Head of Operational Account Management - Customer Service Leader

Head of Operational Account Management - Leading Automotive Fleet Management Provider
Upper Heyford (Bicester) or Thurleigh, Corby 
£50,000 - £55,000 (dependent on experience) + Benefits

++ Do you have experience of managing account managers or operational managers? Do you have experience of managing and developing a team in a customer service environment? Do you have experience of monitoring KPIs, creating robust action plans and carrying out route cause analysis? If so, we'd love to talk. Automotive sector experience not essential ++

About the Company:

Our aim is to drive growth along the automotive value chain, focusing on the core business: increasing volumes, creating value-added services and driving efficiency. We pride ourselves in excellent service and advice, with large state of the art workshops and friendly experts trained to deliver to a variety of manufacturer standards

We operate the most networked automotive business in the UK providing: New Vehicle Services, Fleet Management solutions, Defleet & Refurbishment, Automotive logistics.
Specifically within Fleet Solutions, our services and expertise covers all aspects of the life of a vehicle. 

In the first instance, this may be a new vehicle requiring PDI and preparation to be handed over on behalf of retail partners, rental partners, become part of a demonstration fleet, go to high profile events including track or static display or to be delivered to a manufacturer company car driver. This extends beyond handover to being able to support the driver of that vehicle during the duration of the time that it is “live” – ensuring the driver is kept mobile is our paramount focus. 

Acting as an extension of our customer organisations, queries can be resolved and support is given to be ensure the end drivers are supported including any V5, fine or contravention management. Finally, as the vehicle approaches the end of its initial purpose, our organisation ensures that the vehicle can be defleeted and refurbishment undertaken to both used car or enhanced retail ready standard for its onward journey direct to auction or to the new owner of the vehicle. 

We support over 40 customers across each of these services and ensuring operations, logistics and direct customer operational support work together is key to ensuring our commitment and performance levels for each of our customers is achieved. Often the customers we deliver services for and on behalf of, have a wider relationship with the Group organisation and any impact or failure of service can have far-reaching consequences. 

The Head of Operational Account Management Role:

Reporting to the Products & Services Director, you will lead the operational account management team to develop and execute our services to our customers.

The Head of Operational Account Management is responsible for ensuring that our service-level commitments to our customers is achieved or robust action plans are implemented to ensure that they are. You will work closely with a number of the business's functions including Operations, Logistics, Customer Services, Sales, Marketing, IT, Legal and others as required.

The ideal candidate will be a driven and results-oriented individual with a positive outlook and a focus on the service delivery for each customer, and therefore increasing business value.

You must be an expert communicator both internally and externally as a direct escalation point for our customers. 

Supervisory Responsibilities:

+ You will have 6 direct reports for this position

Main Duties/Responsibilities:

+ Operational Customer Management:
+ + Define clear management reviews 
+ + Direct management responsibility for team members who are responsible for specific customers
+ + Forecast and track customer account performance
+ + Identify service level maintenance or improvements
+ + Communicate and co-ordinate customer requirements, decisions or intentions
+ + Work with Product Managers to enable key developments based on specific customer feedback
+ Work closely with relevant stakeholders in Operations, Logistics, Customer Services, Sales, Finance, Remarketing, IT, Legal and others as required
+ Champion our services within and outside the business

Required Skills:

+ Experience of account and team management
+ Expert Communication Skills
+ Expert Influencing and Facilitation Skills
+ Technologically adept
+ Enthusiastic and driven with a desire to succeed

Desirable Skills:

+ Experience in the automotive industry
+ Experience in P&L ownership 

You may have worked in the following capacities:
Operations Team Manager, Head of Customer Services, Head of Account Management, Customer Account Management Lead, Service Delivery Manager, Head of Customer Ops, Account Management Operations Manager, Customer Services Trainer.

Interested? Just Apply Below...

...But first, by applying you consent to your application being processed and passed to the recruiting client for review for this vacancy only in accordance with our Data Privacy Notice which can be found on our company profile and/or website. If you have any pre-application questions please contact us first quoting the job title & reference number. Good Luck. Team RR.