Customer Service / Business Development Manager (Ref: PK9202)

NEW VACANCY (PK9202)

CUSTOMER SERVICE & BUSINESS DEVELOPMENT MANAGER

EAST ANGLIA

£40-45K DOE + Commission + Performance Bonus + Company Pension

Hours: 37.5 per week, Mon to Thurs 8.30-5pm, Friday 8.30-2.30pm

60% Office Based / 40% Field Based

Our client is a small, family-run business specialising in the production of self-adhesive labels, using digital and flexographic printing for short to medium print runs.

As they continue to grow, they're looking for a commercially driven, hands-on Customer Service and Business Development Manager to lead and energise the Account Management team while driving sustainable revenue growth.

This is a hybrid leadership role combining customer service leadership, commercial growth, and innovation in customer experience.

You will:
✔️ Lead, coach and develop a small team (2 Account Managers + 1 Account Exec)
✔️ Turn reactive account handling into proactive account growth
✔️ Drive new business from both existing and new customers
✔️ Personally manage key accounts and provide holiday cover where required
✔️ Embed structure, consistency and accountability into customer management
✔️ Champion digital tools and smarter processes that improve efficiency and customer experience

Key Responsibilities:

👔Team Leadership & Performance

• Lead and motivate the Account Management team
• Implement structured account review processes
• Drive consistency in customer communication and follow-up
• Set clear activity and growth expectations
• Coach team members to identify upsell and cross-sell opportunities
• Encourage collaboration and shared ownership of customer success

📊 Customer Growth & Retention

• Develop proactive account development plans
• Increase share of wallet within existing accounts
• Improve customer retention and satisfaction
• Introduce structured pipeline and opportunity tracking
• Encourage innovative ideas that improve the customer experience

🚀Business Development

• Generate new business opportunities
• Convert inbound and self-generated leads
• Reactivate lapsed accounts
• Support strategic targeting of high-value prospects
• Work closely with the Marketing function to create campaigns, promotions and targeted opportunities for growth

💻 Digital Processes & Customer Experience

• Champion the use of CRM and digital tools to improve visibility and efficiency
• Identify opportunities to streamline processes using digital solutions
• Support adoption of systems that improve customer communication, response times and service quality
• Encourage the team to embrace technology and new ways of working

⚙️Operational Support

• Provide hands-on account cover during holidays or absence
• Ensure smooth communication between sales, production and customer service
• Maintain CRM accuracy and reporting discipline