NEW VACANCY (PK9202)
CUSTOMER SERVICE & BUSINESS DEVELOPMENT MANAGER
EAST ANGLIA
£40-45K DOE + Commission + Performance Bonus + Company Pension
Hours: 37.5 per week, Mon to Thurs 8.30-5pm, Friday (phone number removed)pm
60% Office Based / 40% Field Based
Our client is a small, family-run business specialising in the production of self-adhesive labels, using digital and flexographic printing for short to medium print runs.
As they continue to grow, they're looking for a commercially driven, hands-on Customer Service and Business Development Manager to lead and energise the Account Management team while driving sustainable revenue growth.
This is a hybrid leadership role combining customer service leadership, commercial growth, and innovation in customer experience.
You will:
✔️ Lead, coach and develop a small team (2 Account Managers + 1 Account Exec)
✔️ Turn reactive account handling into proactive account growth
✔️ Drive new business from both existing and new customers
✔️ Personally manage key accounts and provide holiday cover where required
✔️ Embed structure, consistency and accountability into customer management
✔️ Champion digital tools and smarter processes that improve efficiency and customer experience
Key Responsibilities:
👔Team Leadership & Performance
Lead and motivate the Account Management team
Implement structured account review processes
Drive consistency in customer communication and follow-up
Set clear activity and growth expectations
Coach team members to identify upsell and cross-sell opportunities
Encourage collaboration and shared ownership of customer success📊 Customer Growth & Retention
Develop proactive account development plans
Increase share of wallet within existing accounts
Improve customer retention and satisfaction
Introduce structured pipeline and opportunity tracking
Encourage innovative ideas that improve the customer experience🚀Business Development
Generate new business opportunities
Convert inbound and self-generated leads
Reactivate lapsed accounts
Support strategic targeting of high-value prospects
Work closely with the Marketing function to create campaigns, promotions and targeted opportunities for growth💻 Digital Processes & Customer Experience
Champion the use of CRM and digital tools to improve visibility and efficiency
Identify opportunities to streamline processes using digital solutions
Support adoption of systems that improve customer communication, response times and service quality
Encourage the team to embrace technology and new ways of working⚙️Operational Support
Provide hands-on account cover during holidays or absence
Ensure smooth communication between sales, production and customer service
Maintain CRM accuracy and reporting discipline