Business Development & Account Manager at Broll

EDUCATION

• Sales or project management degree / diploma.

EXPERIENCE

• 4 – 6 years’ Experience in the property industry. This requires, leasing and broking experience as well as an understanding in the corporate, Interior design sector.

ROLE RESPONSIBILITIES

• The focus of this role is on generating sales for the business, expanding the client base, and meeting sales targets in order to ensure commercial success. Priority should also be placed on maintaining good working relationships with clients.

Business Development & Networking | Growing Client & Business Potential

• Aim: Expand the client base with the aim of bringing in business and meeting sales targets set out by the company
• Prepare monthly sales targets that align with the annual targets for ID.
• Identify, generate and handle sales leads and pitch to potential clients.
• Attend industry functions, including conferences and association events, as a networking opportunity to grow potential leads and contribute information and feedback on upcoming market trends.
• Continuously stay up to date with developments in the market, identify new clients and market changes. Utilise this information to identify new opportunities for sales campaigns.
• Keep up to date on competitors and service delivery within the market so as to have a strategic advantage.
• In order to generate leads and sales for the business, cold call and create meetings with potential clients.
• Take initiative to find old buildings and set up meetings with their owners for business development purposes.
• Ensure that, in all interactions with potential clients, you demonstrate great knowledge around the products and services offered.
• When representing ID display a friendly demeanor and behave in a way that best represents the company’s brand and values.
• Effectively and calmly negotiate with clients to ensure the best deal for the business while also being fair to client needs.
• Use the companies allocated CRM system to document every lead. Track the status of each lead and the probability when a lead materialises into a sale.
• Keep a record of sales on Nutshell. Update this weekly.
• Establish and maintain a business development database and utilise this to extract new business.
• Be as proactive as possible in generating leads and converting them to sales for the business.
• Proactively obtain information internally.

Client Relationships | Building Strong Client Relationships in Sales & Through Account Management

• Aim: Maintain good working relationships with clients by ensuring client satisfaction and by sustaining a line of open communication with them.
• Build positive relationships with clients by establishing trust and making an effort to understand clients’ needs.
• Discuss the proposed budget with the client and illustrate that you understand their requirements and budget.
• In your capacity as an Account Manager, act as a point of contact for clients throughout the project and continuously update them on the progress of the current project.
• Respond to clients timeously by returning phone calls as soon as possible and returning emails within 12 hours.
• Follow up with clients, on an on-going basis and see if they are satisfied, have been properly served or have any concerns.
• When interacting with clients, actively listen to them and communicate in a respectful and friendly manner. Try to connect with clients.
• Effectively handle any client objections. Analyse the problem, ask probing questions, and provide solutions.
• Maintain a good relationship with clients in order to retain memberships and accounts.
• Follow ID Account Management process for all long term and repeat clients.
• Proactively listen to clients.
• Attend every client meeting.
• Within 24 hours, send clients minutes of client meeting.
• Update relevant documentation in project folder on server.
• Oversee that the design is executed according to the brief.

Creating a Brief | Understanding Client Requirements

• Aim: To understand the client’s requirements and the needs of the people using the space and to translate this information into a successful design and space planning by collaboration with the rest of the ID Team.
• Understand the client’s requirements and the needs of the individuals who will Utilise the space. Attend briefing meetings, where possible. Ensure that during briefing meetings you ask the right probing questions to gather any additional information on the client’s requirements.
• Understand how the client’s current working space functions in terms of circulation and relationships between different departments.
• Conduct the initial site meeting and compile briefs that consider the client’s objectives, time-frames and budget for the proposed project.
• Once you have confirmed the brief, share this with the design and project team

Account Management | Duties & Responsibilities

• Aim: Ensure clear lines of communication between the client and ID. Develop a robust relationship with the client and ensure that the project is delivered on time and meets client expectations.
• At the start of the project:
• AM should introduce themselves to the client as the main contact from ID
• Attend/Give the presentation.
• Agree to a project timeframe with the PM and internal contractors. Ensure that the date that you give to the client for Practical Completion is 2-3 days after your internal deadline for the project, to allow time for minor delays, snagging and to give us an opportunity to complete EARLY and wow the client.
• Introduce other members of the ID Design team to the client so that:
• the client gets to meet multiple layers of the company
• there is at least one back-up contact for when the AM is unavailable.
• Go through the client’s website and any documentation available to get to know them.
• Understand and gain a working knowledge of the client’s portfolio of buildings.
• Identify who the back-up AM should be.
• Check the design of the project to ensure it matches the client brief.
• Check the costing matches client budget.
• Celebrate the win and the close of the project with client and team.
• Understand the optimal way to communicate with the client, based on what suits them best. If this is WhatsApp, start a WhatsApp group with the client, designer & back-up AM.
• Ensure key signed documents are saved in the project folder on the server During the Project:
• Effectively and consistently communicate with the client with a personal touch. For example, take the client for a celebratory breakfast on the first day the client moves in or write them a note welcoming them.
• Advise the client to cc. the AM in all correspondence with ID.
• Respond to client’s correspondence in a timely manner. General guidelines as follows:
• Emails to be responded to on the same day
• Calls to be returned within two hours
• Set up monthly meetings to discuss ongoing projects
• If a client requests a new meeting, send meeting request to the client within 24 hours
• Maintain records of minutes of all client meetings, and file minutes on the drop box or one drive folders.
• Attend weekly meetings with the client and PM to address any potential issues on the site.
• Provide regular status updates for the client. Ensure that the project update gets sent every Friday.
• Use WhatsApp as a tool to send the client progress images and informal updates. This is also a good way of allowing the client to address concerns, in an informal manner.
• Be honest! If we expect delays, make sure these are communicated to the client as soon as possible.
• During the course of the project, look for opportunities to expand the scope of works, in a thoughtful and considered manner.
• Anticipate the client’s potential future project needs. Identify buildings that may require a refurbishment and suggest having a look at it.
• Everyone should adhere to the folder structure and ensure that files are saved to the project folder on the server and not just laptops.

At the end of the project:

• Send a hand written thank you note (with a small gift; to be discussed) to the client.
• Request a reference letter.
• Send client a feedback form when the project has ended (within one week).
• Upon receipt of the feedback form, organise a follow up meeting with the client to go through the feedback.
• Ensure that feedback is saved in the project folder.
• Share the feedback with the rest of the team.
• Share top 3 learnings from the project.

Draw up an action plan:

• If the client has a future project in the pipeline, schedule in a catch-up.
• Address any areas that need improving as highlighted by the client.
• Check-in with the client two-months after project completion.

General |Ongoing Additional Responsibilities

• Aim: Additional responsibilities to be done to ensure effective business processes and governance.
• Assist with Marketing and Brand Strategy on an ongoing basis.
• Work with the Broll brokers to strengthen pipeline and potential leads
• Ensure all client communication has been recorded in writing and communicated to the entire project team.
• Ensure communication to client is prioritised; and all client’s requests or correspondence are responded to as a matter of urgency.