Client Relationship Manager

Walker & Sloan have the pleasure of working with a leader in circular services. They allow businesses to achieve optimal hygiene and protection for their employees and customers thereby enriching their wellbeing in a sustainable way. Their rental maintenance model supports their customers to focus on their core business while reducing their environmental footprint. Their circular services emulate their commitment to a more sustainable future: connecting them, and their clients and the planet.

Job description:

Overall responsibility for retention and development (growth) of existing customer base by delivering exceptional levels of service and building relationships between them and the customer in line with the business strategy. Implement segment strategy campaigns and develop customer portfolios. Think like the customer and act as the voice of the customer internally.

Key Responsibilities:

Act as a lead point of contact for all matters specific to your customers.

Understand the needs and future requirements of customers through proactive account management.

Communicate clearly the progress of monthly KPIs to all relevant stakeholders including customer retention, additional sales and customer attraction.

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 to appropriate managers.

Analyse lost business/complaint management data and implement appropriate action to reduce these figures every month.

The effective management of notified terminations with a principle aim of customer retention.

To discuss outstanding debt issues with customers agreeing satisfactory outcomes for both parties.

Work with the RCAM to review the commercial viability of accounts, recommending improvements or additional services.

Ensure the Company’s growth targets for the customer portfolio are achieved on an annual basis.

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.

Knowledge and Skills:

Strong analytical skills.

Good written and verbal skills.

Ability to listen to and influence peer group and department team members to build and lead effective working teams.

Good attention to detail and the ability to analyse data and interpret the information effectively to continuously improve the department and/or team.

Ability to organise self and others to ensure tasks are carried out in a timely manner.

Customer focussed.

Flexible and able to react quickly to the needs of the customer.

IT literate (Microsoft Office).

Ability to advise clients in a technical capacity.

knowledge of ISO standards of methodology, garment type and procedures associated with cleanrooms.

Irradiation and Autoclave sterilisation process understanding

Knowledge of the high tech cleanroom market requiring use of zero particulate and antistatic products.

Pharmaceutical and biotech quality management standards. Including critical control points and measures associated with contamination control.

Knowledge of cleanroom products – coveralls, goggles, mops, trigger sprays, hoods, shoes, gloves.

Education/Experience:

Demonstrable experience in sales and/or service management

Experience with selling “technical” products to businesses with an important after sales/service process

Educated to degree level or equivalent and/or experience in Account Management with a track record of success.

Experience of implementing continuous improvement programmes. The above description statements outline the principle functions of the role and is not an exhaustive list. The role holder may be asked to perform other tasks and duties commensurate with their skills and experience