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Senior Customer Experience Account Manager - Ecommerce/Retail Delivery - Global Distribution
Remote
Salary: Up to £55K Base (Inclusive of Car Allowance) Plus Bonus and Excellent Benefits
Our Client:
Our Client is a market leader in new cross border ecommerce delivery. Their guiding principle is to allow their customers to find sending parcels cross border as simple as sending parcels within the UK. In offering a range of global delivery options, supported by a choice of final mile delivery partners, and backed up by smart and intuitive IT solutions,
Providing high levels of customer service to a range of clients importing into the UK from Asia via sea and air. The company has grown rapidly since then and now offers a range of logistics services across diverse industry sectors.
The Role:
Working very closely with the Head of Customer Experience and the Customer Experience team, you will work remotely and visit our offices to fulfil all aspects of the customer experience we expect to deliver for our Clients.
Your role will be responsible for commercial growth towards the company targets.
Responsibilities:
Manage a key portfolio of accounts within the customer experience team.
Identify and deliver cost savings for the business.
Clearly demonstrate value add for customer profile.
Present Weekly, Monthly, Quarterly and Annual business reviews
Support profitable revenue growth within a designated customer portfolio.
identify, qualify, and generate new revenue within an existing customer base ensuring a high level of customer satisfaction and retention.
Working closely with the customer experience team and other teams within the business to discuss progress and innovate new ways of working to improve the service we provide.
Provide a best-in-class service, making customers the priority, ensuring their needs are met.
Support the customer experience team through peak periods.
Generate reports for customers and other departments and stakeholders within the business.
Work towards agreed targets by consistently maintaining and growing revenue streams against a set customer profile.
Offer superb customer experience, deliver results, and present feedback regularly to the relevant teams within the business.
Skills and Experience:
You will be able to demonstrate and show evidence of:
A minimum 5 Years' experience working in the ecommerce industry managing a profile of online retail businesses.
A proven track record of sales and growth within a customer profile
Able to demonstrate strong customer service skills.
Be a highly motivated individual.
A strong communicator, able to communicate well both verbally and in writing with clients and business associates.
Strong interpersonal skills with a high business and commercial acumen and the ability to work closely with all members of the sales team and offer excellent levels of customer support.
The ability to learn and use internal systems whilst being able to adopt and understand fully the products and processes of the company
The ability to react quickly to any competitor threat by building strong customer relationships. Ensure that all customers are aware of the full range of products and services to guarantee conversations maximise all revenue opportunities.
Apply Vicky
