Head of Account Management

Job Specification : Head of Account Management Workwear

General Information

Job Title : Head of Account Management Workwear

Department : Account Management

Location : Ireland (team are spread across Ireland)

Reports To : Managing Director

Purpose of the Role

The Head of Account Management plays a pivotal leadership role in driving service excellence, supporting field-based account managers, and fostering sustainable, long-term customer relationships. This role is accountable for developing the team, ensuring delivery of strategic service goals, achieving revenue growth through excellent customer retention and upsale opportunities, and maximizing cash collection performance. Strong organisational oversight and consistent team engagement with customers is critical to this role, ensuring no opportunities or customer needs are missed.

Key Responsibilities

• Leadership & Team Development :
• Lead, coach, and mentor a field-based customer account team. Create a high-performance, service-oriented culture that supports team growth, ownership of targets, and professional development.
• Customer Relationship Management :
• Build and maintain strong, sustainable customer relationships through proactive engagement, responsiveness, and strategic account support.
• Operational Excellence :
• Embed robust operational processes, KPIs, and reporting to ensure exceptional service delivery. Identify and resolve root causes of customer dissatisfaction.
• Commercial Growth :
• Work with customers to identify and support upsell and account growth opportunities. Drive value-added service delivery that aligns with customer needs and business strategy.
• Cash Collection Support :
• Collaborate with the Finance team to support timely customer payment and resolve any service-related payment issues. Ensure clear communication and customer understanding of billing and account status.
• Cross-Functional Collaboration :
• Work closely with Sales, Logistics, Operations, and IT to ensure seamless service delivery and unified communication to customers.
• Change Leadership :
• Operate effectively in a fast-paced, evolving environment. Continuously assess and implement improvements to enhance service delivery, productivity, and customer experience.
• Outcomes Alignment :
• Monitor and report on team KPIs and service standards. Take corrective actions when needed to meet business and customer goals.

Requirements

Success Metrics