Customer Relationship Manager - HGV

Responsible for

Nurturing and developing a key client portfolio within the HGV & Specialist Vehicle segment. This role will take ownership for relationship development and management, asset renewals and securing product cross sell introductions for the Business Development team on new asset types.


A fast paced and highly energetic department, working to tight deadlines and high customer expectations. Working closely with the Sales Director – HGV and HGV Supply Chain colleagues in customer facing and internal environments. This is an exciting and challenging role.

Role and responsibilities

A highly varied and interesting role, including but not limited to:

  • Building and delivering a consistent CRM strategy for an allocated portfolio of HGV & Specialist Vehicle customers and help design the measurement for its success evaluation
  • Working closely with the operational Key Account Managers to manage through to successful resolution any escalated complaints arising from the customer portfolio
  • Proactively managing individual asset renewals and driving growth of wallet share across similar asset classifications
  • Liaising with HGV Asset Management and Supply Chain colleagues to proactively manage the commercial aspects of asset renewal pricing and growth.
  • Attending selected operational review meetings to ensure the feedback is commensurate with where it should be, recognising any early indications of areas requiring improvement/ risk mitigation
  • Proactively seeking out available cross sell opportunities for new products or asset classifications into the customer portfolio and promptly, yet subtly introducing the Business Development team to drive forward the crosssell process, and providing strategic relationship support
  • Oversee and have input to the ongoing profitability of the allocated client portfolio, working with appropriate stakeholders to drive profitability and ensure performance against contracted commitments
  • Ad-hoc project work / strategic priorities including contract negotiations, modelling, forecasting and other elements arising from broader role
  • Help Bid Team build compelling Customer Case studies that we know will aid and support NB tender activity
Person specification
Excellent customer service and communication skills
Strong presentation skills
Ability to manage and take ownership through to completion and resolution of customer complaints
Advanced Microsoft Office skills – in particular Excel
Strong and robust analytical skills and abilities
Clear and evidencable experience in managing high value, blue chip client relationships at both transport manager level and c-suite
Deep understanding of the HGV & Specialist Vehicle market including funding and vehicle build specifications
Strong commercial awareness and experience
Knowledge of products, services and suppliers in the HGV & Specialist Vehicle market
Expert at account management, detailed data analysis, research and project work
Sales experience
Personal Characteristics
Flair for influencing and persuading within a professional environment
Flexible to work outside core hours and to travel
Ability to work independently, prioritise and use initiative
Ability to work under pressure
Self-motivated and positive
Reliable and punctual
Desire to deliver exceptional service and results
KF Ground Floor

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