Key Account Manager
ICS

Elis, is a leader in circular services, and each day we work with businesses that are impacting the lives of millions of people in the UK. Globally we turnover around 4.5bn Euros and in the UK we employ more than 5,500 colleagues and will hit a turnover of c£400m. In a challenging economic environment, we are growing YoY in turnover and profitability.  

We are an ambitious business with plans to grow in the UK service industry and we have and unrelenting desire to become an employer of choice.

We are looking for a Key Account Manager to support all of our ICS sites nationwide. We are flexible with your base location and you will be hybrid working. You will be required to travel nationwide, as well as working from home.

As a Key Account Manager, you will be responsible for retention and development (growth) of existing customer portfolio (circa 15/20 accounts) by delivering exceptional levels of customer service, this includes engaging with a wide range of internal stakeholders. You will be expected to create and building a rolling 12-month customer management strategy that ensures the pro-active management of both the commercial and service elements throughout the life of the contractual term.

You will implement strategic campaigns to improve service and grow business revenue for your portfolio and achievement of the core KPI’s set out below:

Growth:

• Identify cross selling opportunities where appropriate to drive revenue growth by offering the full Elis product range including garments, washroom, industrial wipes & mats.
• Identify and gain support of key stakeholders in the customers organisation.
• Analyse lost business / complaint management data (Sol & PowerBI) using system generated data to implement appropriate actions to continuously improve results.
• Develop where appropriate Customer Account Plans to strategically identify and review risks and opportunities.

Active management on CRM (Kapta) inc pipeline, task management, risk, SWOT etc.

Revenue Management (Pricing)

• Agree price increases in line with business objectives and budget.

Ensure timely updates to internal team to have in place ahead of implementation.

Retention & Renewals:

• The effective management of notified terminations with the principle aim of customer retention.
• Achieve retention targets through contract renewal to ensure profitability using the existing customer pricing tool to and considering textile investment and forecasts.
• Why necessary, ensure full RV & BoC fees are paid.

Customer Management:

• Understand the key contractual requirements of each customer in the portfolio that you manage, inc service reporting & KPI suites.
• Point of escalation for issues raised via the service office Customer Relationship Advisors (CRA’s), Local Account Manager’s (LAM’s) & site Customer Service Manager’s (CSM).
• Understand the needs and future requirements of customers through proactive account & contact management.
• Working with the onboarding team and new business team to ensure an effective mobilisation for new customers joining your portfolio.
• Work with internal stakeholders to manage customer complaints.
• Identify short term solutions and complete root cause analysis to prevent repeat occurrences, feeding back outcomes to customer contacts.
• Build strong relationships with LAM’s that support your portfolio via a matrix structure.
• Have an ability to de-escalate difficult situations.

Debt Management:

• Actively manage overdue invoice values within your portfolio to ensure customers pay to agreed payment terms. Work with the CC team to provide timely updates & corrective actions where needed.

Reporting & Time Management:

• Be responsible for the reporting of monthly/quarterly KPIs to all relevant stakeholders including customer retention, additional sales, debt management, renewals and overall portfolio forecast for the next quarter.
• Effectively manage time via calendar meetings, travel and workload.

• Ability to listen to and influence peer group, team members and department heads to ensure a joined-up approach to delivering a quality service. 

• Ability to remain organised in a fast-paced environment, good attention to detail and the ability to analyse data, interpret the information effectively and present to internal and customer stakeholders. 
• Must have structure, cadence and rigour in their day-to-day approach to the role.
• Task orientated with a strong completer finisher mentality.
• Customer centric.
• Strong networker & project leader
• Flexible and able to react quickly to the needs of the customer & Elis.
• Proficient IT skills in Microsoft Excel and PowerPoint & ideally, Power BI.
• Demonstrable experience in additional sales and/or service management.
• Experienced and confident in presenting in a structured format to your customer portfolio.
• Experienced Account Manager in the Service sector with a track record of success.
• Experience of supporting continuous improvement programmes.
• Full clean UK driving licence.

• 33 Days Holiday
• Company Car
• Company Pension
• Discounted Gym Membership
• Employee Assistance Programme
• Life Assurance
• Private Medical

• Competitive remuneration package £55,000 + OTE 
• Company Car
• Company Benefits package
• Ongoing career development and opportunities

Our culture of service and quality is based on the commitment of our employees, who are the company’s greatest asset. Elis offers a wide range of assignments and career opportunities via a multitude of diverse job roles and career gateways between functions. This vast field of possibilities gives everyone the opportunity to make a contribution straight away and progress.