17 Church Walk, Peterborough, Cambridgeshire PE1 2TP

4 High Street, Huntingdon, Cambridgeshire, PE29 3TE

10th April 2019

Key Account Manager

Posted in:
April 10, 2019
Ely, United Kingdom
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Contact Name
Aaron Bowes


Purpose of the job:

To provide client service excellence across all business streams, whilst proposing cost saving and business improvement initiatives and best practice.

Key tasks:

Client Service Delivery:

• Ensure all services are delivered in line with our contract obligations and escalate directly to the GM when these are not met
• Ensure service levels are accurately recorded against the agreed KPIs and reported to the GM on agreed intervals
• Ensure the client have pre planned weekly or monthly operational meetings. Take an active lead in each meeting to ensure where (as a minimum) service levels, KPIs, delivery enhancements, product lines, headcount and management reporting such as carrier performance, stock age/levels are discussed
• Ensure each client meeting (either Operational or Strategic reviews) is recorded by using the company template and actions are completed within agreed timescales
• Ensure all client complaints are recorded within the company complaint register, investigated and resolved
• Drive service improvement through deployment of CI methodology across the operational and administrative activity


• Ensure open dialogue is in place between the client and company operations
• Ensure regular meetings are held with the site management where client issues and service improvements are debated

  • Each internal meeting to be recorded and minutes distributed to the General Manager

• Manage relationships with senior stakeholders both internally and within the client business and functions
• Ensure that changes to working practices as determined by definitions of process, procedural and best practice improvements are and carried out within agreed timescales
• To ensure the operational teams understand the need for improvement and comply with the requirements of new processes

Contract Development:

• Ensure the client have pre planned quarterly Strategic Review meetings and progress, in line with the agreed Development Plan, are reported and where applicable implemented in line with the agreed timescales
• Directly following the quarterly Strategic review meeting, ensure a complete understanding of our client's business drivers are fully communicated to the Client Services and Operational teams
• Project work - Manage all appropriate tasks within projects (internal and external)
• Involved in the system developments and testing
• Identify, follow through and manage opportunities and projects to improve overall service delivery performance that will have a direct impact on the cost base
• Identify areas for organic growth within the client business streams

Team Management:

• Ensure the Client Management and Site Administration team members have clearly documented and agreed job responsibilities, and their role, tasks and responsibilities are understood
• Ensure that each Client Management and Site Administration team member has and understands clear objectives, targets and measures
• Ensure that team have regular and timely performance reviews according to the agreed schedule, and that reviews are accurately recorded, agreed, and held on file
• Ensure that the team meet or exceed standards of performance against agreed objectives, targets and measures, and company values. In the event that performance standards are not met take appropriate remedy action both informal and formal

This is an amazing opportunity to join a successful Logistics company which will involve spending time at their operational site in Cambridgeshire as well as 2 or 3 days per week with the client in London.

If you are interested please APPLY or contact Aaron by sending your CV to gain further information about the role and company.

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