Graduate Account Manager

TN United Kingdom; London; On-site; GBP 26,000 - 28,000; Full time

Job description

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Hours: Monday to Friday, (occasional Saturday shift work)

Location: Acton, West London

Salary: £26,000 - £28,000 per annum, depending on experience

Bonus: Quarterly performance-linked bonus, capped at 10% of the annual base salary

About WeFlex

WeFlex is at the forefront of making electric vehicles (EVs) accessible to ride-hailing drivers, partnering with platforms like Uber and Bolt. We provide flexible financing options for a diverse range of EVs, from affordable MGs to luxury Mercedes and Teslas. With rapid year-over-year growth of 60% and consistent profitability over the past two years, we currently support over 2,000 customers in our fleet and are on track to double this number in the coming year.

Job Overview

As a Graduate Account Manager at WeFlex, you will play a pivotal role in driving business growth, building strong customer relationships and retaining our customers. Reporting to the Customer Success Manager, you’ll guide customers from onboarding through their vehicle leasing journey, providing ongoing support and assistance with any challenges they face. Additionally, you'll play a key role in hosting events, delivering timely feedback, and improving customer retention.

What We’re Looking For

• A recent graduate (or soon-to-be graduate) with a minimum 2:1 degree in any subject.
• A motivated, resilient mindset able to thrive in a fast-paced environment and handle setbacks constructively.
• Excellent problem-solving skills, with the ability to understand client needs and provide tailored solutions.
• Previous experience in a customer-facing role is a bonus but not essential.

What You'll Be Doing

• Customer Relationship Management: Develop and nurture long-lasting relationships with customers, acting as their trusted advisor. Help them achieve their goals and ensure maximum satisfaction with our products and services.
• Account Check-Ins: Conduct structured follow-ups calls and in-person meetings after the customer has collected their vehicle. Ensure they are satisfied with their purchase and understand key points about vehicle usage.
• Complaint Management: Handle customer complaints effectively, aiming to reduce the number of customers entering the churn pipeline. Collaborate with internal teams to ensure quick resolutions and customer retention.
• "WeHelp" Events: Organise and host regular "WeHelp" events at our office, providing customers with insights on EV topics such as maximising earnings, reducing fines, and optimising vehicle usage. Ensure these events are engaging and informative for both new and existing customers.
• "WeHelp" WhatsApp Channel: Lead and create content for our "WeHelp" WhatsApp channel, developing videos and podcasts focused on EV-related themes like charging strategies, winter vehicle usage, and cost-saving tips.
• Driving Style Feedback: Work closely with the Risk & Insurance Manager to deliver driving style feedback and coaching sessions. Focus on helping drivers with low scores improve and avoid being removed from insurance policies.
• Proactive Customer Engagement: Identify opportunities to enhance customer experiences by anticipating their needs, providing vehicle recommendations, and offering guidance on best practices for EV usage.
• Team Collaboration: Collaborate closely with the Sales, Payments, and Support teams to ensure smooth service delivery and customer satisfaction. Relay any feedback from customers to drive continuous improvement.
• Customer Retention: Understand the root causes of customer dissatisfaction and develop strategies to address these concerns effectively, ensuring long-term customer retention and success.
• Additional Responsibilities: Take on any other ad-hoc account management duties as required to support the team and ensure smooth business operations.