Account Manager

Account Manager

(Direct Marketing and Operational Comms fulfilment)

Flexible / Home Based with some travel to our sites for meetings

Salary £35-£40k pa + pension and great benefits to suit your lifestyle and wellbeing including Healthcare plan (which you can extend to immediate family), Online GP24 virtual service, Energy allowance, Eye test voucher, Group Income Protection, Life Assurance & Accident Insurance plus much more

Overview

At British Gas, we have one of the best-known brands in the country (with 95% brand awareness). We have a family of door-opening brands that are the envy of many, and we’re really excited about the future.

Why? Because we’re evolving to become a truly purpose-led organisation, helping millions of customers to live more sustainably, simply, and affordably.

We have an exciting opportunity for an Account Manager to join our team and manage the day-to-day relationship of key stakeholders and 3rd party suppliers, as well as the interpretation and subsequent briefing of print production, Marketing and Regulatory communications and document composition projects for multiple Centrica business units.

Key responsibilities:

• Responsible for third party supplier relationship management and the printing or fulfilment of

  • Personalised Marketing and Regulatory Communications (printed and email).

  • Commercial print, envelopes and point of sale

  • Multi-channel agent generated comms via Self-Serve Office Mail platform.

• Ensure that contractual service level agreements are met.

• Report on key performance and savings metrics.

• Responsible for driving cost efficiency and gaining the best value from suppliers, accurate invoicing and development of cost saving initiatives.

• Support the deployment of new projects for all relevant stakeholders

• Responsible for effective 3rd party supplier management, ensuring that document composition and print production providers deliver to their agreed cost and purchase order agreements.

• Accountable for managing, documenting and reporting against all Self-Serve Office Mail processes and stock management.

To succeed in this role, you should have extensive experience of working within teams in a regulated operational and customer centric environment. In addition, a strong track record of delivering great customer outcomes through effective ownership and continuous improvement of operational processes should be demonstrated. Ideally you will have experience of working within an outsourced delivery fulfilment environment with particular experience in the production of personalised comms, either via email or letter-based fulfilment. Must demonstrate experience of working with internal suppliers at minimum.

Work Experience required for this role:

• Operational and direct marketing communications – Extensive prior experience in the production of direct marketing and or transactional comms. Either working in print management or client services at a production facility an advantage.

• Down Stream Access – Prior experience working with DSA providers and knowledge of associated postal services

• Client Relationship Management - Comprehensive understanding of stakeholder objectives and requirements, as well as building of long-term strategic relationships with internal and external stakeholders.

• Facilitates the engagement of stakeholders and delivery of services and projects, acting as a single point of contact for senior stakeholders.

• Understanding of product and print services portfolio to support customer demand and the identification of opportunities that will create a positive and evolving customer experience.

• Supports the translation of customer needs into actionable plans and uses data and experience relating to products and services to provide new ways of working and build on existing solutions to enhance the customer experience.

• Supplier Management - The alignment of supplier performance objectives and activities, balancing costs, efficiencies and service quality. The proactive engagement of suppliers for mutual benefit to resolve operational incidents, problems, poor performance and other sources of conflict. The management of performance and risks across print and operational comms suppliers (internal and external) using a set of agreed metrics

• Maintains and develops organisational policies, standards, and guidelines to ensure effective supplier management. Reviews supplier performance analysis and assesses effective means of delivery across the supply chain.

Competencies required for this role:

• Customer focus and obsession - Possesses deep understanding of their customers and a clear commitment to driving customer satisfaction; ensures customer perspective informs their strategic priorities, business decisions, organisational processes, and individual activities; implements new ways of working that meets customer’s needs; promotes customer centricity as a critical value

• Connective mind-set - Collaborate with others across their team and the wider organisation; seeks to understand others and work with them to achieve collective outcomes for their internal and external customers; creates opportunities to work with individuals outside of their direct network; helps to create an environment in which colleagues feel like they belong and are connected to a wider purpose of driving customer outcomes and improvements.

• Informed decision making - Makes informed decisions based on customer insight and data; prioritises decisions based on solving customer issues, improving customer experiences and alignment to the overall organisational purpose; takes an evidence-based approach to decision making and encourages this capability with colleagues within their team.

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.