Client Service Manager - FMCG (Nationwide)

We are recruiting for a Client Service Manager, overseeing a field sales team working in the FMCG sector. As a key member of the team this role is expected to make a significant contribution to the culture within our customer's organisation, via demonstrable initiatives to drive best practice and continuous improvement. A winning attitude combined with a digital mindset is essential for success in this role. The focus of this role is to provide visible and “hands-on” leadership of the client team to enable and drive performance that exceeds client expectations, by adding value beyond the agreed KPIs. You will develop a strong relationship between your team and the clients and oversee execution of high quality service delivery underpinned by excellent sales performance in order to enable growth for the customer and a positive return on investment for the client. You will work closely with senior management team to control costs and maximise revenue.  Critically, you will be a senior leader within the customer's organisation, living their values while driving, improving and growing both their business and their clients’ businesses. 

 

 

Responsibilities:
- Lead the client relationship and oversee planning and delivery of all sales, reporting and operational activity across the team 
- Support and develop the sales manager and wider team to ensure a continuous improvement mindset 
- Oversee recruitment, training and compliance across the team 
- Optimise revenue and costs to ensure ROI targets are met for our customer and their client's 
- Manage and deliver core client and company KPIs to ensure the success and sustainability of the team including 100% sales targets, quality & compliance and reporting 
- Build relationships with the client and generate new opportunities for revenue streams within the business. 
- Lead by example through consistently excellent behaviours that support an environment of professionalism and commitment to serving our client to the highest standards 
- Manage field team reporting to ensure all activity is recorded, reported and analysed for insights 
- Use reporting data to provide insights for the client to drive their business 
- Assist the business by participating in other group projects 
- Undertake to learn new ways of working to support evolving company needs and client expectations, and support

 
Qualifications:
- Two to five years’ experience leading successful field teams in the On Trade and/or Retail sectors 
- Experience providing coaching and development support to a field team 
- Strong IT Skills. Be comfortable working with Microsoft Office including Excel and Outlook, and preparing presentations on Word and PowerPoint 
- Demonstrable knowledge and insight of On Trade and/or Retail sectors


Essential:

- Passion for field-based working, with an ability to work both autonomously and create strong relationships 
- Motivation to provide consistently excellent sales results for our client, and to meet and exceed agreed targets on client service, execution and reporting 
- Ability to motivate others to perform at best in class levels 
- High attention to detail 
- Flexible in approach to work practices, including willingness for travel and field work as required 
- Commitment to continual personal and team development 
- Skill with coaching and developing people to maximise their motivation, performance and competencies  
- Strong time management and organisation skills 
- Initiative and ability to perform independently and without direct supervision 
- Problem solving skills and a drive to identify and implement new ways of working 
- Communication Skills  
- Excellent verbal and written communication skills 
- Ability to communicate effectively with people from different business areas including office and field team, client contacts, customers and colleagues 
- Ability to influence decision makers to the benefit of our customer and it's clients 

  
Benefits:
- Excellent salary 
- KPI related bonus 
- Flexible working conditions with a high degree of autonomy 
- Company vehicle and fuel card 
- Additional annual leave allowance 
- Laptop, tablet and mobile phone 

  
Measures of Success: 
- 100% KPI target achievement quarterly, including sales volume, headcount, retention, active rate and compliance 
- On time, accurate reporting completion for both the customer and the client 
- Excellent results on both the client and employee annual engagement surveys, reflecting the culture, morale and performance of the team 
- Support the senior management to identify and win new business opportunities across the client portfolio 
- Identify and implement one new or improved way of working each quarter which will add value to the client and/or improve the customer's ways of working 
- Drive revenue for the business by maintaining and exceeding where appropriate the client budget 

 

 

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