Commercial Manager

Commercial Manager

Stockton on Tees

Permanent

£60,000 Per Annum

We are currently in search of an experienced and driven leader to join our executive team as Commercial Manager. The role will be responsible for leading our 'sales and service’ function, incorporating marketing, sales and account management.

Stepping into this pivotal C-level role during an exciting phase of our company's journey, we seek an individual who possesses a strategic mind-set and is unintimidated to roll up their sleeves to drive success. The candidate must have extensive experience in account management, an understanding of contact centre operations and an awareness of engineering sectors. As the Chief Client Officer, you will be instrumental in shaping the future of our client engagement strategies, overseeing the entire client lifecycle, from acquisition to retention.

Your primary responsibility will be to nurture and elevate our client relationships, leveraging your wealth of experience to enhance customer satisfaction and loyalty. Beyond fortifying and developing existing connections, you will lead our marketing and sales efforts to build on our brand position within the BPO market to grow our sales pipeline and achieve defined growth targets.

This role requires a leader who can seamlessly integrate marketing, sales, and client relations efforts, ensuring a harmonised approach that maximises overall business growth. As the Commercial Manager, you will play a pivotal role in defining and executing our client-centric vision, collaborating with cross-functional teams to deliver exceptional value to our clients while driving sustainable business growth.

Key Responsibilities:

• Lead, motivate, and retain high-performing teams within the Sales, Marketing, and Account Management functions.
• Implement and maintain a seamless client journey across all functions.
• Contribute to the overall strategic planning of the company, aligning client engagement strategies with broader business goals.
• Demonstrate operational excellence with a metrics-driven, results-oriented approach.
• Own our Net Revenue Retention target and other departmental KPIs.
• Be commercially aware with strong negotiation and communication skills.
• Have a real and passionate desire to retain clients.
• Provide monthly reporting against defined key performance metrics to COO/CEO.
• Be an ambassador for the company and its values at all times.
• Management Responsibilities:
• Formulate and implement comprehensive strategies to build lasting relationships with clients and mitigate the likelihood of customer attrition.
• Develop strategies to leverage our established client base to increase client lifetime value and enhancing customer satisfaction and loyalty.
• Directly engage with clients as necessary, providing ongoing support, proactive communication, and monitoring client health metrics.
• Act as the advocate for client feedback, infusing the voice of the client into all aspects of the business.

Sales Responsibilities:

• Lead the team in delivering proactive, repeatable sales processes to drive consistently strong sales results.
• Provide strategic direction for the development of sales materials, proposals, presentations, and tender documents.
• Coach the team in the delivery and benefits of a consultative selling approach that supports the client journey from their current state to their desired future state.
• Collaborate with the team to identify new business opportunities and new markets.

Responsibilities:

• Oversee the development and execution of marketing initiatives to enhance brand recognition and share of voice in order to drive lead generation.
• Support the Head of Marketing in managing the allocation and organisation of marketing budgets, ensuring that resources are effectively assigned to achieve marketing objectives and maximise return on investment through direct marketing initiatives.
• Collaborate closely with the marketing team to create compelling marketing collateral, campaigns, and digital strategies, which aligns with the business’s strategic goals and brand values.