Contract manager - united kingdom, bolton, manchester

we are looking for a fearless and talented individual like you who can join our mission to be the best that the industry has to offer.

as a contract manager you will pro-actively manage the contract governance of key whistl accounts and work closely with customer services, operations, sales, and the customer to support the day-to-day management of a portfolio of key mail accounts.

contract governance

to manage key customer contracts and adherence to key terms and conditions (e.g. sla's, service credit frameworks, payment terms, and special/bespoke clauses that have been agreed) to ensure proactive management of customer contracts at all times.

cash / debt management

to work closely with whistl departments (customer services, finance; credit control/dbt/queries) and the customer to help monitor, manage, and ensure payment terms are adhered to.

account support

work very closely with customer services (including mailing house team members), operations, commercial team, and the customer to help support and oversee the day-to-day running of each account. work with customer services to ensure that required/specific mi reports are provided within agreed timescales and where appropriate, investigating and reporting any shortfall/discrepancy highlighted by such reports.support account administration and relevant reporting/planning systems required to meet the objectives of the businesssupport the account directors with relevant contact strategy activity and the associated preparation for monthly reviewsoversee the queries management process by account, working with finance and cs to minimise disruption to on-time payment and improve customer satisfaction by addressing root causesaccount profitability

identify yield management opportunities e.g., where we can reduce cost to serve accounts via operational efficiencies, account admin efficiencies, and so on.conduct comprehensive account health-checks (bi-monthly/monthly) as required to help ensure presentation, processing, and invoicing accuracy and integrityproactive communication

communicate clearly and effectively and work collaboratively with all departments, in particular customer services, finance, and operations.attend (and provide support as required) external customer meetings either independently or with colleagues. plan for and conduct productive meetings with customers completing in a timely manner the necessary admin (agendas, rovs, crm activity etc.)as part of this contract manager role, you will:

meet cash targetsimprove operational efficienciesreduce cost to serve accountsmonitor and manage adherence to customer contractsimprove customer satisfactionimprove ebitthis contract manager role would suit candidates with skills or experience in the following areas: sales, account management, client support, customer service, sla, service reviews, stakeholders, client relationship, partner manager, bdm, new business.

essential skills

ability to communicate information clearly and concisely (both written and spoken) to individuals up to a senior management level, adapting communication style, amount, and format based upon the level of seniority and/or understanding of the audiencepossess good presentation and influencing skillsability to analyse data, spot trends, draw conclusions, and make recommendations to colleagues and customersability to establish and maintain effective working relationships with colleagues and clientsability to prioritise and coordinate multiple and simultaneous work requirements to meet deadlinesto be an excellent team player who is flexible and has empathy with colleagues whilst maintaining the focus necessary to achieve the required objectives establishedhave a high level of customer focus, being able to empathise with them and be diplomatic / tactful when communicating with themability to effectively question or challenge things if they don't appear to be correct or are not understoodgood level of analytical and numerical abilitygood level of financial awareness, able to understand the impact on the profitability of the business based upon decisions regarding process changes to deliver efficienciesproven experience in managing contracts in a b2b environmentgood level of it literacy - microsoft office (power point, excel, word, outlook). ability to learn different it packages as requiredvery good knowledge and awareness of the mail market and a good knowledge of market sector requirements, competitors and services offered to customers in order to maximise opportunitiesin-depth knowledge of whistl products and servicesvery good attention to detail with an emphasis on accuracy and thoroughnessdesirable skills

ideally, between two and three years of business experience in a sales/customer service-related rolesuccessful track record in meeting stretching targetsabout company

whistl are a delivery management company providing efficient, high-quality, and competitively priced services across business mail, parcels, fulfilment and doordrop media both in the uk and internationally.

whistl is a disability confident employer and is committed to equal opportunities for all in all of our employment policies and practices.

due to the nature of our business, this role may be subject to a basic dbs check.

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