- Contract Type: Permanent / 37.5 hours per week
- Location: Etruria, Stoke ST1 5SY
- Bonus: Quarterly bonus paid after probation if set KPIs are achieved
- Days of Work: Monday to Friday 9am – 5pm and 9:30 – 5:30
As the Indoor Account Manager, your primary responsibility will be to proactively manage an existing customer base of currently around 800 customers, each spending up to £700 per week with DPD. You will build great working relationships with them to help retain their loyalty to our company and develop each account through sales and high level service.
Key Responsibilities
- Contact customers using various methods of communication and in line with a predefined contact matrix
- Develop account plans for each customer to support the Account Manager portfolio revenue/contribution targets
- Maintain and update information via Salesforce and other systems used
- Develop multi-functional and multi-level business relationships with customers’ organisations
- Identify and develop any additional revenue opportunities within the portfolio and their associated companies
- Maintain an up to date revenue opportunity pipeline
- Monitor the profitability and profile of each customer to ensure the account is trading within acceptable levels
- Identify and manage the resolution of customer problems to secure long term account retention
- Contact customers to maintain planned levels of revenue/contribution improvement through timely rate renewals
- Complete Annual Price Increases for all accounts within your portfolio
- Work with the sales teams to accept accounts for handover in line with company policies and trading agreements
Qualifications
Demonstrable experience within Account Management / Customer Relationship Management is required. You will have a natural ability to engage with customers both over the phone and via email, delivering outstanding customer service to ensure our customers’ expectations are met.
Good mathematical skills to support pricing and costing for customers are advantageous.
- Capable of decisive and effective decision‑making in a time‑pressured environment
- Enjoys resolving problems and demonstrates high levels of resilience, self‑motivation and flexibility
- Knowledge and experience in sales and upselling to existing customers
- Attention to detail and good organisation skills
- IT literate and proficient in Microsoft Office/Google Suite applications; Salesforce would be advantageous
- Liaise with customers using telephone, online meeting resources and email
- Demonstrate the core values of DPD DNA – Passion, Respect, Honesty, Flexibility, Caring and Accountability
Benefits
Key benefits include:
- Holiday trading
- Enhanced maternity and paternity package
- Free life assurance of 4× salary on joining the pension scheme
- Health Kiosks visiting every location
- Vitality at Work program
- Free on‑site parking
- Discounted shopping from hundreds of retailers, including up to 5% off supermarket shopping
- Milestone Days off to celebrate with family and friends
- Free eye tests and support with cost of glasses for screen‑based employees
- Opportunities for development and promotion within a growing organisation
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