Key Account Manager

  • Location

    England, England

  • Sector:

    Professional Services

  • Job type:


  • Salary:

    Up to £30000 per annum

  • Contact:

    Dionne Connew

  • Contact email:


  • Job ref:


  • Published:

    6 months ago

  • Expiry date:


  • Start date:


  • Client:



Improve Net Promoter Score (NPS)

Increase sales revenue through their sales relationships

Own client SLA's (daily, weekly, monthly, quarterly tracking)

Identify areas of improvement, including manual practices which can / should be automated


Develop an account plan for the year, defining account objectives, initiatives and schedule

Manage Forecasting - Working with the client to assess client's upcoming activities (e.g. promotions) for i) operations resourcing, ii) identifying gaps in income (against target for the period), iii) identifying potential impact on other parts of the business

- Create action plan to remediate lack of revenue v target (e.g. engineering stock counts)

- Create action plan to engage with Operations to ensure that Outbound, Inbound and Inventory are coordinated based on changes to client trends


Track monthly performance against the account plan

Perform an annual client(s) NPS survey, achieving a minimum score of 7 in this survey.

Deliver on all aspects of meeting and exceeding service level agreements and related KPI's in line with quality, flexibility and reliability.

Own the operational KPI delivery, producing performance statistics for our operational platform against key KPI's.

Assess, communicate and monitor such success factors and metrics that impact results

Identify non-value-added activities and the impact on the business and take decisive corrective action


Project manage client activity (working across the required stakeholders)

Manage and effectively co-ordinate activities and service levels with client(s)s and Operations, managing expectations, timescales and any internal constraints.

Set and manage client expectations on the delivery of all special projects, implementations etc. providing internal Project Plans to the operation with time lines and set responsibilities.

Oversee projects and provide project direction for new client(s) implementations and work alongside all internal departments to ensure delivery is accurate and timely.


Ensure all customer billing is taking place within client(s) time lines at month end, with 100% accuracy.

Working with Finance, analyse client(s) profitability across each of core handling, freight and consumables. Ensure client(s) pricing versus costs are as budgeted, and spot opportunities to optimise margins on client(s) programs.

Prepare and review the month end invoices in line with the client(s) charging schedules and ensure that any additional charges are included, passing to the Head of Sales & Client(s) Services for final check and sign off.

Reconcile specific freight billing, and working with Finance, present margin outcomes at a service level.


Contribute to the new business process in an active manner including, but not limited to:

    • Assisting with writing tender documents
    • Running sales presentations
    • Producing pricing documents
    • Assisting with / Leading tours of the Operation for prospective client(s)s
    • Quarterly Business Review meetings

Work with Operations, take full responsibility of new services deployment.


To effectively motivate, coach, lead and mobilise team efforts in support of building long term mutually profitable relationships with customers

To resolve conflicts as they arise and to handle counter-productive behaviour effectively.

To delegate tasks appropriately.

To provide effective coaching as appropriate.

To provide feedback and respond to associates appropriately

Lead by example.

Set clear and unambiguous objectives where appropriate ensuring they are discussed with and understood by associates.

Hold self and others accountable for the achievement of all performance metrics, including

o Productivity

o Quality

To establish a constructive, impactful and collaborative relationship with colleagues, customers, suppliers and carriers to attain successful delivery.


Where appropriate to do so, take pro-active and decisive corrective action within and outside of perceived scope of influence

Actively demonstrate strong leadership behaviours in line with company values

Behave courageously in upholding core Ingram Leadership behaviours - Courage, Accountability, Entrepreneurship, Alignment and Communication.

Take and accept accountability for results