Operational Account Manager

The Operational Account Manager is responsible for protecting and growing existing customer relationships through operational excellence.

This role owns customer experience across delivery, renewal readiness, and service continuity — ensuring clients stay compliant, satisfied, and rebooked.

Success in this role is measured by:

• Low churn


• High NPS


• Strong rebook and renewal rates

This is not a new\-business sales role. It is a customer operations and retention role with commercial accountability.

Key Responsibilities

*Customer Ownership*

• Act as the primary operational contact for a portfolio of accounts


• Ensure customers receive a smooth, professional, and proactive service experience


• Build trusted relationships with site contacts and decision makers

*Churn Reduction*

• Identify early risk signals (missed services, complaints, delays, inactivity)


• Proactively intervene to prevent churn


• Escalate and coordinate internally to resolve issues fast

*NPS \& Experience*

• Own customer satisfaction across the account base


• Drive high NPS through communication, follow\-up, and service ownership


• Capture feedback and turn it into operational improvements

*Rebooks \& Renewals*

• Ensure services are correctly rebooked and scheduled


• Proactively manage upcoming renewals and compliance cycles


• Work closely with scheduling and ops teams to secure continuity

*Operational Excellence*

• Coordinate with internal delivery teams to ensure commitments are met


• Own issues to resolution — no hand\-offs, no excuses


• Keep CRM records accurate, current, and commercially useful

*Commercial Awareness*

• Spot cross\-sell and up\-sell opportunities and pass to the relevant sales team


• Understand customer service coverage and compliance gaps


• Support account growth through retention and service expansion

KPIs \& Bonus

This role includes a quarterly bonus linked to:

• Churn rate


• NPS score


• Rebook / renewal rate

Bonus is paid on customer health and retention performance, not on raw sales activity.

A great Operational Account Manager:

• Customers stay longer


• Customers rebook more services


• Customers give higher NPS


• Problems are solved before they become complaints


• Accounts feel “looked after” rather than “processed”

Ideal Background

• Customer success, account management, operations, or service management experience


• Strong communication and relationship\-building skills


• Highly organised and process\-driven


• Comfortable working with CRM systems


• Commercially aware but service\-first mindset

Behavioural Profile

• Calm under pressure


• Proactive, not reactive


• Takes ownership


• Naturally customer\-focused


• Detail\-driven but commercially switched on

Job Types: Full\-time, Permanent

Pay: £25,000\.00\-£30,000\.00 per year

Benefits:

• Company pension


• Employee discount


• Health \& wellbeing programme

Experience:

• Account management: 2 years (preferred)


• Customer Success: 1 year (preferred)

Work Location: In person

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