Desktop Account Manager.

Job Description

JOB TITLE: Desk-Based Account Manager (Central Accounts)
BUSINESS UNIT/DEPARTMENT: Sales
LOCATION: Chadderton
REPORTS TO: Key Account Director

RESPONSIBLE FOR:
Commercially minded Desk-Based Account Manager to support the growth and retention of a portfolio of key strategic customers, delivering against individual and team budgeted targets.

ROLE PURPOSE:
This role is designed to deliver high-frequency, transactional, and data-led engagement, ensuring consistent service excellence while unlocking incremental revenue opportunities.

By managing day-to-day account activity, you will enable field-based Account Managers to focus on strategic growth, stakeholder expansion, and new business development, whilst managing and developing a portfolio of smaller accounts, identifying revenue opportunities and account expansion.

Typical customers include major FM, property and hospitality organisations such as ISS, CBRE, EMCOR, 14Forty, Heineken UK, Stonegate Group, JD Wetherspoon.

Key Accountabilities & Activities

• Account Management & Customer Engagement
• Act as the primary desk-based contact for assigned accounts
• Manage inbound and outbound customer interactions with a proactive, solutions-focused approach
• Build strong working relationships across operational and procurement contacts
• Transactional & Revenue Growth
• Drive repeat business, upselling, and cross-selling opportunities through structured engagement
• Identify and convert short-cycle sales opportunities within existing accounts
• Ensure accurate and timely processing of quotes, orders, and enquiries
• Data-Led Account Management
• Use CRM and account data to prioritise activity, identify trends, and uncover opportunities
• Monitor customer spend, product usage, and engagement patterns
• Support pricing conversations, including managing and communicating Increased Unit Price (IUP) where required
• Collaboration with Field Sales
• Partner closely with Central / Field Account Managers
• Provide insight, pipeline support, and customer intelligence
• Escalate strategic opportunities and risks appropriately
• Customer Experience & Retention
• Ensure a high standard of service delivery and issue resolution
• Proactively manage customer expectations and service performance
• Support contract retention and renewal processes

Key Performance Indicators

• Revenue growth within assigned accounts
• Deliver against team revenue and MVT budgeted targets
• Order frequency and value uplift
• Customer retention and satisfaction
• Pipeline generation and conversion (short-cycle opportunities)
• CRM data accuracy and activity levels
• Minimum standards delivered

Essential/Desirable qualifications and experience and personal attributes

Essential:

• Experience in account management, internal sales, or customer success
• Strong commercial awareness with a focus on revenue growth
• Ability to manage multiple accounts in a fast-paced, transactional environment
• Confident communicator with excellent stakeholder management skills
• Experience using systems and working with data to drive decisions

Desirable:

• Experience working with FM, property and hospitality clients
• Exposure to strategic or national account structures
• Understanding of pricing strategies and cost drivers
• Personal Attributes
• Proactive and highly organised
• Data-driven with strong attention to detail
• Collaborative mindset with a “one team” approach
• Resilient and adaptable in a dynamic commercial environment
• Customer-centric with a focus on long-term value