Account Excellence Senior Manager

Job Description

Who were looking for Were looking for a Senior Manager level individual to manage a flexible team of account excellence managers in the Consumer Markets, Industrial Manufacturing & Automotive Service and Technology, Media & Telecoms family. You will be responsible for workingwith the Head of Relationship Management and the Demand Management Senior Managers to align a large national team of professional Account Excellence Managers on the firms largest and most important clients in the Priority Client Programme. You will understandthe complexities and demands of working on complex CM, IMAS and TMT accounts and complex client scenarios, having previously worked with clients where delivering exceptional client experience and service was crucial. This is a leadership role, where you willhave day to day line management and responsibility for all the members of this team ranging from recruitment, career development, performance management and broader people engagement. Our Account Excellence teams are organised by Industry families, where those Industry families have comparable buying functions, or complexities and where operating across those families in a flexible model allows us to service the needs of the entire PCP portfolio.This role leads the account excellence family focussed on CM, IMAS and TMT clients. You will be exceptionally organised. You will be a natural, people person with the ability to quickly build deep relationships and bring people with you.You will be able to inspire others to work differently, to collaborate and share success. You will be focussedon consistent high standards of service and have client centricity at the heart of all activities and deliverables. You will build effective working relationships across the firm with other teams such as Integrated services and commercial excellence, and youwill provide clarity around the key hand off points to these teams to provide a seamless service to our internal and external clients. You will have a people first" mindset, display high energy levels, and enjoy working in a fast paced multi-faceted role. As part of the account excellence team you will be aligned into service demands of our more complex clients, role modelling excellence and expertise into our most important clients where needed. You will balance this with line management responsibility forone of our industry families, and work with two other account excellence leads across other family areas. You will also work closely with the existing people board, technical skills and onboarding reps and others responsible for capability improvement projects. You will report directly to the Head of Relationship Management in the sales capability. Your responsibilities

• Line management for Account Excellence Managers within one of our industry families
• Manage recruitment and retention of all employees across the flexible team
• Management reporting using Salesforce to identify account team access to the team across the PCP.
• Provide a point of escalation for the team, also for internal clients such as heads of sales around service demand and quality of deliverables.
• Set clear benchmarks around standards and expectations, role modelling exceptional client service and experience.
• Ensure a best practice approach to service delivery, including access to best practice tools and resources.
• Create a supportive, engaged and happy team that shares success and collaborates both within the team and across the wider account excellence capability.
• Anticipate potential resource challenges and mitigate these through use of the flexible team model.
• Performance management of the flexible team
• Support the Capability Director with the end of year moderation process and wider people agenda
• Oversight and appointment of individuals in other capability development roles (e.g skills, people, onboarding)
• Work closely with other LoS Sales Leads and Strategy Directors
• Work closely with the Head of Relationship Management and other internal teams such as HC and recruitment
• Work closely with the resourcing team to manage the workflow of the team

Those in the Account Excellence flexible team are responsible for:

• Creating an account cadence, ensuring the firmwide account team are collectively focussed on the client and the delivery of our client strategy.
• Having a solid understanding of their clients priorities, strategies and the common themes in clients across the Industry segment.
• Developing and implementing effective account initiatives including relationship mapping, management of opportunity pipeline and generation of investment plans.
• Bringing discipline, structure and support to account teams through management information, market insight, knowledge sharing and meeting preparation.
• Delivery of account planning workshops, using best practice examples of agenda, and strategy execution to convene the account team and create a pipeline of activity.
• Input into key account documents such as MSA/rate card, value reports and other client based collateral.
• Providing subject matter expertise on account excellence enabling technology such as Salesforce and equipping the account team with principles that ensure the technology makes the difference in our client service
• Leveraging the internal network such as Commercial Excellence, Risk and Finance to create a suite of expertise across the client portfolio and to create efficiencies and synergies in our response to key client requests.

Skills and experience required

Experience of managing and developing a virtual team

Client service, experience or management roles, with a clear focus on customer service.

Experience dealing with confidential and/or sensitive people situations with a high level of empathy.

A self awareness and an emotional intelligence which means you can read between lines and situations, finding solutions before a problem occurs

Exceptional organisational skills, able to manage internal improvement projects alongside daily resourcing of individuals

Excellent influencing and powerful communication skills

Well networked across the Sales and Marketing and the Business Solutions teams

You will possess excellent communication skills and gravitas with senior stakeholders

A proven track record in account management in a highly competitive, business to business environment.

Strong stakeholder management and experience leading, motivating, developing and coaching diverse bid teams. A collaborative individual who is able to contribute and p