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      • london, london
      • temp to perm
      • £35,000 - £50,000 per year
      • randstad financial services
      This role is offered initially at a 12month FTC but has HUGE potential to go permanant! The Role My client has designed a new vision and strategy that better responds to our customers achieving maximum value and savings in the current challenging wider landscape. The new strategy puts enhanced customer service and engagement, category management, bespoke solutions and supplier relationship management at the heart of what they do. As a result, the customer team have a newly created Account Officer post. Reporting to the Head of Account Management, the account officer will play a vital role in the business success. The postholder will support on providing better engagement and business intelligence, as well as develop existing and new business opportunities, meeting the Steering Board agreed savings and revenue targets. This will be a multifaceted role with responsibility for the health of customer relationships, as well as driving existing and new business growth. The postholder will work across all category experts, other departments, and the customer team to ensure that members' requirements are met with a well-considered approach in line with the customer journey and business strategy. The postholder will stay on top of the current landscape to highlight business and service critical customer and competitor information. The postholder will input into developing resolution strategies with category experts that ensures continued service improvement and competitive edge. Main Duties and Responsibilities Develop account plans that underpins both customer retention and drivers for new business growth, to ensure that mechanisms for growth include current customer and competitor analysis. Support the business to become a centre of procurement excellence within the health economy and across the wider public sector by ensuring customers and the market understand their value proposition in order to influence buying decisions. Represent the customer voice and provide competitor Intel in the development of their value proposition to all departments across a group, specifically with Procurement, HR, Estates, Digital and project teams. Develop strong relationships with existing customers as well as connected stakeholders across the wider service to build their reputation and strategic position. Represent the group as a progressive, proactive, responsive and innovative organisation with a purpose to improve peoples' lives through the delivery of best in class procurement, with an ambition to reach 'world-class'. Take a proactive and resilient approach to ensure all agreed customer actions are delivered within the agreed timescales, whilst escalating delivery risks at the earliest opportunity.Customer retention and increase existing spend Collaborate with the Head of Account Management, category experts and member services team and to develop strategic account plans that respond with tactical and tailored solutions. Co-support on development of the customer segmentation model to inform the commercial strategy and subsequent account plans and customer strategies. As the liaison between customers and the business to ensure: - Category experts are engaged and involved with members as subject matter experts, as and when required with the aim to influence buying decisions and increase spend in the existing services. Working collaboratively with category experts to support customers in meeting their targets - by identifying tailored savings opportunities and value through using their contracts and expert strategic consultancy. Provide the customer voice in category and sourcing strategy development, working into the category experts as and when required. Ensure expected outcomes of the Board and in particular the growth and Activity Based Income (ABI) targets are achieved. Ensure customer concerns, fulfilment issues and feedback are dealt with and escalate to the Head of Account Management Manager where relevant. Support the on developing membership fee packs to drive uptake of specific and general initiatives. Lead the delivery of allocated agreed growth and retention targets and KPIs set by the Head of Account Management within the desired timeframe. Input into the Campaigns and Communication team to provide up to date customer and market information as well as key highlights and events (procurement forum and external consultancy workshops). Added customer value Share best practice and encourage collaboration between customers. Identify and connect customers with the aim to share best practice case studies in procurement. Work with the Business Intelligence team to communicate collaborative procurement opportunities between customers with the aim to promote best practice and embed data expertise as a customer benefit. Customer serviceLead on embedding and continuously improving the customer journey strategy. Ensure customer points of pain are highlighted and resolved as soon as possible. Be a point of access for customers, coordinating and responding to all customer queries bringing in the Account Management team and subject matter experts as and when relevant. Ensure that external reports and communication to customers are accurate and delivered on time. Ensure all related marketing and communications activity scoped are in the account plans and work with account, campaigns and communications managers within the customer team to adapt content as and when required should customer requirements change. Customer data management and reporting Input into streamlining internal customer update and information gathering processes to ensure alignment across all workstreams. Provide reports and face to face updates on account plans to the leadership and customer team. Support the development of smart customer reports (internal and external) in close collaboration with the Head of Account Management and the Business Intelligence team, to produce critical market access meeting briefing documents. Input into the contact database system to ensure it relates to and works for the customer and business strategy. Monitor and ensure delivery of workstream activity with customers to ensure it meets customer objectives. Escalate any issues on service delivery to category leads and Head of Account Management. Hold regular review meetings with customers and category leads respectively to ensure account plans and strategies are relevant. New business growth Identify new business opportunities through horizon scanning, keeping up to date on competitor behaviour and linking with category experts and Business Intelligence teams to obtain market intelligence. Support Head of Account Management by inputting into conversion strategies.Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003
      This role is offered initially at a 12month FTC but has HUGE potential to go permanant! The Role My client has designed a new vision and strategy that better responds to our customers achieving maximum value and savings in the current challenging wider landscape. The new strategy puts enhanced customer service and engagement, category management, bespoke solutions and supplier relationship management at the heart of what they do. As a result, the customer team have a newly created Account Officer post. Reporting to the Head of Account Management, the account officer will play a vital role in the business success. The postholder will support on providing better engagement and business intelligence, as well as develop existing and new business opportunities, meeting the Steering Board agreed savings and revenue targets. This will be a multifaceted role with responsibility for the health of customer relationships, as well as driving existing and new business growth. The postholder will work across all category experts, other departments, and the customer team to ensure that members' requirements are met with a well-considered approach in line with the customer journey and business strategy. The postholder will stay on top of the current landscape to highlight business and service critical customer and competitor information. The postholder will input into developing resolution strategies with category experts that ensures continued service improvement and competitive edge. Main Duties and Responsibilities Develop account plans that underpins both customer retention and drivers for new business growth, to ensure that mechanisms for growth include current customer and competitor analysis. Support the business to become a centre of procurement excellence within the health economy and across the wider public sector by ensuring customers and the market understand their value proposition in order to influence buying decisions. Represent the customer voice and provide competitor Intel in the development of their value proposition to all departments across a group, specifically with Procurement, HR, Estates, Digital and project teams. Develop strong relationships with existing customers as well as connected stakeholders across the wider service to build their reputation and strategic position. Represent the group as a progressive, proactive, responsive and innovative organisation with a purpose to improve peoples' lives through the delivery of best in class procurement, with an ambition to reach 'world-class'. Take a proactive and resilient approach to ensure all agreed customer actions are delivered within the agreed timescales, whilst escalating delivery risks at the earliest opportunity.Customer retention and increase existing spend Collaborate with the Head of Account Management, category experts and member services team and to develop strategic account plans that respond with tactical and tailored solutions. Co-support on development of the customer segmentation model to inform the commercial strategy and subsequent account plans and customer strategies. As the liaison between customers and the business to ensure: - Category experts are engaged and involved with members as subject matter experts, as and when required with the aim to influence buying decisions and increase spend in the existing services. Working collaboratively with category experts to support customers in meeting their targets - by identifying tailored savings opportunities and value through using their contracts and expert strategic consultancy. Provide the customer voice in category and sourcing strategy development, working into the category experts as and when required. Ensure expected outcomes of the Board and in particular the growth and Activity Based Income (ABI) targets are achieved. Ensure customer concerns, fulfilment issues and feedback are dealt with and escalate to the Head of Account Management Manager where relevant. Support the on developing membership fee packs to drive uptake of specific and general initiatives. Lead the delivery of allocated agreed growth and retention targets and KPIs set by the Head of Account Management within the desired timeframe. Input into the Campaigns and Communication team to provide up to date customer and market information as well as key highlights and events (procurement forum and external consultancy workshops). Added customer value Share best practice and encourage collaboration between customers. Identify and connect customers with the aim to share best practice case studies in procurement. Work with the Business Intelligence team to communicate collaborative procurement opportunities between customers with the aim to promote best practice and embed data expertise as a customer benefit. Customer serviceLead on embedding and continuously improving the customer journey strategy. Ensure customer points of pain are highlighted and resolved as soon as possible. Be a point of access for customers, coordinating and responding to all customer queries bringing in the Account Management team and subject matter experts as and when relevant. Ensure that external reports and communication to customers are accurate and delivered on time. Ensure all related marketing and communications activity scoped are in the account plans and work with account, campaigns and communications managers within the customer team to adapt content as and when required should customer requirements change. Customer data management and reporting Input into streamlining internal customer update and information gathering processes to ensure alignment across all workstreams. Provide reports and face to face updates on account plans to the leadership and customer team. Support the development of smart customer reports (internal and external) in close collaboration with the Head of Account Management and the Business Intelligence team, to produce critical market access meeting briefing documents. Input into the contact database system to ensure it relates to and works for the customer and business strategy. Monitor and ensure delivery of workstream activity with customers to ensure it meets customer objectives. Escalate any issues on service delivery to category leads and Head of Account Management. Hold regular review meetings with customers and category leads respectively to ensure account plans and strategies are relevant. New business growth Identify new business opportunities through horizon scanning, keeping up to date on competitor behaviour and linking with category experts and Business Intelligence teams to obtain market intelligence. Support Head of Account Management by inputting into conversion strategies.Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003

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