The Business:The Institute of Customer Service is the independent, professional membership body for customer service. The Institute is a not-for-profit body run on commercial lines with a community of organisational and individual members from across the private, public and third sectors.
They have approximately 26% of the FTSE 100 as members of the Institute. It has been established for 16 years.
The Challenge:The Institute uniquely combines a competitive commercial environment with the supportive and personal atmosphere of a small company that is closely connected to its customer base.
The successful National Account Director will manage the Institute’s large, multisite member organisations (approx. 35 of the FTSE 350) ensuring that each has an agreed engagement plan so that their member organisations gain maximum benefit from their investment.
Our Candidate:The successful candidate is required to be the first port of call for comment on all Customer Service related issues within member group, reporting to and supporting the Director of Customer Engagement.
They must manage a portfolio of national accounts to ensure that they are supported in line with the national account strategy and deliver strategic engagement plans to achieve revenue retention targets and individual member retention targets across those accounts.