We're delighted to be working with Carlton Forest 3PL who operate in a fast moving, rapidly evolving industry sector. Due to ambitious growth plans, they are looking to appoint a Key Account Manager to assist in developing and expanding their client portfolio which is key to the success of the business.
This is a Key role which ensures that existing clients retain and grow their business with Carlton Forest 3PL by managing the provision of account management services to them and which positions Carlton Forest as an ambitious and growing force within the 3PL sector.
ROLE DUTIES & RESPONSIBILITIES
Role Specific:
- Work with each client to develop their business and to proactively expand portfolio of services Carlton Forest can provide.
- Gain a comprehensive understanding of each client’s individual contractual requirements through the term of their agreement and to plan and prepare for client reviews.
- Gather and disseminate information from clients into Carlton Forest in a timely and accurate manner.
- Work with the Business Development Manager and the Operational team to recommend and agree strategic growth opportunity plans for clients.
- Work with each Client to understand specific requirements for peak/non-peak distribution and to work closely with the operation to communicate projected client activity and operational requirements.
- Work with the client, and the Commercial Team to establish opportunities to enhance and continuously improve the client’s operation efficiency and the customer experience.
- Expert in understanding primary competitor groups.
- To develop outputs from clients that measure business impacts from cost and/or service perspective.
- Work with the operational team to ensure client forecasts are provided in line with business requirements.
- Establish an annual plan for every client, including profit and loss, growth capability, profit margin and new product and services.
- Ensure activities and strategy protects and develops the Carlton Forest brand.
- Monitor and manage KPI’s for revenue and contract renewal related activities.
- Ensure that accurate and relevant MI relating to data volume profiles / service statistics are available to support decision-making.
- Monitor all client payment for services and respond to any debt situations as per business requirement.
- Form effective relationships with other Commercial Team colleagues and Operational team members.
- Ensure that all client related processes are carried out to the required frequency and completed as per business requirements.
- Ensure that all client provision services are fully defined and documented in service description documents.
- Work with other stakeholders to ensure that all client provision services processes are designed, documented, and embedded within the organisation.
- Ensure that all SLAs and KPIs are consistently and reliably met.
- Operate within the Carlton Forest Health & Safety Policy, procedure and standards adopting safe working practices in line with current Company procedures and to undertake appropriate training in Health and Safety.
- Provide a monthly management report for your client group covering operational performance, service level achievement, service issues and problems, service changes & risks.
- Assess the cost impact of any new or changed client services and report the impact of any such changes on the currently agreed budget and forecast.
PERSON SPECIFICATION
Experience:
- 2 years+ experience of client management in a commercial setting
- Warehousing and Logistics experience is required.
Essential Skills and Attributes:
- Excellent financial awareness
- Strong commercial acumen
- Thorough and methodical approach, with a good eye for detail
- Excellent written and oral communication skills
- Good PowerPoint and Excel skills
- Analytical
- Strong Negotiation Skills
- Self-motivated and pragmatic
- Strong stakeholder management skills, able to navigate the corporate landscape, quickly establish credibility and build effective, collaborative, working relationships at all levels
- Ability to work under time constraints in a team environment
- Able to always act in a professional manner to the benefit of the company and maintain confidentiality at all times
Role Specific Requirements:
- Full UK Driving License – due to business related travel (national coverage)