Square Mile Farms is on a mission to integrate farms into everyday city life to create inspiring places and experiences that bring people & organisations together and empower them to make healthier and more sustainable food and lifestyle choices.
We do this by installing hydroponic grow systems into urban areas, such as corporate offices, co working spaces, apartment buildings, universities, hotels etc so people can grow and consume their own zero miles, ultra fresh salad greens and herbs where they live and work.
We are looking for an experienced and energetic individual to lead and inspire our client management team and be responsible for the performance, experience & growth of our portfolio of clients. This role will be part of the SMF Management Team (MT) alongside other ‘Heads Of’ and the Exec team. This is an exciting opportunity to be a part of a growing and mission-lead start-up.
Key Responsibilities
Management of portfolio of clients
* Manage higher value/strategically important sites
* Establish strong relationships, renew contracts, grow revenue and provide an extraordinary experience
* Lead in the identification and sale for upsell opportunities with all accounts
* Maintain credible, peer-to-peer senior level relationships
* Represent clients internally to ensure expected farm experience is received
* Attend events and harvests to support delivery of engaging experiences
* Capture successful client stories into case studies and marketing collateral
* Drive development and delivery of engaging and meaningful client Impact Reports
Team management & direction
* Manage x2 Client/Account Managers (and ultimately growing team)
* Set direction of team
* Supporting with client meetings, proposals, problem solving etc
* Ensuring we deliver an amazing client experience throughout the management lifecycle
* Responsible performance for our whole portfolio of clients, achieving upsell revenue goals and minimising churn
Strategic initiatives
* Process improvements for efficiency & commercial gains
* Implement account management practices that increase automation and 'self service' from clients without impacting quality
* CRM enhancements
* Client onboarding and financial management
* Contract renewal
* Customer end to end experience enhancements in management of accounts
* Marketing strategy to communicate SMF value and brand awareness for stickiness and deeper client engagements
Functional stakeholder/representative
* Collaborating with Head of Product, Growing Operations, Events Manager and Finance etc to ensure our clients receive the expected level of experience
* Client schedule & resourcing planning
* Onboarding new clients
* Problem troubleshooting
* Support Exec team as the functional expert providing feedback and guidance on wider company initiatives/decisions
* Represent SMF at internal/external/client events
What we're looking for
* >5 years career experience in relevant area and/or >3 years in client management
* >1 year experience in managing people
* Ideally experience in a relevant field - property, F&B, health/wellbeing, agtech etc
* Highly personable and capable of building exceptional relationships
* Strong communication skills and able to manage stakeholders at all levels
* Conscientious, organised and structured
* A natural leader
* Willingness to both manage clients and lead and strategically develop the area
What’s expected of you
* Tight management of team - 121s, daily communication, team motivation, direction
* Lazor focused on client relationships & experience
* Commercial focus - revenue growth, with particularly weighting to larger opportunities
* Tight management of processes
* Reporting & metric driven
* Able to build business cases to justify investment and decision making
* Over communication - lead by example
* Head on a swivel - be aware of how a scenario could impact other areas/stakeholders in the business
* Take accountability for area and foresee potential issues, coordinate internal relevant stakeholders and generate solutions proactively to/and see them through
* Be a positive culture influencer - have a consistent presence both physically and digitally, develop relationships outside of area and take responsibility for other’s enjoyment of working at SMF
* Exemplify SMF values
What SMF can offer you:
* Chance to work for an exciting, growing, purpose driven start up
* Opportunities to grow with the business should you want to
* A unique proposition (we’re the only ones doing this!)
* To spend a lot of time with fantastic edible plants
* Volunteering opportunities
* Sustainable, fresh produce to take home
* Cycle to work scheme
* Competitive salary
* Learning budget
* Well being budget
* Quarterly team days to celebrate success
* Team breakfasts on Mondays