Position Summary
As the National Account Manager you will report directly to the Chief Operating Officer and be responsible for ensuring revenue and margin targets are met through building and maintaining relationships with national clients, managing account operations and supporting proposal development.
Critical Relationships
* Chief Operating Officer
* State Managers
* National Operations Manager
* National Business Development Managers
* National Sales and Account Management Team
* National Support Analyst
* Contracts Managers
* Contracts Departments
* Fleet Departments
* Sub-Contractors
* Existing Contract Clients
* Potential Contract Clients
1 Key Responsibilities and Tasks
1.1 Key Performance Indicators
* Achieve the activity and result targets outlined in Appendix B of this position description.
1.2 Account Management
* Effectively manage and retain clients by:
o Managing customers and services in line with Service Level Agreements (SLA) or customer instructions.
o Liaising with the Risk and Human Resources Department on client contract changes.
o Visiting contract clients regularly to strengthen relationships (minimum once per month unless SLAs specify otherwise) and recording meetings in CRM.
o Reviewing trading reports to analyse spending patterns and identify down trading.
o Consulting with clients on delivery needs and identifying improvement opportunities.
o Ensuring client expectations for time and quality are met.
o Reviewing pricing to maintain profitability and applying uprates as necessary, while complying with rate/surcharge review dates.
o Attending face‐to‐face meetings and entering notes into CRM.
o Extracting and analysing data to support decision making and process development.
o Providing KPI reporting and forward‐planning to resolve client issues.
o Delivering client reporting as needed.
* Manage the national Home Delivery Service (HDS) operational processes by:
o Obtaining and analysing client feedback and identifying training needs.
o Ensuring subcontractors performing HDS services are adequately trained, including SWMS creation and training.
* Identify and control risks related to transport services, including hazardous manual handling, dangerous goods, specialised vehicle requirements, high‐risk deliveries, and bespoke process design.
1.3 General Responsibilities
* Assist Contracts Managers with training, operational efficiency, and profitability.
* Oversee local Contracts Department strategies to align with client requirements.
* Respond to national tenders and develop bespoke operational strategies, ensuring pricing meets minimum gross margin and fair subcontractor remuneration.
* Conduct client site inspections for quality and safety, using the prescribed template and escalating issues to the National Work Health and Safety Manager.
* Resolve escalated site inspection issues and review completed inspections for accuracy.
* Maintain accurate and legitimate use of the CRM system, documenting all client communications and actions.
* Conduct regular meetings with Contracts Department staff to discuss issues and forward planning.
* Attend one‐on‐one meetings with your Manager and participate in internal meetings to improve processes.
* Prepare a weekly task list every Monday by 12 pm.
* Review Contract portfolio results against benchmark figures per period.
* Communicate effectively with colleagues and clients, promoting cooperation across departments.
* Ensure professional and courteous written and verbal communication.
* Perform reasonable tasks requested by Manager and seek training as needed.
* Use work time and resources efficiently, limiting personal phone calls, internet browsing, and mobile usage.
* Comply with Capital Transport Group's Company Policies and Occupational Health and Safety responsibilities.
2 Work Health and Safety Responsibilities
* Cooperate with the Group in activities related to WHS and National Heavy Vehicle legislation.
* Complete required training and manage Chain of Responsibility risks to prevent road safety breaches.
* Report potential or actual breaches of policies immediately to Manager.
* Take reasonable care for own and others' health and safety and avoid interference with environmental welfare.
2.1 Supervisors
* Provide adequate supervision, technical guidance, training, and support.
* Communicate regularly with employees to identify issues and report breaches to Manager and stakeholders.
* Assist in implementing WHS initiatives and corrective actions.
2.2 Managers and Section Heads
* Deliver induction and ongoing training for employees.
* Maintain regular communication to identify potential breaches.
* Monitor internal and external processes to identify risks and develop controls.
* Investigate breaches, notify stakeholders, implement corrective actions, and maintain records.
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