Account Support Manager

Job description

Ref: req39069

Position: Account Support Manager
Location: Watford
Customer: TK Maxx
Grade: RCS M
Contract Type: Permanent (Full-Time 40 hours a week)
Closing Date for Applications: 20th May 2017

As an Account Support Manager, you will be responsible for building customer relationships, fostering open & honest dialog to cultivate trust & promote DHL as the provider of choice. To support the TJX Account Manager in achieving the profitability and growth targets within functional area of responsibility. This is a role to manage the Specialist Team based in the customer premises in Watford and to provide support and another level of escalation for the customer. The workload will vary based on the activity created by the Daily Operations and the Projects launched within the customer and Ops teams. This also is dependent on the performance of the account, if the levels dip then there will of course be an increased need for the secondary escalation point and support of the Account Manager and Analyst team. To drive the delivery of high quality & cost efficient service, demonstrating a passion for service excellence with tenacious root-cause analysis and innovative process improvement solutions

Key Responsibilities in this role will include:
To establish and maintain excellent working relationships with Customer
Pro-actively Identify key Customer concerns and develop sustainable solutions within financial constraints
Own monthly customer reviews
Period Review pack and IT solution offering is robust, accurate & consistent across all accounts
Continuously assess and determine future areas of optimisation and offer sustainable solutions to the Customers
Build trusted relationships with other DHL teams to drive integration and collaboration
Champion and promote First Choice at all levels
Develop a team approach within the CDC's and DHL Operations Team
To comply with best practice and highest standards and ensure these standards are consistently achieved, reviewed and improved
Continually review performance metrics of hauliers & business partners
Manage the service levels directly and remotely for all aspects of the customer based and DHL cc locations
Operate within defined corporate and legislative requirements
Establish submission calendars to ensure deadlines are met with regard to reporting timescales, ensure reporting is robust and accurate
To manage the Specialist Team based in the customer premises in Watford and to provide support and another level of escalation for the customer
Confidence to deliver workshops and presentations to all grades of staff if required
Manage customer relationships effectively, measured against Customer survey results
Support the Account Manager in the achievement of EAC and EBIT across area of responsibility
Management of relationships with the DHL Operations team & European cc's to enhance in-country capability
Achievement of contractual KPIs, including GMS achievement
Foster & support the development of Joint Business Plans for the TJX Account
To manage multiple customer relationships (Internal & External), fostering open & honest dialog to cultivate trust
To support Growth of Accounts, demonstrating an innovative & collaborative style to add value & leverage the company size & scale
To support the Account Manager in achieving the profitability and growth targets within functional area of responsibility
To drive the delivery of high quality & cost efficient service, demonstrating a passion for service excellence with tenacious root-cause analysis and innovative process improvement solutions
Relationship with the Customer - Own the continued development of strong two-way relationships with the customers
Relationship with Operations - Foster relationships with the Operations team and sites, and to ensure the delivery of service & operational excellence, exceeding customer expectations
To continually review & evaluate the contracts performance with pro-active escalation, innovation and collaboration to support the effective development of the contract, to drive efficiency improvements, synergy opportunities and added value to delight the customers with tailor made solutions
Support the Account Manager to ensure delivery of the account P&L's and concise budgetary control
To operate within defined corporate and legislative requirements for all aspects of the operation
Support the creation of the Monthly Pack creation for the Period Review
Attend Customer Period Review meetings when required where presentation of performance will be required

Desired profile

Key skills and experience in this role will include:
People Management Skills
Leadership Skills
Communicates openly, creates a positive work environment, sets a good example for the team
Develops effective relationships, treats others respect, demonstrates sensitivity to diversity, harnesses difference, fosters positive workplace relationships
Focuses on the needs of customers, drives the team to meet service levels, and collaborates internally to provide customer service
Identifies issues, problems & opportunities, analyses cause & effect, practically solves problems, implements corrective action, uses the teams skills to solve problems
Generates enthusiasm and has a positive attitude to change, overcomes barriers to change, seeks opportunities to improve processes, plans & carries through change
Excellent communication and organisational skills
Good analytical and numerical skills
Excellent interpersonal and planning skills
Excellent communicator (verbal & written)
Internet and Computer literate in MS Word / Excel / MS PowerPoint
Competency in Excel to construct / maintain comprehensive spread sheets
Ideally experience in Supply Chain/ Logistics, particularly with a fashion retail customer
Excellent relationship management skills with an ability to work in a multi-cultural environment
Desirable customer management experience with proven ability to demonstrate empathy
Well-developed influencing, persuading and negotiating skills
Analytical by nature, able to support recommendations with accurate data
Experience in Supply Chain division, ideally with a fashion retail customer
Excellent relationship management skills with an ability to work in a multi-cultural environment
Minimum 2 years customer management experience with proven ability to demonstrate empathy
Well-developed influencing, persuading and negotiating skills
Analytical by nature, able to support recommendations with accurate data
UK and European Linehaul trunking & Final mile store delivery experience in high st multi-drop fashion retail arena preferred
Degree or higher education desirable


What will you get in return?

As a part of a growing DHL population you will receive access to a variety of our excellent benefits which could include; 25 days holiday, pension scheme, medical cover, childcare vouchers, retail discounts, flexible working, training, development and secondments opportunities and MANY MORE.


What you'll need to do next?


If you have a proven track record of achievement to match the requirements for this role and you are looking for your next career move, simply apply online ensuring that a full up to date CV is attached with your application.

We will ensure that all our resourcing activities are fair, transparent and consistent across the UK. We want to ensure that the candidate experience is of the highest professional standard.

The Company is committed to providing equality of opportunity for all employees. Furthermore we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our organisation.