MAN Truck & Bus UK
Head of Key Accounts - CSM
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Head of Key Accounts - CSM
Head of Key Accounts (Customer Service Management)
About the Role
Are you an experienced leader with a passion for building strong customer relationships, a commercial mindset and with a love for collaborative delivery of exceptional customer service?
If so, we are looking to appoint a Head of Key Accounts to join our Customer Service Management (CSM) team on a full-time, permanent basis.
In this critical role, you will lead our Key Accounts team to develop and enhance relationships with our National Fleet customers, driving success through:
- Revitalised parts revenue
- Achieved profitability targets
- Improved customer satisfaction
- Enhanced vehicle uptime
Key Responsibilities
- Direct a team of Key Account Managers and support staff to deliver exceptional customer service.
- Ensure account plans are in place and executed effectively.
- Serve as the senior escalation point for our key accounts, resolving complex challenges and driving performance.
- Foster proactive engagement with both internal teams (Operations, Sales, Marketing) and external stakeholders to optimise partnerships.
- Identify and capitalise on opportunities for long-term account growth.
- Empower team members to deliver unrivalled service quality, ensuring pain points are promptly addressed.
- Work across multiple stakeholder groups to align objectives and enhance collaboration.
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Key Requirements
- Proven leadership experience in managing teams and driving high performance.
- Strong communication and relationship-building skills in a customer-facing environment.
- Commercial awareness, particularly within the commercial vehicle industry, with a strong focus on revenue and profitability.
- Managing high-level customer relationships, with a track record of building and sustaining strong partnerships.
- Financial acumen with the ability to analyse business opportunities and drive results.
- A collaborative mindset, adept at aligning teams and external partners to achieve shared goals.
- Ability to demonstrate spontaneity, resilience, and creativity, adapting to market challenges.
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Benefits
We prioritise the well-being of our team, offering:
- Competitive salary with a bonus scheme
- Excellent pension scheme
- Luxury company car scheme, featuring a brand-new Volkswagen Group car every six months
- 25 days holiday plus all bank holidays
Diversity, Equity, and Inclusion (DEI)
At MAN, we are committed to fostering a diverse, inclusive, and equitable workplace. We value employees from all backgrounds, regardless of:
- Age
- Disability
- Gender identity
- Marital status
- Pregnancy or maternity
- Race
- Religion or belief
- Sex
- Sexual orientation
We champion equal opportunities at every level and encourage you to share any requirements for reasonable adjustments during applications or employment with us.
Our goal is to create an environment where all employees feel supported, respected, and empowered to thrive.
MAN trusts in equal opportunity employment and is always looking forward to diverse talent joining our team!
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