SMB Account Management Team Lead

The role of the Team Lead is to manage a team of Account Managers (AMs) and assist the Head of Department to drive the SMB (small/medium sized business) Account Management Team to success. You will be responsible for SMB restaurant growth by assisting AMs through coaching on commercial (e.g. contract negotiation) and client facing best practices (e.g. pitching growth opportunities, building relationships)

Hours of work are Monday-Friday, 9am-6:30pm, and we offer hybrid working two days a week once passing probation.

Responsibilities:

• Responsible for the delivery and improvement of the SMB Account Management team through management and coaching of a team to provide an excellent onboarding experience
• Will directly manage a team of 10-15 with varying levels of expertise
• Responsible for recruitment, reward, training and development of own team
• Responsible for establishing and maintaining a performance management framework for the team

Accountabilities:

• Motivate the team to maintain high morale, low absenteeism and turnover
• Manage resources and prioritise workloads within the AM department to ensure achievement of targets and KPIs
• Coach and support team members through regular 1:1 and bi-annual reviews to identify and address development needs and construct development plans which will build a high quality team
• Monitor team performance and output through use and analysis of performance and quality data, in order to set or adjust targets and measure success against them, and raise the standards in the team
• Ensure quality staff are recruited into the department by effective interviewing and other recruitment tools in conjunction with HR
• Liaise with Learning and Development to ensure content of training materials and programmes is of maximum value to staff
• Represent the SMB Account Management team and SMB Department on projects and other ad hoc assignments to ensure SMB AM needs are represented
• Provide accurate management information reports on a regular basis and within deadlines to assist management and other departments in meeting their objectives
• Research and answer complex complaints referred from our Account Managers, identifying the causes and taking appropriate action to deliver outstanding customer service
• Relevant briefings communicated to staff to ensure Company plans and procedural changes are cascaded and understood
• Work with other managers and stakeholders to ensure Account Managers receive coaching, development and technical support they need

Skills Required:

• Demonstrated management role of 2 years +
• Proven track record of managing teams of over 10 people
• Proven experience within an Account Management or Sales Management environment at a supervisory level
• Excellent planning and organisational skills
• Excellent communication, coaching and feedback skills
• Technical Skills: experience with Salesforce / Salesforce - High Velocity Sales is desired