Account Manager

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What does your role involve?

An account manager plays a pivotal role in building success in the Commercial team through collaborative efforts and strategic initiatives. As a dedicated team player, their primary responsibility revolves around supporting the Head of Commercial, ensuring seamless coordination and execution of internal and client objectives. Key to their role is the creation of robust partnerships, both internally and externally, nurturing relationships with key stakeholders. Moreover, they are instrumental in driving Gross Profit within their designated areas, employing business acumen and market insights to capitalize on opportunities and maximise revenue streams.

By championing knowledge and remaining vigilant in monitoring market dynamics, account managers play a pivotal role in guiding business strategies, fostering innovation, and maintaining a competitive edge within their areas

What are your main responsibilities?

Performance & Commercial Management

• Performance analysis and ongoing management of provider accounts
• Identifying and proposing opportunities to drive revenue growth
• Providing trading insight and performance feedback to providers
• Analysing incentives and promotional performance, with recommendations for improvement

Provider Relationship Management

• Primary point of contact for assigned providers
• Supporting providers with quarterly planning and performance reviews
• Communicating updates, feedback, and strategic initiatives effectively
• Proposing and developing new ideas to support partner growth

Planning & Collaboration

• Quarterly planning with marketing and internal stakeholders
• Feeding back call centre insights and trading intelligence to providers
• Working cross-functionally to align commercial, marketing, and operational goals

Reporting & Data

• Producing regular performance reports and responding to ad-hoc data requests
• Data analysis to support decision-making and commercial strategy
• Error reporting and issue resolution with internal and external teams

Operational Management

• Day-to-day account management and communications
• Managing offer updates across online and offline channels
• Content and design management in line with provider requirements
• Conducting audits of websites and comparison journeys to ensure accuracy and compliance

Quality, Compliance & Customer Experience

• Managing and escalating complaints where required
• Ensuring providers are informed of issues impacting customer experience
• Supporting audit and compliance requirements

What experience, knowledge and qualifications will you need?

• Experience with stakeholder relationship management both internally and externally.
• Solid understanding of reporting and data analysis.
• Highly motivated, with a pro-active approach to workload.
• Ability to onboard new clients and products.

What personal skills are needed for the role?

• Forward thinking, bringing new ideas to drive revenue growth.
• This role has been checked using Gender Decoder to support our inclusive recruiting strategy
• Ability to build relationships with clients, Offshore Call Centres and colleagues at all levels.
• Reliable, work with discretion, being diplomatic and always demonstrate integrity.
• The ability to adapt to change.
• A team player, approachable, trustworthy, and motivated.
• Excellent communication skills.

What experience, knowledge and qualificationswill you need?

Education:

• Bachelor's degree in Business, Statistics, Mathematics, Operations Management, or a related field (or equivalent experience).

Experience:

• Proven experience in a call centre or customer service environment, preferably in an analytical or performance management role (5-10 years).
• Familiarity with call centre operations and key performance metrics (KPIs) such as AHT, FCR, CSAT, and NPS.
• Track record of delivering excellence in SA contact centres

Technical Skills:

• Strong proficiency in data analysis tools (e.g., Excel, SQL, Tableau, Power BI, etc.).
• Experience working with call centre software and workforce management tools (e.g., Genesys, Avaya, NICE, Aspect, etc.).

Analytical & Reporting Skills:

• Excellent analytical, problem-solving, and troubleshooting skills.
• Ability to interpret data trends, produce actionable insights, and communicate findings clearly.

Communication Skills:

• Strong written and verbal communication skills with the ability to present complex data to both technical and non-technical stakeholders.
• Ability to collaborate effectively with cross-functional teams.

Attention to Detail:

• Strong attention to detail and a high degree of accuracy in data collection, analysis, and reporting.

Time Management:

• Strong organizational skills, with the ability to manage multiple tasks and meet deadlines in a fast-paced environment.

Customer-Focused Mindset:

• A strong commitment to improving the customer experience through data-driven decisions and continuous improvement efforts.