Account Manager

At Evri we understand that searching for your first job, your next job, or that big promotion is a huge milestone. Here at Evri we always think about what it's like to be in your position when making those big decisions. It takes courage to make change happen in your life, and we're here to help you with that.

We're here for the first step, the next step, and the big step.

You're not just a number to us. You've got to know you'll love working here. It's as important to us as you ‘being the right fit'. We want to help you feel what it's like to work at Evri, to see the value you can bring to any of our roles, and how we can help you grow. We're never one-size-fits-all. Our careers are as unique as you are.

We are looking for an Account Manager to manage the relationship between a portfolio of SME Customers and Evri, along with ensuring all aspects of your Evri Business accounts portfolio are managed in a profitable and sales-driven manner.

Evri is leading the way in creating responsible delivery experiences for everyone, everywhere, and that's how we approach our talent development. We're a kind, ambitious and diverse team, always supporting and encouraging each other. Our people are extremely important to our business, without them we wouldn't be where we are today, striving to do the best for our customers and clients. If you like what you hear, then we'd love you to apply!

You will be accountable for:

• Managing a full Evri Accounts portfolio conducting regular volume and pricing reviews, to ensure we maximize our share of their shipped volume, in line with the SME department Budget.
• Compiling accurate reports for SME Team Manager such as detailed explanations on your accounts in line with the budget, current rates within your portfolio, sales opportunities available and action plan for how available opportunities will be secured, along with providing a clear explanation of the factors impacting your accounts to further maximise commercial growth of your portfolio.
• Conducting client visits for commercially valuable accounts in line with the current SME strategy to build and maintain relationships and drive compliance whilst improving the share of their shipped volume.
• Conducting phone calls daily (80% of the role will be conducted over the phone) in line with the call cycle, active promotions, and directorate or Head of Department initiatives and tasks.
• Being available to receive calls from your portfolio of accounts and your colleague's portfolio of accounts as and when needed or cover is required.
• Managing targets for your portfolio of accounts CHURN and profitability, set out by the Head of the Department through the yearly budget.
• On occasion working with Marketing teams to support the growth of shipped volume through the implementation and promotion of new services and products, within the SME world.
• Preparing and maintaining accurate records within the CRM system for each customer to ensure the analytics team have accurate data to produce key reports and budget forecasts.
• Liaising with Finance and Legal to ensure invoices are paid in a timely manner, and if required liaise with fund recovery should an account fall into arrears.
• Once an account has been allocated by the team manager and regional sales manager, liaising with the New Business sales manager to ensure a smooth transfer of account providing it is trading to profile.
• Working closely with operations and BA Support to ensure that Clients receive the service they require, and if necessary, implement plans to improve client service offerings.
• Ensuring weekly tasks are completed within a timely manner including WoW profitability report, WoW CHURN, Default accounts, SME Debt report, WoW Downtraders, and other reports as and when they are issued.
• Liaising on a daily basis with the van collections team to ensure smooth and accurate running on your portfolios of accounts collections.
• Managing and mitigating complaints from your portfolio of accounts and escalate where required to the relevant line manager.

To be successful in this role you will require the following…

• Good educational background including Maths and English GCSE.
• Customer database management experience
• Numerate, analytical, communication and interpersonal skills.
• High level of competence in the use of Microsoft Outlook, Microsoft Excel, and Oracle Right Now Service Cloud. Experience using Tableau would be advantageous
• Proven Track Record in Account Management & complaints handling
• Capability to work from home, and on own initiative, be self-motivated, sometimes working unsociable hours
• Substantial Knowledge of operational cost, commercial profitability, and P&L
• B2C home shopping/e-commerce industry knowledge and experience
• Experience in supporting colleagues with differing personality types
• Ability to coach and provide training to junior colleagues
• Ability to defend and uphold values of the Evri diversity and inclusion strategy

Why Work Here?

We're constantly looking at ways to become a more inclusive and diverse employer, and our benefits package is important to us. Here's some of what we currently offer:

• Flexible working to fit your individual needs, as well as the team's – this role is hybrid with visits to our Morley office.
• 26 days + bank holidays, as well as an option to buy and sell up to 5 days holidays.
• Commission based bonus scheme
• Career progression framework; map out your next steps in your career
• Pension; 3% employer contribution on top of what you choose to commit yourself
• A range of discounts from our clients
• We also have a range of flexible benefits such as additional life assurance, critical life insurances and others to choose from

In addition to this, Evri have recently launched a fantastic new benefit which allows employees to request to work from anywhere in the world for up to 90 days.

At Evri, we know we only grow if our people do too. That's why we're committed to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves.

We're on a journey to better represent the customers we serve around the UK. We're committed to removing barriers and ensure that each person at Evri is valued for who they are, and what they bring to our business.

We are Evri. Where everyone is welcome.

We're excited for the future. Let's deliver it together.

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