A Bit About Us
We’re a bunch of people who go to great lengths to make sure our customers are the happiest customers out there. We may sell everything from washing machines to PlayStations, but at our core we’re a people business.
We roll up our sleeves and work together to make things happen. From logistics, recycling to our award winning IT teams, almost everything we do, we do ourselves to make sure every aspect of our customer journey is done properly.
We launched in 2000 as a result of a £1 bet in a Bolton pub. 18 years later we have a 5* TrustPilot rating (after 100K reviews), expanded our business into Europe and floated on the London stock exchange, but we never lose sight of what we’re about.
More About the Role
§ This role is key to our team’s success. Our clients are large and national, requiring our team to be frequently visiting clients as well as ensuring we are delivering our promises and growing the business. We need a driven, adaptable and analytical mind who cares about clients, to join an ambitious team with big goals.
§ Delivering a great service relies upon multiple parts and business units within of AO UK. You are the chief advocate for all of our clients with internal stakeholders. Ensuring that AO is keeping its promises to our clients. This will require you to build and maintain great relationships with supply, trading, finance, commercial and the client support team.
§ Improving the performance of new partners within the social housing pillar (charities, housing associations and local authorities) of the B2B division in AO UK. The purpose of the role is to work with our business developers and account managers to grow our accounts (revenue, services and profitability) to hit and exceed KPIs for AO Business.
Here's What You Can Expect to be Doing
§ Commercial and operational performance - You will need to review delivery and sales performance as well as reviewing the quality of the service provided. This may include investigating the sales in, delivery performance and aged debt of the client to ensure that AO are building a profitable relationship.
§ Data analysis and planning - We are accountable to our clients and regularly have to provide them with management information on our performance. You would need to help compile and investigate this information to ensure we are using it to drive improvements and we are delivering our promises.
§ Communication - you will be expected to act as an ambassador for the team, promoting the pillar and sharing best practice. It is our responsibility to not allow an industry-specific strategy become siloed. You will need to work with the trading and supply teams to ensure that our clients range is available and in stock.
§ Client management - The role to support account managers with client meetings, teleconferences and managing client performance. In addition, to allow you to progress your career, you will also have a small portfolio of clients that can be managed remotely.
The strategic partners team will be placing orders for you; however, you will need to actively involved in ensuring they are delivering the customer journey agreed with the client. Proactively feeding back improvements to their direct line managers.
Junior Account managers work across their own and the team’s accounts. Performance is measured by helping us achieve our collective goals on:
§ Product and services revenue growth - We will measure product revenue delivered on a weekly, monthly and quarterly basis to ensure your accounts are achieving inline or exceeding targets.
§ Contribution - we will measure the profitability of accounts, including the use of installation, delivery and recycling services
§ Client feedback - We will seek feedback on the quality of service received by the client and their customers. This will be measured on a quarterly and annual basis.
A Few Things About You
The role requires a person who is/has:
- Data Analysis - you need to be comfortable analysing data and be keen to further develop this skillset.
- A Good Listener & People person - The key to successful account growth is the ability to listen, re-interpret and apply the information provided by the client. Using emotional intelligence to work collaboratively with internal and external stakeholders.
- Attention to detail - Companies trust people. Mistakes erode that trust. It’s key that the successful candidate is comfortable reviewing documents, data and agreements to ensure a high level of accuracy.
- Humble - We are not looking for perfection. We are looking for someone who is sufficiently confident in their own ability to be a team player, championing the great actions of our team where appropriate. We are looking for someone to have the self-awareness to acknowledge weaknesses and the desire to improve.
Why Choose AO?
At AO, our culture and our AO’way of doing things is vital to our success. We’re passionate people, determined to do whatever’s necessary to make our customers happy.
The AO motto is "treat every customer like you’d expect your nan to be treated, and make decisions your mum would be proud of". To do this, we train and empower each and every AO’er to strive for better ways of doing whatever they are doing.
Our AO’ers don’t just go through the motions and follow processes, it just isn’t our thing. We don’t follow trends, we set them.
Great People Deserve Great Things
As an AO employee you can take full advantage of our benefits package. As well as the fundamentals, like pensions and holidays, we have designed our "AO Perks" to help you out financially and make your work life a little easier.