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Head of Account Management

DigiHaul

Head of Account Management

Salary Not Specified

DigiHaul, Bilton, East Riding of Yorkshire

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 3 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 4d981595d9524487a8d4719216b9bfe2

Full Job Description

  • Build and maintain positive customer relationships to ensure ongoing mutual success and identify additional revenue / EBIT opportunities.


  • Develop and own the customer survey ensuring that each survey is deployed on time with an update to date account list, any associated feedback is followed up and reviewed and that all participants are appropriately trained.


  • Build and implement account plans for each customer including network mapping to ensure growth opportunities are identifiable. MBRs and QBRs are to be organised as part of this role out.


  • Lead and develop a team of Account Managers & Key Account Managers in world class account management methodologies.


  • Establishes SMART objectives for the team and manages the team's performance against those objectives whilst taking guidance from the BD & AM Director as appropriate.


  • Ensure that all reporting is completed on time and in full each month with commentary being applied to any discrepancies.


  • Understand the customer commercials associated with each account to ensure the effective management against the agreed contract terms. This includes but isn't limited to: Annual Inflation Increases, Bonus Malus Performance etc.


  • Identify, own and delivery organic growth agenda within customer base and align opportunities to the sales strategy.


  • Accountable for the swift resolution of the claims management process with our customers. Liaising with departments as required. Acting as the conduit for all parties; Customer, DigiHaul & Insurers.


  • Accountable for ensuring that any aged debt is managed and seen through to resolution.


  • Accountable for any escalation management of the agreed customer ways of working and any other associated customer compliance issues. Ensure that the DigiHaul AMs provide customers with the associated training to comply with this process.


  • Accountable for ensuring that all peak account plans are agreed by both the customer and the DigiHaul Head of Operations before the agreed cut-off. Any associated actions and wash-up's actions are managed to the appropriate resolution.


  • Act as customer escalation point if service quality is not being met (excluding day to day operational issues) and accountable for leading customer review meetings to highlight and discuss performance and areas of improvement opportunity.


  • Accountable for the successful start of new customer volumes (new customer or new lanes), managing Key Stakeholder expectations and ensuring a smooth hand over from sales into operations and BAU. Responsible for ensuring all elements of transition are delivered to the required standards including customer system familiarisation, IT configuration set up, mock shift facilitation, non-standard ops process capture, future system development requirements capture.

    You are someone who enjoys a fast paced, dynamic work environment, who excels in quick problem solving and likes to get the job done!


    • You are able to work tactically and think strategically as the business rapidly scales. You understand how integral you are to the success and future of DigiHaul and the part you play in transforming the transport industry.,
  • A detailed understanding of the UK&I Transport industry.


  • Experience of leading new business implementations and / or Business Change programmes.


  • Experience of leading and directing field based team members.


  • Experience of road transport distribution and logistics operations.


  • Accustomed to working with multiple functions to achieve a rounded solution.


  • Previous working knowledge of supply chain products and services pertaining to road transport advantageous.


  • Previous experience of managing a P&L or dealing with customer charging mechanism.


  • Previous experience of dealing with customer commercials including contract law.


  • Strong influencing skills and experience of managing without authority and demonstrable stakeholder management experience.


  • Good working knowledge of functional aspects of a distribution business, e.g. finance, HR, project.

    DigiHaul


    • Hatfield, East of England, England

    Are you ready to help revolutionise transport and join the UK's largest Digital Freight Business? Our Future is digital, and Our Future is NOW! This is your opportunity to join our incredible team and help transform the way the transport industry works.

    Nine times out of ten when you see a heavy-duty vehicle they are not at full capacity. When heavy-duty vehicles are not at full capacity, they throw unnecessary CO into the atmosphere. Our platform creates a Digital Network that enables loads to be delivered more efficiently, at a better price and with greater quality than ever before. We want our Hauliers and Customers to benefit from using our extensive network to help them fill their empty capacity and reduce their carbon footprint.

    DigiHaul brings together smart technology and expert knowledge, we make end-to-end logistics seamless and stress-free. Our daily mission is to provide our Hauliers and Customers with nothing but excellent service and solutions, including excellent on time performance and an end-to-end managed service with un-paralleled visibility every step of the way. We're driven and determined to deliver a fast, flexible, and reliable solution that makes road freight work better - for everyone.

    You will receive access to a variety of our excellent benefits which in addition to an attractive salary include:
  • 33 days holiday


  • 15% non-contractual bonus


  • Access to pension scheme plans


  • Access to private medical cover


  • Access to Employee Benefit Portal including retail discounts


  • Access to Cycle to Work scheme


  • Access to Employee Assistance Programme


  • Access to Electric Vehicle Salary Sacrifice lease scheme


  • Training, development opportunities and more


    • What you will need to do next?

    Joining the DigiHaul family is easy! If you feel that you meet the criteria, have the passion to succeed simply apply online, uploading an up to date CV with your application.

    We will ensure that all our resourcing activities are fair, transparent and consistent across the UK. We want to ensure that the candidate experience is of the highest professional standard.

    The Company is committed to providing equality of opportunity for all employees. Furthermore we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our organisation.