Account Director

Quintessentially

The aim of this role is to;
Lead Quintessentially’s relationship a portfolio of key corporate clients
Take overall responsibility for Global corporate account performance for these clients
To develop and hold a plan for the retention and commercial development of each account
To lead a team of Account Managers across all servicing offices
This is a client-facing role that requires in-depth knowledge and understanding of client and member relationship management, commercial planning, service delivery operations, member-journey planning, employee development and performance management techniques.

To act as primary point of contact and brand ambassador for the client across all regions and by developing strong and lasting relationships with key client stakeholders and decision makers

To manage overall account performance through day to day communication of performance levels, opportunities, issues and risks

To ensure that all contractual requirements, performance targets and SLAs are consistently met, and that the client feels that Quintessentially are delivering exceptional value across the region

To develop and hold up to date retention and commercial development plans for each account

To act as primary point of contact and leader for Account Managers in all offices that provide services to the client’s customers and employees (active offices)

To act as primary point of contact and brand ambassador for the client across all regions and by developing strong and lasting relationships with key client stakeholders and decision makers

To manage overall account performance through day to day communication of performance levels, opportunities, issues and risks

To ensure that all contractual requirements, performance targets and SLAs are consistently met, and that the client feels that Quintessentially are delivering exceptional value across the region

To develop and hold up to date retention and commercial development plans for each account

To act as primary point of contact and lader for Account Managers in all offices that provide services to the client’s customers and employees (active offices)

To ensure that all active offices in the region have a clear understanding of contractual requirements, SLAs and performance targets, and that

To work closely with the Head of Corporate Servicing (or equivalent) in each office to ensure that program member journeys and service delivery structures are in place and that each Member is provided with excellent service at all times

To ensure that account KPIs are measured and reviewed regularly with each active office, and that effective performance improvement plans are adopted to address any shortcomings

To ensure that member engagement KPIs are measured and reviewed regularly with each active office, and to lead delivery of innovative and targeted member communications and low-user engagement campaigns

To ensure that financial KPIs are measured and reviewed regularly with the Corporate Account Lead, and to identify commercial opportunities to grow revenue and eliminate wastage

To ensure that member data is completely and accurately recorded at all times and that each active office has an up-to-date understanding of member behaviors and preferences

To support the development of key talent by overseeing individual personal development plans for all direct reports, identifying and fulfilling training needs, and preparing in advance for employee succession and future employee needs in the territory

To support new business development with RFP responses and prospect client presentations as an expert in client relation management and account management

The successful candidate will:

Be an expert in client relationship and account management, with excellent interpersonal skills and a strong drive to achieve targets

Have an in-depth knowledge of service delivery operations, commercial planning, member-journey planning, employee development and performance management techniques

Understand how to work with overseas teams to deliver class-leading services to HNW individuals in multiple locations

Understand how to manage member engagement through targeted communication campaigns

Have excellent people development and training skills

Be able to forecast future service needs and plan resources, processes, systems and structures required to meet them

Be passionate about travel, culture, and unique global experiences

Requirements

Have an analytical mindset and be able to identify and respond to opportunities for growth in account performance

Be a strategic planner and confident decision maker

Be able to prioritize work, meet deadlines, delegate and communicate effectively under pressure

Have outstanding project management, IT & CRM systems skills

Be an excellent communicator

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