Account Manager at Ten Lifestyle Group

• To understand all owned accounts and their history with Ten.
• To understand the clients’ organisational structure.
• To build strong and trusting relationships at all levels with our key account client contacts.
• To run effective monthly review meetings and Quarterly Business Reviews.
• To ‘own the narrative’ with the client and share positive evidence to support this.
• To gain insight and understanding of the clients’ wider commercial business objectives and be a key influencer within the clients’ business for strategic decisions connected to their customer engagement and retention goals.
• To manage the balance between the client’s needs and what is realistic and possible for Ten, within the contract price, to mutual satisfaction.

Driving the commercials and key metrics

• To have a thorough knowledge of the contractual terms of each corporate agreement.
• To manage the RFP process for contract renewal.
• To have appropriate plans in place to drive the key metrics of each contract.
• To work with the Member Communication team to ensure the right levels of engagement are achieved.
• To identify opportunities to grow the size and value of the contract.

Management Information and business analysis

• To provide accurate MI reports on time accompanied by a positive commentary reinforcing the value of the service.

• To identify and highlight potential issues / opportunities early, initiating ad hoc analysis in order to fully understand circumstances swiftly and to take the required actions to resolve.

Day to day account management

• Ensuring invoices are well ordered and clear to the client to enable payment being made on time.
• To manage any day-to-day queries/issues with the Client promptly.
• To intervene in any member satisfaction issues to ensure they are solved quickly and to minimise any damage at the account level.
• To ensure the lifestyle managers and the operational team are clear on the evolving requirements and service levels of all corporate accounts.
• To work effectively with Operations to successfully deliver the SLAs every month.

Requirements

We are looking for

• Excellent written and verbal communication skills
• Natural ability to build strong relationships
• Ideally a background dealing with large financial clients
• A highly numeric mind and a love of data
• Great commerciality
• Ability to work under pressure and to tight deadlines