Head of Account Management

About the us:

We are a national waste broker, located in Newark on Trent, specialising in providing bespoke recycling and waste management solutions to our customers. We partner with accredited waste suppliers who align with our company values and who we believe best fit the needs of our customers. We work alongside our customers to plan and tailor their waste management needs around their business to help strengthen their Corporate Social Responsibilities (CSR), maximise recycling and deliver cost savings. Our ethos is to be a trusted partner that can be relied on as a safe pair of hands.

We value each team member and invest in their growth by offering fantastic training opportunities. We fully embrace new ideas and challenge old practices to find the very best solutions for our customers, suppliers, and people.

About the role:

Reporting to the Chief Operating Officer, the Head of Account Management will lead all account management efforts to build strong customer relationships, secure retention, and drive growth within existing accounts. The role holder will also be responsible for achieving or exceeding the Company’s revenue and margin targets through strategically developing and optimising accounts.

Main responsibilities will include but not be limited to:

Strategy

• Developing and implementing customer retention and growth strategies aligned with the Company’s goals.
• Writing and executing a comprehensive Business Development Strategy (e.g. that outlines sales plans and growth
  areas by account and overall).
• Creating a culture of exceptional customer service and proactive account management, driving continuous improvement across the Company.
• Cultivating high-level strategic relationships with decision-makers across key and managed accounts, while working
  cross-functionally to align with broader business goals.
• Maintaining up-to-date knowledge of waste/ resource management laws and best practices, ensuring all services comply with the law and best practice and managing associated risks.
• Contributing insights to marketing strategies, collaborating to enhance brand presence and support business growth.

Business Development and Account Management

• Ensuring each key account has an up-to-date Account Development Plan and is managed in accordance with agreed upon objectives.
• Gathering, analysing and acting on customer feedback to enhance service quality, ensuring continuous improvement.
• Identifying and pursuing business development opportunities through upselling, cross-selling, and innovation, adding tangible value to customers.
• Maintaining a comprehensive record of all current contracts. Ensuring all contracts are current, signed and retrievable,
  with timely reviews in accordance with Account Development Plans. Owning and managing retendering and bid processes to maximise retention and value with existing customers.
• Leading the bid management process for retenders and formal bids with existing customers, ensuring compliant submissions align with customer specifications and business objectives.
• Monitoring the commercial performance of accounts against targets and continually act to achieve target or adjust the target (as agreed), ensuring contract compliance, profitability, and margin retention. Maintaining an up-to-date understanding of all contractual terms and obligations, negotiating and renegotiating as needed to maximise value.
• Representing the Company at external events and meetings including industry events, conferences and client meetings.

People Management

• Building and leading a high-performing, customer-focused team committed to delivering exceptional service and understanding both strategic and operational needs.
• Providing coaching and development for team members to enhance their skills, expertise, and commercial awareness including in relation to account management, business development, sales, commercial awareness, contract management, selling skills, and negotiating skills.
• Implementing performance management practices and developing a positive team culture aligned with Company values.
• Building proactive relationships with internal stakeholders to support team and Company-wide goals.

Process Management

• Actively and positively contributing to the identification and implementation of efficient and effective processes for the mobilisation, management and demobilisation of accounts and services.

General

• Reporting accurate and relevant information to management.
• Working away from home, with some overnight stays.
• Collaborating with management and other teams as reasonably required to achieve overall Company success

About you:

Skills:

• Strong presentation, selling, and communication (oral and written) skills with proven ability to influence and negotiate.
• Proven leadership skills.
• Ability to exhibit innovative thinking for process improvement and goal attainment.
• Excellent time management and organisational skills.

Knowlegde and Experience:

• Experience in managing, coaching, and motivating high-performing teams.
• Strategic planning and business development experience, ideally with a background in account retention and growth.
• Experience with bid management for retenders and formal proposals for existing accounts, ensuring quality and compliance with strategic objectives and customer specifications.
• Commercial acumen, including strong financial awareness and an understanding of contractual margins.
• Proficiency in data analysis, with the ability to review and interpret complex datasets, e.g., financial and waste information.
• Demonstrated success in retaining and growing key accounts, with extensive experience in B2B Sales, Account Management, or Contract Management.
• Change management experience, including leading teams through operational sifts and improvements.
• Waste management industry expertise with knowledge of sustainability practices (desirable).
• Proficiency in CRM systems and Microsoft Office, particularly Excel.

Qualifications:

• Further or Higher Education qualification in a Business and/ or Environmental discipline.
• Chartered Institute of Waste Management (CIWM) membership (desirable).

Other

• Driver’s license.
• Driver’s license and willingness to travel and stay overnight as required.

Benefits:

• Competitive salary and benefits
• Car allowance
• Company Pension scheme and Life Assurance scheme
• Employee Assistance Programme
• 25 days annual leave per year, plus bank holidays
• Hybrid working options
• Career development and training opportunities
• On-site parking
• Eatzone – our on-site subsidised canteen
• Subsidised gym memberships