Head of Customer Accounts

TT Electronics; Barnstaple; On-site; GBP 60,000 - 80,000

Job description

Company Overview

At TT Electronics, you will meet dedicated people who believe that advanced electronics is the key to a brighter, smarter future. Whether it’s advanced flight controls, smart surgical tools, intelligent vehicle charging or seamless automation everywhere, advancements like this come from the minds of passionate, creative people – working to a common goal, watching out for each other, and caring about making a difference in the lives of people all over the world.

Our passion? Simplifying the development of complex electronics… it’s the reason we exist as an organisation. Our way of life? Fostering a culture that values individuals as well as community and teamwork.

Join us – and work with a team that believes success is measured by more than the bottom line, where you’ll find opportunities to achieve your goals, contribute to the lives of others, and build a brighter, smarter future, together.

Our Barnstaple facility is located in North Devon. Founded in 1948, the site now employs approximately 160 employees and features the Aero Stanrew brand of electromagnetic components, printed-circuit board assemblies, cabinet wiring and electronic test equipment for safety critical applications in aerospace and defence, industrial and transportation industries.

Here, employee engagement is centre stage; we’re focussed on our employees and making TT a great place to work. We continue to invest and improve the site’s facilities, regularly get involved in fundraising for local charities, have an active social club and a group wide focus on ‘Build Expertise’ in science, technology, engineering and maths (STEM) subjects, developing our current employees and encouraging others to join our industry.

In addition to adopting a great working atmosphere, we are also pleased to offer a comprehensive range of employee benefits including:

• Discounted Gym membership
• Life assurance
• Fresh fruit and hot drinks
• Cycle to work scheme
• Company share-save scheme (eligible after a qualifying period)
• Contributory pension scheme
• Medical Cover
• Performance related Incentive Bonus Scheme
• Free Parking

Role Overview and Responsibilities

Introduction

Whilst based in the Barnstaple site, this role will require some travel to customer sites. This role is the focal point for customer interface with the business, support and development of the customer account management (sales and order administration) function.

Key Responsibilities

1. Mentoring and development of direct reports including Customer account managers, Sales Order administration function, and Bid/Quotation function.
2. Drive improved team performance through continuous improvement using LEAN tools and processes.
3. Hold team accountable for their own SMART KPIs and issue resolution.
4. Proactively manage cross-functional communication and information flow to ensure we deliver best in class customer service, including Business Development, Planning, Supply Chain, Operations, Engineering, IT and other functions.
5. Maintain regular meetings with Key Customers, eg Quarterly Business Reviews to review past KPI performance, set forward-looking objectives and targets, and qualify new business opportunities.
6. Proactively provide marketing information to Customers on TT Power Electronics activity and new technology developments.
7. Management of pricing activity with the Customers to ensure best recoveries based on value to the customer and realise close/win on business opportunities.
8. Sales Order loading, management and reporting to support achievement of business objectives and forecasts.
9. Act as escalation point and champion for managing Customer service within the business.
10. Manage the monthly demand cycle reporting for TT Barnstaple.

Qualifications, Skills and Attributes

Core Requirements

• Provide world class levels of service to customers.
• Establish strong relationships and processes between Customers and the Customer Account Management team from quotation to delivery.
• Drive Team performance based on measurable KPIs.
• Identify opportunities to improve communications and processes both internally and externally.
• Input and validation of demand profile for Sales, Inventory, and Operations planning.
• Drive sales growth with existing customers.

Desirable Skills and Experience

• Highly customer focused with excellent technical knowledge and a keen eye for detail.
• Experience in managing and driving customer teams to levels of service excellence as acknowledged by the customers.
• Experience of working in a fast paced KPI led environment where the ERP system data quality is positioned as the single source of truth for the business.
• Account/Key Account management experience and/or experience of managing a team.
• Experienced in Aerospace industry or similar industry.
• Experience in working in low volume, high product mix build-to-print environment.
• Excellent communication skills and demonstrable experience of effective negotiation and influencing skills for win-win outcomes.
• Ability to thrive under pressure and deliver against deadlines.
• Flexible in approach and willing to undertake business travel.
• Proactive change management experience.
• A strong working knowledge of MS Office applications, particularly Excel to support business reporting is essential to this role.
• Experience in the use of ERP systems and the engagement of teams in these systems for basic business management.
• Must be capable of leading a multi-functional team in the customer management environment.
• Strong time management skills and good at prioritising tasks.

Solving Technology Challenges for a Sustainable World

We want the very best people in our TT family across the globe – so we welcome applications from everyone, to celebrate a diverse mix of experiences, backgrounds and identities. We are committed to equality of opportunity for all and you can rest assured that TT Electronics takes positive steps to ensure we are an inclusive business, that will welcome and support you, from your initial application to wherever your career takes you! Please get in touch if you’d like to discuss any reasonable adjustments to your application, in order that we can accommodate and support you in the process. If you want to work for a company where who you are is valued and respected, we’d love to hear from you.

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