Commercial Account Manager

Glasgow, Scotland, United Kingdom

12/18/2024

Location Country United Kingdom

Work Location Glasgow

Who are V? As a global leader in ship management and marine services, we add value to a vessel’s operations. Operating around the clock and around the world, V. gives every client the quality and efficiency they need in every sector. Covering crew management and recruitment, quality ship management and technical services, together with supporting management and commercial services, V. has an unrivalled industry knowledge with performance assured. Our values, We Care, We Collaborate, We Challenge, We are Consistent, We Commit and Deliver, are at the heart of everything we do and they support our strategy of Investing in Talent. We are always interested in making contact with talented individuals - people who will demonstrate our values and deliver great service, for internal and external stakeholders.

Overall Purpose of The Job

To manage and nurture relationships with customers, to ensure customer satisfaction and ultimately exceed expectations.

To maintain relationships with current customers, resolve issues and succeed in increasing the level of penetration and cooperation.

To drive forward any key customer-related projects by coordinating with the various departments.

To promote the value-add of all Group services to increase penetration

To coach and develop client-facing colleagues to provide best in class service and communications

Achieve or exceed vessel growth from existing customers

Achieve or exceed lower vessel churn

Achieve higher client satisfaction NPS scores

Key Responsibilities And Tasks

• Together with the MD and office management team, build and maintain strong relationships with all customers. To understand their business needs, goals and challenges and act as a trusted advisor to provide tailored solutions that meet their specific requirements.
• Build customer strategies with MD and partner on action plans to achieve customer targets
• Through the Customer Care Programme, maintain account strategies for all ship management and crew management customers. Liaising regularly with MD / OD/ FM to maximise opportunities and manage risk.
• Customer Retention: To develop strategies and initiatives to ensure consumer satisfaction and loyalty. To proactively identify opportunities for upselling V.Group services to maximise revenue and provide value-add to our customers
• Market expansion: To identify and pursue new opportunities by collaborating closely with the MD and customer.
• Strategic Planning: Maintaining a robust Customer Success Plan per customer by collaborating with all Group services to exceed customer expectations for long-term partnership.
• To manage fleet activity with the MD/OD/FM to reduce vessel and customer churn
• To assist in resolving customer performance issues with promptly and track outcomes to ensure lessons learned
• To maintain an effective communication plan with MD’s and customers
• To monitor quality of services delivered on board and ensure that these meet / exceed client and crew expectations.
• To be conversant with the company’s safety & quality policy, its objectives, and the duties / obligations this job description carries within the company.
• To work with a team of staff to provide high quality service at all times. Ensuring that V. services and brands are provided in timely and professional manner.
• To lead on customer satisfaction survey outputs and to drive improved results thereafter
• To coach customer engagement best practice with all customer-facing colleagues and to work with Group L&D to provide training as required
  
  

What can I expect in return? V. Group can offer you a market leading salary and benefits package, in addition to significant opportunities for career growth and personal development. This a great opportunity to join a true leader in the maritime sector - a company that has exciting plans for future growth.

Essential

• Bachelor's degree in business administration, marketing, or a related field.
• Proven experience in key account management, business development, or sales, preferably within shipping or relevant industries.
• Excellent communication and negotiation skills, with the ability to build rapport and maintain relationships with clients.
• Strong analytical and problem-solving abilities, with a keen understanding of market dynamics.
• Strategic thinking and the ability to develop and execute account plans specific to the market.
• Results-oriented mindset, with a focus on customer satisfaction and revenue growth in the region.
• Ability to work collaboratively in a cross-functional team environment.
• Strong computer skills, particularly in Microsoft Office and Presentation Skills.
• Good command of the English language both written and oral. Other languages will be beneficial.
• Ability to travel.
  
  

Desirable

• A master’s degree in business administration, marketing or relevant field.
  
  

Additional Information

Applications Close Date 26 Jan 2025