Account Manager

Position Overview:

The Account Manager (AM) is responsible for managing and nurturing relationships with a portfolio of assigned franchisees across our international network. The AM will act as the primary point of contact for these customers, fostering long-term, trusting partnerships. The role involves not only maintaining and expanding relationships with existing clients but also identifying and pursuing new business opportunities to support the growth of the franchise network. The AM should acquire an overview of each franchisee’s business development strategy, marketing activities, and financial performance to provide informed guidance and support.

Key Responsibilities:

1. Customer Relationship Management:
2. Serve as the lead point of contact for all customer account management matters, ensuring consistent and clear communication with franchisees.
3. Build and maintain strong, long-lasting client relationships, becoming a trusted advisor and resource for franchisees.
4. Conduct regular check-ins and business reviews with clients to understand their needs, challenges, and growth opportunities.
5. Provide ongoing support to franchisees, ensuring a seamless onboarding process for new clients and offering continuous assistance as needed.

Business Development:

1. Identify and pursue new business opportunities within existing accounts to drive revenue growth.
2. Collaborate with Franchisees to revise and approve new sub-franchisee sales and resales, ensuring alignment with overall business objectives.
3. Monitor market trends and competitor activities to proactively suggest strategic opportunities for business expansion.
4. Develop and implement strategies to meet or exceed business development targets.

Operational Excellence:

1. Coordinate with the relevant Head Office departments to resolve product, service, or supply issues in accordance with company policies and procedures
2. Oversee the financial aspects of account management, including periodic charges, following up on payments, managing debt collection, and ensuring financial compliance.
3. Travel internationally to attend business conferences, conduct field visits, and strengthen client relationships in person.
4. Oversee the legal aspects of franchisee accounts, including agreement renewals, to ensure compliance with contracts, company policies, and regulatory requirements.
5. Reporting and Analysis:
6. Prepare and present periodic reports on customer performance and service issues to the direct senior manager.
7. Analyze customer data to identify trends, risks, and opportunities for improvement.
8. Maintain accurate records of customer interactions, contracts, and agreements in the CRM system.

Skills & Abilities:

1. Language Proficiency:
2. Fluency in English at a mother tongue level is required; proficiency in additional languages is advantageous.

Customer Support Expertise:

1. Strong understanding of customer support principles, with the ability to apply these effectively in diverse markets.
2. Proven track record of managing accounts and driving business growth in an international setting.

Technical Proficiency:

1. Proficient in Microsoft Office Suite.
2. Experience with Salesforce and Priority is highly desirable, with the ability to quickly adapt to other systems.

Communication and Interpersonal Skills:

1. Excellent verbal and written communication skills, with the ability to convey complex information clearly and positively.
2. Strong negotiation skills, with the ability to manage and resolve conflicts effectively.

Strategic Planning and Organizational Skills:

1. Exceptional ability to plan, prioritize, and execute tasks efficiently, balancing multiple responsibilities in a fast-paced environment.
2. Strong strategic thinking and problem-solving skills, with a focus on achieving long-term business objectives.

Collaboration and Teamwork:

1. Ability to work collaboratively with cross-functional teams, including sales, marketing, operations, and finance, to achieve shared goals.
2. Demonstrated ability to lead projects and initiatives, coordinating efforts across multiple stakeholders.

This role offers the opportunity to make a significant impact on the growth and success of our franchise network across 40 countries. If you are passionate about building relationships, driving business success, and contributing to a dynamic global team, we encourage you to apply.