Hybrid Key Account Customer Relationship Manager

at Rentokil Initial

• Job title: Key Account Customer Relationship Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Claremont, South Africa

About the role

• Key Account Customer Relationship Manager overseeing sales and service relationships for customer accounts in South Africa. Acting as a primary contact and providing solutions for customer growth.

Responsibilities

• The aim of the role is to retain and grow business by owning sales, support and service relationships for nominated customer accounts.
• The KACRM will act as a “conduit” to key touch points in the business and provide long term robust solutions for customers, which enhance and deliver partnerships for growth.
• This role will be reporting to the UK business.

Requirements

• Central point of contact to a KA Customer Sector, support the KAMs with retaining & growing a designated portfolio accounts against a designated set of targets.
• Provide leading edge “Proactive” & “Reactive” contact strategies that are customer defined.
• Lead on “After Sales Service” queries for customers within the designated portfolio, ensuring that the monitoring of progress is paramount to agreed customer service level agreements.
• On-boarding of new contracts and “Welcome Pack” and “Introductory” review with customers where required
• Provides the customer with a “One Stop Shop” desk based named contact into the business.
• Offers Intensive “Wraparound Care” for risk customers with priority planning process.
• Review CSI and Net Promoter feedback and deploy action plan to improve customer experience.
• Ability to view a customer 360 degrees and prioritise customers for service/sales/support.
• Ensuring that actions required for financial targets are deployed with customers on behalf of the business and recovered to mutually benefit both parties.
• Define contact plan within designated portfolios to minimise “risk” and maximise opportunities.
• Target for business growth sales & service team and individually on specific accounts.
• Co-ordinating customer projects, including major mobilisations, special events and bespoke products together with a contingency plan for each of these.
• Responsibility for retention of owned portfolio and supporting branch.
• Co-ordinate key account reporting and analyse issues up front to proactively resolve.
• The 100% delivery of profiled customer closed loop solution.
• Complete ‘Account Reviews’ with portfolio customers
• Maintain customer portals
• Key Deliverables
• To achieve agreed retention & growth targets within designated portfolio
• To deliver and exceed portfolio & customer SLA’s within the agreed account plan and strategy.
• To source solutions for all customer queries against designated portfolios through on-going negotiation with key touch points within the Business.
• To deliver an improved customer satisfaction for “New” & “Existing” customers in relation to account set up and mobilisation.
• The account manager will analyse RI performance for service and operations against agreed customer SLA’s and make recommendations and deliver long term improvements.
• The Account Manager will ensure the CRM management of the account is accurate at every level & that customer interaction are reflective in all primary data systems
• The account manager will work with customers educating and developing their understanding of our business regulations and compliance to support lean processes that mutually benefit the business and customer.

Benefits

• Company contribution to Medical Aid and Pension / Provident Fund
• Opportunity for Growth and Development