Hybrid Operational Account Manager

at Toyota (GB) plc

• Job title: Operational Account Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Portsmouth, United Kingdom

About the role

• Operational Account Manager overseeing corporate account management with an emphasis on customer satisfaction and process improvement at KINTO. Collaborating with internal teams to enhance operational efficiency.

Responsibilities

• **The role in a nutshell:** You will manage the operational relationship of a set of key corporate accounts, working with all Kinto teams to identify opportunities for improvements & efficiencies and to manage fleet wide operational challenges.
• **A bit about the ‘Department’:** An office-based team supporting our customers to manage fleet wide operational challenges. Working with all Kinto internal teams to identify opportunities for efficiencies & to ensure alignment in terms our customers needs, policy, approach & focus.
• **What you’ll be doing:**
• Customer Relationships – building highly effective, multi-level relationships with your client base, delivering an incredible customer experience. You will need to have the ability to deal efficiently and effectively with fleet wide escalated client queries and be able to manage the client’s expectations achieving a high level of customer satisfaction.
• Project & Process Improvement – You will be expected to drive continuous improvement, regularly reviewing the processes for your customers to identify enhancements and better ways of working. You will need to build relationships and knowledge of all internal teams to enable the implementation of cross-functional change and to share best practice.
• Operational Review meetings – hold regular reviews with your key customers to discuss current activity, trends & challenges. Ensuring we are meeting our customers needs & achieving a high level of customer satisfaction.
• Operational Account Plans – you will create, manage & present account plans for your key customers. Focusing on current & future activity that truly add value & delight our customers.
• Client Management Information - review & analyse various forms of data, stats and SLA’s & KPI’s. You will be responsible for your customers’ management reporting requirements and ensuring this is fit for purpose.
• Customer Policies & Contract Requirements – You will need to have a detailed understanding of our customers own policies, priorities & contract. Using that knowledge to ensure we are meeting our customer’s needs.
• Strategic Support – build excellent relationships with the Strategic Account Management team, supporting our customers in their strategic direction. Helping educate, guide & consult with customers on all industry & wider outside factors.
• **How you could stretch this role:**
• A high achiever in this role will seek a deep understanding of each area of the business & industry as a whole. Using that knowledge to ensure better outcomes for our customers & KINTO.
• This role will enable those that wish to stretch themselves the opportunity to shape & develop the way we do things as an organisation. Adding long-term value for KINTO and our customers.
• This role will enable you to enhance all forms of your communication skill. You will be building long lasting relationships with people & stakeholders at all levels. Both within our organisation & customer base, but also in the wider industry.
• Collaboration with many different departments, provides those in this role with exposure to multiple stakeholders, products, functions. Meaning opportunity for experience & developmental growth in numerous ways.
• **Experience you’ll gain:**
• Wider business & industry knowledge.
• Multi-Level Relationship building
• Exposure to a diverse variety of customers, products, systems and departments.
• **How we’ll support you:**
• A full KINTO induction
• Provide a great learning opportunity to develop the core skills required to excel in the role.
• Give you the space and opportunity to be your whole self at work.
• Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same.
• **As a manager**:
• Regular 1:1’s to provide direction and guidance
• Clear objective setting via our performance management process
• On-going coaching as required.
• Always available for support as needed.
• **What you’ll get to own:**
• You’ll have the accountability and autonomy to manage your own client base. Planning and managing your own workload.
• You will own and have the ability shape many of your customers processes, procedures and policies.

Requirements

• **Key Experience & Skills: **
• Excellent communicator with strong customer focus
• Strong ability to work on own initiative and take ownership
• Excellent analytical & problem-solving skills
• Confident in preparing & delivering presentations
• Good negotiation skills with the ability to think on your feet
• Strong performer within a team and/or individually
• Strategic Thinker with a proven ability to define problems and develop solutions that drive business results and future growth
• Customer champion, ensuring Kinto are aligned in understanding their needs, priorities and values.
• Ability to identify value add and keep our product and service portfolio at the front of our customer’s mind
• Computer Literate (especially Excel, Powerpoint, MS Teams)
• **Attributes & Behaviours**
• Customer first approach
• An excellent communicator, with a clear, approachable & collaborative style
• Strong sense of work ethic, accountability & ownership
• Good attention to detail
• Ability to plan & manage own workload & priorities
• Resilient completionist with a can-do attitude

Benefits

• Bonus earning potential
• 25 days holiday + 8 days bank holiday
• Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
• Hybrid working policy 2 days from home each week should you want to
• Car Scheme following passing of probation
• Private Medical Cover
• Life assurance scheme
• Discounts on different retailers
• Free onsite car parking
• Onsite nursery with discounted prices
• Well-being hour each month
• Discounts on Toyota & Lexus Cars
• Well-being events
• Volunteer Days
• Employee assistance programmes
• Free fruit in the office