Overview
ELIS Cambridgeshire, England, United Kingdom
ELIS is an international multi service provider, offering textile, hygiene and facility services, we are a leader in circular services, allowing businesses to achieve optimal hygiene and protection for their employees and customers thereby enriching their well being in a sustainable way.
Our rental maintenance model supports our customers to focus on their core business while reducing their environmental footprint. Our circular services emulate our commitment to a more sustainable future: connecting us, our clients and our planet.
We are looking to hire a Customer Account Manager in Cambridge who will have overall responsibility for retention and development (growth) of existing customer portfolio by delivering exceptional levels of customer service and building relationships between Elis and the customer in line with the business line strategy. Implement segment strategy campaigns and develop customer portfolios.
Responsibilities
* The effective management of a portfolio of accounts with a principle aim of customer retention.
* Analyse lost business/complaint management data and implement appropriate action.
* Explore cross selling opportunities where appropriate.
* Develop Customer Account Plans to identify and review future risks and opportunities
* Ensure the Company’s growth targets for the customer portfolio are achieved.
* Select and implement the best approach to win the growth opportunity.
* Act as a lead point of contact for all matters specific to your customers.
* Understand the needs and future requirements of customers through proactive management.
* Understand quality standards set by the company and agreed with each customer. Retain ownership of the customer service level agreement.
* Forecast and track customer metrics to predict trends. Highlight opportunities and threats.
* Discuss outstanding debt issues with customers agreeing satisfactory outcomes for both parties.
* Review the commercial viability of accounts, recommending improvements or additional services.
* Agree price increases with customers as advised by the Company.
* Push for improvements, applying commercial thinking in making choices on existing and emerging customer requirements.
Requirements
* Ability to listen to and influence peer group and department team members.
* Good attention to detail and the ability to analyse data.
* Continuously improve the department and/or team.
* Ability to organise self and others to ensure tasks are carried out in a timely manner.
* Strong collaboration and influencing skills across departments and sites.
* Driver’s license.
We Offer
* Competitive Salary plus bonus
* 33 days holiday per year
* Company Pension
* Working with a great team
Job details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Customer Service
* Industries: Facilities Services
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