Customer Experience Manager

• Work Location UK: United Kingdom
• Office location: London
• Position: Commercial Operations
• Work pattern: Monday - Friday (8.30 - 5.30)
• Employment type: Permanent, Full Time

THE ROLE

Are you an energetic, motivated team player who is passionate about account management and customer experience?

If so, you might be the perfect candidate we are looking for!

We are seeking to hire a skilled Customer Experience / Key Account Manager who will be responsible for building and maintaining relationships with our most important clients.

Our ideal candidate is able to identify customer needs and be passionate about exceeding client expectations.

KEY RESPONSIBILITIES

• Develop trusting relationships with a portfolio of major clients to minimise the threat of competition.
• Acquire a thorough understanding of key customer needs and requirements.
• Detailed understanding of the customer’s contracts and relationship with RDS.
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Ensure the correct products and services are delivered to customers in a timely manner.
• Serve as the link of communication between key customers and internal RDS teams.
• Resolve any issues and problems faced by customers and deal with complaints to maintain trust.
• Play an integral part in generating new sales that will turn into long-lasting relationships.
• Develop a growth strategy focused both on financial gain and customer satisfaction.
• Resolving customer problems by understanding any issues that arise and liaising with Customer departments (e.g. Service, billing, IT, toner ordering etc.) to solve the problem and communicate with the customer effectively.
• Manage the planning of client-facing monthly or quarterly account review meetings including briefing of the Account Director/sales Leadership, ensuring that the Management Information (MI) reports are correct and relevant to the client’s requirements.
• Prepare & present Mi reports via teams & face to face showing volume trends to external stakeholders.
• Prepare & present Power Bi reports via teams & face to face showing analytical discoveries.
• Manage additional installations, removals and machine moves for the customer.
• Have a good understanding of the customer’s future strategy such as change of locations and growth etc.
• Act as key point of contact for both clients and internal teams alike for day to day running of the department.
• Establish regular meetings with the Sales lead to keep them updated on the account.
• Contribute to both role and team continuous improvement activities.
• Demonstrate high degrees of flexibility in working patterns due to changing demands of customers and ensure that we are available to meet our clients’ needs where possible.
• Managing your time to meet deadlines and to achieve the key performance indicators for your role.
• Demonstrating high degree of flexibility in working pattern due to demands of the deal location and deadlines.
• Attend and participate in meetings as requested.
• Adhere to all RDS policies and procedures.

ESSENTIAL SKILLS

• A Levels or commensurate experience
• High competency in Microsoft Office (including Excel, Word & PowerPoint)
• Be a problem solver with analytical and organisational skills
• Demonstrate drive and ambition
• Commercially astute and business aware
• Excellent presentation, communication and negotiation skills
• High level of integrity
• Strong negotiating and influencing skills
• Smart and presentable in keeping with the role
• Show excellent time keeping
• Can do attitude to everyday challenges
• Be articulate both in written and verbal formats
• Be innovative with great listening skills and ability to read and interpret client requirements
• Show ability to work in a team
• Show respect for your team members

DESIREABLE SKILLS

• Educated to degree level or equivalent
• Experience in contracts and client engagement
• Experience in industry-specific or equivalent commercial models
• Teams, Asset Management Solutions, Experience with our industry-specific or equivalent commercial models

WHAT’S IN IT FOR YOU?

At Right Digital Solutions, we believe an open, transparent working environment that encourages ingenuity and collaboration – with colleagues, customers and clients – is what makes us so effective at what we do.

You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country – the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential – whatever that means to you.

OUR VALUES

RDS’s values are at the heart of our business. We believe that our colleagues should be open, ingenious, collaborative and effective; honest, straight-talking people who are highly intelligent and creative, who work brilliantly as part of a team or leading a team, and who never accept mediocrity.  We’re looking for people that personify RDS’s values, who get involved in different things, deliver what they promise, take responsibility, embrace diversity, and respect their colleagues.

What Do I Need Before I Apply

You must be eligible to work in the UK.

HOW TO APPLY

Please send email a cover letter and a copy of your CV to jobs@rightdigitalsolutions.com and include the name of the role (commercial operations administrator) in the subject of your email