Brief Description Foster the relationship with allocated customers to support delivery of business objectives and continuous improvement in customer satisfaction.Manage the process so that customers are recognised as partners in the development and delivery of the routes and Network Rails strategic goals.About the role (External)Every day will be different, but you can expect to be involved in the following activities: 1.Support the Route Stakeholder Manager in the development of customer engagement strategies including informing, consulting & involving customers where relevant and evaluating the effectiveness of these strategies.
2.Assist areas and the route executive to effectively consult and engage customers on relevant projects.
3.Act as the initial point of contact within the company for the customer's business liaison issues; take responsibility for internal information regarding the customer, their business requirements and issues.
4.Advise senior management of issues and/or risks to customer relationships as soon as they arise so risks can be managed effectively.
5.Develop and deliver all income streams relating to the customer.
6.Support the delivery of Joint Performance Improvement Plans (JPIPs) specific to the customer.
7.Support all negotiations on changes to the customer's Track Access Contract.
8.Provide both detailed information and reports as and when required and monthly updates / status reports to senior management.
In order to be successful in this role, we would like you to have/to be: •Commercially astute, persuasive, and customer focused •Experience of account management •Good knowledge/understanding of the railway industry •Experience in negotiating & influencing skills •Able to effectively communicate to all levels inside and outside the business •Team player •Results orientated We would also like but it isn't crucial to have/to be: •Wide understanding of industry structure •Educated to degree level •Experience of dealing with large complex industrial client portfolios •able to demonstrate significant commercial success •Financial awareness