About the Role 

Working as part of the Customer Success team, this role will focus on building and maintaining strategic partnerships with your customers to retain, grow and nurture business relationships. With a solution orientated approach, this role will integrate and work closely with Procurement and Finance partners across your portfolio of customers to understand strengths and more importantly opportunities to improve the capability of the Woolworths at Work business to meet the needs of our customers. 
 
With a strategic mindset, this role works across projects teams to provide a holistic onboarding experience and lead the relationship through its entirety. This role plays an active part in the monitoring and enhancing of customer activity to individual shopper level through regular reactive and proactive contact, problem solving and technical triage, showcasing Woolworths at Work capability across all customer levels as well as demonstrating a thorough understanding of the customer vertical through shared knowledge of data and market insights
 
KPIs and Accountability:

• Lead and enhance strategic customer relationships across all levels of customer contacts through proactive engagement and communication 
• Support onboarding and project teams with a thorough understanding of the customer including highlighting the specific business requirements including but not limited to range, pricing and delivery 
• Continuously monitor and investigate customer spend against revenue targets to understand and rectify potential gaps or misalignments 
• Educate and promote the Woolworths at Work brand and capability within customers to drive customer spend and opportunities for upselling 
• Work closely with internal stakeholders across the Woolworths at Work Sourcing, Commercial and Technology teams to provide valuable insight into customer trends and experience 
• Respond to and project manage any triaged customer escalation through its entirety and provide continued and meaningful feedback to the customer 
• Review and proactively understand VOC data analyse to explore and address feedback directly with the customer 
• Compile and present monthly and quarterly business reporting for both internal stakeholders and customer partners showcasing activity, spend, feedback and action plans to support the needs of the customer

 
Your Knowledge and Attributes

• Proven Account management experience within a B2B sales environment
• Strong strategic communication skills
• Data management experience with strong attention to detail
• Ability to coordinate large stakeholder groups and drive direction based upon customer requirements & feedback
• Highly organised with the ability to manage a high volume of work
• Ability to influence solutions for both internal & external stakeholders
• Ability to work independently & within a team environment
• An interest in the early childhood & aged care verticals 
• Experience with SAP, Salesforce is preferred but not essential

 
If you meet a number of requirements (and not all), we encourage you to submit your application. As an inclusive, team-first company, our people are at the core of everything we do. As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. We value diversity and aim to create a vibrant and inclusive workforce that reflects the communities we serve.
 
Sound like your next opportunity? Apply now or head along to www.wowcareers.com.au to discover more!