Senior Account Manager
Department: Member Services
Employment Type: Permanent – Full Time
Location: Huddersfield
Description
The Senior Account Manager is responsible for managing and developing relationships with high-value and strategically important member firms. This role provides strategic oversight, personalised support, and proactive account management to ensure long‑term retention, satisfaction, and growth.
What you’ll do
Strategic Account Management
- Manage a portfolio of high-value and strategically important member firms.
- Build strong, long-term relationships through proactive, insight‑led engagement.
- Conduct regular strategic reviews to understand business goals, challenges, and support needs.
- Tailor conversations and recommendations to maximise value, usage, and satisfaction.
Retention & Risk Management
- Identify early signs of disengagement and implement targeted retention strategies.
- Handle complex or sensitive issues, ensuring prompt resolution and a positive member experience.
- Support firms at risk through tailored interventions aligned with business retention objectives.
- Maintain accurate churn risk insights and collaborate with leadership on escalation points.
Revenue Growth & Opportunity Identification
- Recognise additional service opportunities aligned with firm needs and business priorities.
- Promote relevant services, training, and solutions that enhance value for high-value accounts.
- Support campaign activity with personalised, relationship‑led conversations.
Collaboration & Leadership Contribution
- Act as a senior point of expertise within the team, supporting Account Managers with complex cases.
- Share insights, best practices, and trends to enhance team capability and service consistency.
- Represent Account Management in cross‑department collaboration and project work.
- Support onboarding and development of new team members where appropriate.
Reporting & Insight
- Provide detailed and accurate updates on account performance, risks, opportunities, and trends.
- Use data, feedback, and member insight to influence continuous improvement.
- Contribute to KPI delivery across retention, engagement, and service quality measures.
What you’ll need to succeed:
Essential requirements:
- Significant experience in account management, relationship management, or senior client‑facing roles.
- Proven success managing high-value or strategic accounts.
- Track record of achieving retention, engagement, or revenue KPIs.
- Strong IT, administrative, and presentation skills.
- Excellent professional references.
- Highly skilled in relationship management with the ability to influence and advise senior stakeholders.
- Insight-driven, with commercial awareness and a strong ability to spot opportunities.
- Confident in managing complex conversations and navigating sensitive retention scenarios.
- A strong communicator able to build credibility quickly.
- Experienced in interpreting data and insights to drive improved outcomes.
Important to know:
Location: This is a hybrid role based within our Huddersfield office. You’ll work with your team 3 days each week in the office and 2 days from home.
Right to Work: Applicants must already hold a legal right to work in the UK without time restrictions and without the need for future sponsorship. We are unable to provide Skilled Worker visa sponsorship.
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