Job Description - Sales and contract manager v0.1 200921

JOB Management JOB Sales and Contract JOB Sign Solutions Job Description – Sales and contract manager FAMILY TITLE Manager PURPOSE 1. Reporting to Managing Director 2. Manage Contract Roll out procedures and sourcing 3. Tender and presentation skills 4. Improve and ensure customer satisfaction and customer loyalty 5. Increase the Company’s revenues and profit margins by sourcing new business, encouraging repeat business and cross-selling 6. Develop Management Information and reporting processes both for clients and for the Company 7. Take “point” on client issues/complaints as a friendly point of mediation, to negotiate resolution KEY RESULT AREAS SKILL SETS TARGETS and MEASURES 1. Generic • Team working • Feedback from Managing Director 1.1 Contribute to a positive working • Time management • Feedback from Managing Director and other staff/management environment • Problem solving and professional • Feedback from client, minimal queries on supplier and customer accounts 1.2 Work alone, and be able to relationship skills prioritise to ensure all task are carried out in a timely manner • Accounts dept efficiencies • Ensure accounting function is efficient and update and own processes as necessary 1.3 Dealing with Customers and suppliers efficiently • Displaying a professional and • Have up-to-date personal development plans that are never more than 3 months since last update. 1.4 Participate in the creation of positive attitude • Provides a role model example of how a professional Sign Solutions employees should represent internal accounting processes 1.5 Personal development • Adopting a continual themselves and the company improvement approach in all • Has confidence to work at all levels of hierarchy and professional competence both within Sign Solutions and 2. Role Specific areas 2.1 Client after sales care within client organisations • Continually look for training opportunities • Professional and approachable • After service contact with clients to ensure satisfaction with services provided was achieved and where communication and interpersonal possible exceeded; skills • Communicating courteously with customers by telephone, email, letter and face to face; • Knowledgeable on services • Development customer relations and understand each client’s exact needs and requirements; offered and expected outcomes • Developing customer care procedures, policies and standards for the organisation and/or specific • Ability to deal with a range of departments; clients at differing levels • Keeping accurate records of discussions and/or correspondence with customers and updating online diary • Ability to diffuse difficult situations system with all relevant information for others’ benefit and future contact purposes; when dealing with client • Act upon feedback received from clients in order to put in place any required changes for improvements in complaints service delivery • Investigate and solve customer problems; • Learn about our organisation's services and keep up to date with changes and new services; • Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses if necessary; • Where appropriate, visiting client sites in order to discuss and promote service delivery; V0.1 20/09/21

2.2 Increase Revenues • Initiative Sign Solutions Job Description – Sales and contract manager • Ability to identify new potential 2.3 Contract Roll Out & • Engender good relationships with clients in order to encourage repeat business Management sales leads • Incentivise clients in order to encourage repeat business • Actively source new areas in which to develop clientbase 2.4 Marketing of services • Customer services oriented • Identifying and cross selling to current clients for each department, i.e. Deaf Awareness Training to 2.5 Reporting • Line Management interpreting clients and vice versa • Analytical • Providing help and advice to customers using your organisation's products or services; • Meeting with other managers to discuss possible improvements to customer service; • On contract award undertake full contract roll out activities • Manage client contracts as per contract specification • Provide management reporting to clients as per contract specification and in accordance with their requirements • Attend contract review meetings with clients as per contract specification and in accordance with their requirements • Act upon any lapses in client KPI expectations in conjunction with ISO representative, Managing Director and colleagues • Line manager to Marketing Student/Marketing Executive • Providing guidance to the above report in accordance with the organisation’s marketing requirements to meet organisation objectives • Being involved in marketing staff recruitment and appraisals; • Analysing statistics or other data to determine the level of customer service your organisation is providing; • Writing reports analysing the customer service that your organisation provides; • Providing reporting to SMT as guided by them and as and when required V0.1 20/09/21