JOB DESCRIPTION & PERSON SPECIFICATION ACCOUNT DIRECTOR

Transcription

1 JOB DESCRIPTION & PERSON SPECIFICATION ACCOUNT DIRECTOR March

2 Company Background Catton Hospitality, established in 2010, is a group of leisure-based businesses including software, consultancy & training. We also operate three pub restaurants. Our purpose is to improve productivity within the hospitality sector, using software and consultancy. Our flagship software, S4Labour, was created in 2012 in response to requests from hospitality clients for an efficient labour scheduling tool and is used to optimise labour scheduling and management. Our aims are to: Provide our clients with ever superior customer service Understand better our clients labour costs Improve their profitability and labour productivity S4 was built by operators, for operators and is one of our unique selling points Given labour can account for +30% of operational costs in hospitality, there is a clear need for a tool that matches labour supply with demand and is easy for operators to use and interpret. We are providing an easy to use, intuitive system which helps people run their business better. We are a people business. S4Labour is now deployed in circa 1,000 UK sites and receiving fantastic customer feedback We also have an experienced team of consultants who have worked in the industry for most of their professional careers (our CEO is also a qualified beer sommelier and our CTO a trained chef!) so understand our clients needs. Catton Hospitality is a small, friendly, exciting and highly ambitious and innovative business. We are expanding rapidly, with an annual growth rate in excess of 60% a year with more new products being developed. We have highly-driven, enthusiastic and dedicated colleagues, who contribute to a culture focused on customer care, commercialism and credibility. Our motto is positive, professional and have fun whilst working your socks off. You will have real accountability and ownership from day one, coupled with a comprehensive induction and training. This is the role today, but we want to know where you can take it in the future. Besides the job matching, what else can you bring to our company? If you merely want a job, then we are not right for you. However, if you get excited at the prospect of helping to build a small company while developing yourself and challenging us, then we d love to hear from you. Catton Hospitality, Account Director, March

3 Account Director Leased and Tenanted Job purpose The core objectives for this highly commercial role are to: Create a customer base who will recommend Catton Hospitality to potential customers Retain customers to at least a level of 97.5% Increase revenue in line with business targets Role description Proactively lead a portfolio of up to 100 clients to ensure they meet their objectives and gain clear profit and productivity benefit from the S4Labour system Ensure superior account management for all our customers so they feel highly valued Provide a consultative sales and account management process with a view to offering workable solutions and an awareness of continuous process improvement Provide effective insight to client senior management, enabling operators to interpret their data and ensure they gain the optimum benefit from S4Labour Own and manage the senior account relationship (e.g. Managing Director, Finance Director, Operations Director, HR Director) Build long term commercial and strategic relationships at the most senior level of a client Manage the client contract and pricing model Comprehensively understand clients strategic and tactical business aims Devise, manage and deliver comprehensive annual client account plans including aims, and timeframes to deliver service and revenue growth Deliver and grow commercial revenues whilst providing exceptional client service Contribute to new business generation Upsell new Catton functionality and consultancy opportunities Understand and match Catton capabilities with our clients product requirements and needs Train the system to whoever directed Communicate with clients to agreed timescales as per our Customer Success Charter Maintain effective 360-degree communication and work effectively with all S4 functions Coach team members Follow internal process to ensure efficient delivery of departmental and companywide aims Qualifications, experience and knowledge Catton Hospitality, Account Director, March

4 A degree or equivalent educational level preferred but we will consider first class track record of achievement and experience as below + 5 years of relevant business and commercial experience Consistent track record of commercial achievement in account management and/or sales and hospitality management Experience in leading and coaching commercial teams would be an advantage Current knowledge of the hospitality industry and the leased and tenanted sector essential Full clean driving licence Beneficial skills, key competencies and personal qualities Excellent sales and negotiation skills Fast learner - proficient understanding of the S4Labour system expected within 2-3 months to level of being competent to train a roomful of operators Able to deliver compelling verbal presentations and training to small and large groups Good IT skills (MS Office, Salesforce) Good problem solving abilities Great interpersonal skills and the ability to think on your feet and listen well An excellent command of English, both written and verbal A self-starter, with initiative, enthusiasm and drive. Demonstrate great time management, planning and organisational skills Ability to focus and prioritise workload Thrives under pressure Friendly, helpful, and flexible in approach Ambitious for Catton and own personal development Commercial and numerate Team player Department and Location: Customer Success team, based at our Banbury office with regular travel to our clients sites Catton Hospitality, Account Director, March

5 Reporting to: Customer Success Director Direct reports None initially anticipated. Account Executives in future Remuneration Competitive basic salary*, commensurate with experience Targeted discretionary annual bonus Share options after one-year s service Basic pension, Life Assurance, Healthcare, all business expenses paid, car allowance 28 days holiday including Bank Holidays (with the opportunity to earn lieu days) *This is a designate role on a reduced salary until successful sign off as a fullyfledged Account Director by the Customer Success Director (or appropriate nominee) using the following criteria: 1) Training and "Sign Off" of S4 Labour system to Gold Standard 2) Complete a minimum of one New Customer Set Up process 3) Carry out a minimum of 3 Customer Support Calls 4) Spend one week on Support Desk 5) Carry out a minimum of one session on the Weekend HelpDesk Catton Hospitality, Account Director, March