Indoor Account Manager

• Contract Type: Permanent / 37.5 hours per week
• Location: Etruria, Stoke ST1 5SY
• Bonus: Quarterly bonus paid after probation if set KPIs are achieved
• Days of Work: Monday to Friday 9am - 5pm and 9:30 - 5:30

As the Indoor Account Manager, your primary responsibility will be to proactively manage an existing customer base of currently around 800 customers, each spending up to £700 per week with DPD. You will build great working relationships with them to help retain their loyalty to our company and develop each account through sales and high level service.

Key responsibilities will include:

• To contact customers using various methods of communication and in line with a predefined contact matrix
• Developing account plans for each customer to support the Account Manager portfolio revenue/contribution targets
• Maintaining/updating information via Sales Force and other systems used
• Developing multi‑functional and multi‑level business relationships with customers’ organisations
• Identifying and developing any additional revenue opportunities within the portfolio and their associated companies.
• Maintain an up to date revenue opportunity pipeline
• Monitoring the profitability and profile of each customer to ensure the account is trading within acceptable levels
• Identifying and managing the resolution of customer problems to secure long term account retention
• Contacting customers to maintain planned levels of revenue / contribution improvement through timely rate renewals
• To complete Annual Price Increases for all accounts within your portfolio
• Working with the sales teams to accept accounts for handover in line with company policies and trading agreements

You will be passionate about delivering amazing service every day. Your career history will evidence demonstrable experience within Account Management / Customer Relationship Management.

You will have a natural ability to engage with customers both over the phone and via email, delivering outstanding customer service to ensure our customers expectations are met.

You will possess excellent communication and influencing skills with the ability to adapt and respond to change quickly. It would be advantageous if you had good mathematical skills to support the work around pricing and costing for customers.

We will also expect you to be

• A person capable of decisive and effective decision‑making, in a time‑pressed environment
• Someone that really enjoys resolving problems and demonstrates high levels of resilience, self‑motivation and flexibility.
• Have knowledge and experience in sales & upselling to existing customers
• Have attention to detail and good organisation skills
• IT literate and proficient in Microsoft Office/Google Suite applications and Sales Force would be advantageous
• Be able to liaise with customers using telephone and online meeting resources as well as email
• Demonstrate the core values of DPD DNA– Passion, Respect, Honesty, Flexibility, Caring and Accountability

• Holiday trading
• Enhanced maternity and paternity package
• Free life assurance of 4 x salary on joining the pension scheme
• Health Kiosks visiting every location
• Vitality at Work
• Free On Site Parking
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends
• For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses