprise (SME) customers generating £200+million in annual revenue. You will collaborate closely with key stakeholders across Sales, Marketing, Customer Services, and CRM to drive commercial success, ensure robust account profitability, and maintain a 'Best in Class' customer retention service across the network.,

Revenue & Retention Accountability:
Oversee a major portfolio of circa 8,000 customers accounting for £200+ million in revenue, focusing entirely on a pure customer retention strategy and maintaining a financial contribution margin of approximately 30%+ Budget & Cost Center Ownership:
Hold full accountability for the departmental cost center, operational spend, and total headcount budget. Account Profitability:
Review and authorise strategic customer accounts, managing the ongoing profitability and commercial health of every account within the portfolio. Data-Driven Decision Making:
Interrogate and analyse department performance statistics to identify trends, mitigate customer attrition, and build proactive retention plans. People Leadership and Departmental Growth

• Scalability and Recruitment:
  Own the resource planning and strategic growth of the department, leading the second-line recruitment process to scale the headcount needed for IAM's.
• Mentorship and Performance:
  Provide direct leadership, mentoring, and encouragement to Team Managers and administrators. Drive clear accountabilities, conduct regular appraisals, and implement action plans to achieve targeted Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Compliance and HR:
  Manage operational compliance regarding personnel information, absence management, and company policies, executing relevant HR and disciplinary procedures when required.
• Operational Excellence, Governance & Cross-Departmental SLAs Workflow Governance & Continuous Improvement:
  Drive continuous improvement across all internal departmental processes while maintaining strict adherence to compliance and operational governance standards.
• Cross-Departmental SLA Ownership:
  Collaborate directly with Sales, Customer Services, Operations, Field-Based CRM, Credit & Billing, Marketing, and Finance to establish operational SLAs, maintaining full organisational alignment with departmental KPIs.
• Escalation Resolution:
  Act as the senior point of contact for high-level customer escalations, resolving complex queries via telephone, email, and online systems while maintaining strong, reliable relationships.
• Operational Adjustments:
  Manage flexible department resources and approve commercial decisions during process failures to safeguard the customer experience.
• Strategic Workforce Planning, Talent Architecture & Culture Strategic Workforce & Succession Planning:
  Own the broader talent architecture for the department, leading long‑term workforce planning and establishing leadership succession plans for Team Managers.
• Culture & Values Execution:
  Actively drive a high-performance departmental culture aligned with overall Business Strategy and the core DPD DNA.
• Scalability & Recruitment:
  Own resource planning and strategic department growth, leading the second-line recruitment process to scale headcount effectively.
• Mentorship & Performance Management:
  Provide direct leadership, mentoring, and encouragement to Team Managers and administrators. Drive clear accountabilities, and implement action plans to achieve targeted KPIs and SLAs.
• Compliance & HR:
  Oversee operational compliance regarding…