Customer Engagement Manager

Location: Nuneaton
Contract type: Full time
Hours: 40 hours per week, Monday to Friday
Salary: £55,000 plus car / car allowance, 33 days holiday, pension, bonus, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme

About the Job

As a Customer Engagement Manager at Unipart Logistics, you will play a key part in supporting and developing customer relationships. You will work in conjunction with the Operations Director / Contract General Manager to support and coordinate relevant functions of the business to meet the agreed customer Joint Vision.

As part of your key responsibilities you’ll:

• Implement and sustain the Customer Engagement System including development of the strategic account plan and management of the various governance processes that ensures the overall experience of the customer and their customers are met and exceeded throughout the contract and beyond
• Support the customer to maintain competitive advantage through its operations and services in the short, medium, and long term
• Understand at a strategic level the customers business and its potential challenges and opportunities, and so further strengthening the relationship and validating the client’s perception of the value provided by UL
• Identify initiatives, re-engineering, deployment of new products or implementation of specific projects that enhance the service offerings to the customer and so maximise efficiency and improve the overall customer experience, doing so with our Supply Chain Engineering team, Business Development, and other Unipart Logistics / Group departments
• Lead and encourage the development of key relationships throughout the account team so that UL are able to build value adding relationships with relevant Stakeholders including Operations and BU Directors and other UL Executives, where appropriate
• Lead and engender a culture of open communication, personal responsibility, and accountability in all those employed across the account
• Co-ordinate all renewal activity to ensure successful retention of customer contracts at expected levels of profitability
• Support the Operations Director and General Management team to drive improvements in revenue and profit by; identifying ways in which our current customer business can be expanded in scope; managing continuous improvement activities to deliver gain share targets; and ensuring contract compliance and current contract levers are used to maximise margin quality wherever possible and where necessary renegotiating contract rates/pricing.
• Ensure that new business and other Unipart Group cross selling opportunities that fall outside of the scope of our current contracts are thoroughly explored with the customer and when required inviting into the discussion our business development colleagues / other Unipart Group colleagues to take those potential opportunities forwards into winning new business
• Ensure plans to maintain profitability through the life of the contract whilst meeting the client’s needs to reduce costs, leading the optimisation of mutual financial benefit through innovation and driving continuous improvement
• Ensure the delivery of the service for the customer exceeds expectations and underpinned with robust and effective working relationships
• Work with the appropriate teams to ensure robust IT systems and infrastructure requirements are maintained and developed in line with the customer’s requirements
• Use best in class tools and methodologies to support excellent customer relationships, putting the account plan at the heart of what we do and ensuring that real value is derived from all of the formal processes that support customer engagement – the business review cycle (MBR’s, QBR’s, ASR’s) CRM and KPI reporting, customer experience measurement etc

About You:

• We’d love you to have the following skills and experience, but please apply if you think you’d be able to perform well in this role!
• Track record in customer strategic development and execution
• Experience of building and growing successful customer relationships and managing large customer account(s)
• Able to interact at senior level with a high degree of impact and credibility
• Able to build and develop relationships across all levels and functions and have experience of working with customers / stakeholders at a strategic level
• Excellent leadership and team development skills
• Have the ability to think and manage in dual timeframes – ensuring that the right decisions for today don’t compromise the right decisions for the future
• Strong strategic and planning skills, underpinned by a bias towards action and execution
• Experience of developing and delivering commercially successful account growth with responsibility for negotiations
• Knowledge of End to End Supply Chain process ability to identify potential value streams (desirable)
• Understanding of the principles of continuous improvement or lean methodologies (desirable)
• Previous experience within an environment with a high degree of constant organisational change (desirable)

Our recruitment and selection process has been developed to ensure that it is consistent, fair and provides equality of opportunity - all selection decisions are based solely on technical and behavioural competencies. We do not discriminate on the grounds of race, colour, or nationality, ethnic or national origins, sex, gender reassignment, sexual orientation, marital or civil partnership status, pregnancy or maternity, disability, religion or belief, age or any other current or future protected characteristic as defined in the current Equality Act of England and Wales. As an organisation we also promote an environment which encourages diversity of characteristics and thought, where you feel included, safe, and confident to be the best version of yourself and do your best work every day.

You may have experience in the following: Client Relationship Manager, Strategic Account Manager, Customer Success Manager, Client Engagement Lead, etc.

REF-213 388