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 experienceBusiness 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