Account Manager

Overview

In this role you will manage key customer portfolios for Relay within Royal Mail, driving retention, growth and profitability across established and emerging markets including healthcare. You will partner with operational and commercial teams to identify opportunities, lead reviews, and deliver commercial outcomes that enhance service delivery and efficiency. This is a customer-centric, cross-functional position with a clear focus on revenue growth and stakeholder satisfaction. You will be part of a collaborative team shaping customer success and business growth.

Pay / Benefits

• competitive salary
• excellent benefits
• professional development opportunities

Responsibilities

• Manage a portfolio of strategic customer accounts to maximize retention, growth and profitability
• Build strong customer relationships and act as primary point of contact
• Identify and convert new revenue opportunities within existing and prospective accounts
• Develop account plans aligned to customer and business objectives
• Lead customer reviews and business planning meetings
• Monitor contract performance and drive improvements to service delivery and operational efficiency
• Support contract changes, service implementations and contingency planning
• Contribute to wider business development and growth initiatives

Key requirements

• Experience managing customer relationships within a commercial or operational environment
• Track record of achieving revenue growth and customer retention targets
• Strong communication, negotiation and stakeholder management skills
• Ability to analyse performance data and identify improvement opportunities
• Experience managing complex customer issues and delivering effective resolutions
• Commercial acumen with a focus on profitability, value creation and customer satisfaction
• Proactive approach to driving continuous improvement

• communication
• negotiation
• stakeholder management
• proactivity
• data analysis
• contract management

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