St Albans (centre), with occasional possible travel within the UK to meet clients.
Working hours: Monday – Friday, 8.30 – 17.30, although flexibility required.
Reporting into Account Director, SMG UK
SMG (Service Management Group) drives customer loyalty for the world’s leading retailers. Working with over 150 key brands, SMG measures, analyses and provides actionable insight on customer and employee satisfaction that drives increased profit.
Clients are given an unparalleled view of the customer experience such that direct links between service and sales can be clearly identified. This is achieved through customers completing carefully considered surveys after their experience, either online or over the phone.
The candidate should be able to demonstrate excellent communication skills, both written and verbal, an attention to detail, ability to understand and interpret data, project management of day-to-day tasks. Experience working with the retail and/or restaurant sector would be an advantage but is not essential.
About this position:
We are looking for an Account Executive who wants to learn and grow within our organization. They will be a critical member of our client services team & interact directly with clients to implement and support customer and employee experience management programmes.
The ideal candidate is extremely organized, excels at time management and balancing multiple priorities, focuses on the details, and is able to build relationships with client contacts.
SMG’s Account Executive will:
Work with multiple Account Managers across a variety of clients to develop, implement, and maintain long-term customer satisfaction tracking studies
Assist with answering client questions, providing education/training regarding the programmes we manage, etc.
Interact with clients via phone, email, and in person and provide outstanding customer service
Help create presentations for client meetings
Produce & deliver scheduled and adhoc data and results for client contacts
Maintain CRM system and internal knowledge sharing databases
Support Directors in preparation for new business pitches (eg visiting prospect stores, online research, liaising with internal colleagues, liaising with our design agency partners etc.)
General administrative support
What we’re looking for:
Self-motivation and organisation will be critical. Skills requirements are of greatest importance as any gaps in knowledge can be part of the Account Executive’s development plan.
Market Research – Knowledge of research and an understanding of the principles of customer satisfaction.
Retail & Hospitality Sector – Knowledge of the retail/restaurant/hotel/ sector in the UK would be helpful but not essential.
Customer Service – Knowledge of the principles of customer service and basic theories.
Sales and Marketing – Knowledge of principles and methods for promoting and selling products or services would be helpful.
English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar is essential.
Customer Service – Knowledge of principles and processes for providing customer and services.
Time Management – Managing one’s own time.
Pro-activity – Ability to work individually and take ownership of responsibilities
Technical Ability – Proficient and confident use of Word, Excel and Powerpoint is essential
Communication – Ability to write & speak clearly, with correct grammar and spelling
Attention to detail – This is absolutely critical in order to be successful in this role
Applicants must have a minimum of a full university degree