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Account Manager (B2C)
Job Type: Full-time, Office-Based, Monday to Friday, between 8:45 AM - 5:15 PM
Location: Acton, West London
Salary: £27,000 - £35,000 p.a. base salary depending on experience
Bonus: Quarterly bonus (capped at 10% of annual base salary)
About Us
WeFlex is at the forefront of the electric vehicle revolution, committed to making electric vehicles accessible, starting with the ride-hailing market (e.g., Uber and Bolt). We provide ride-hailing drivers with finance to purchase a variety of electric vehicles, from affordable MGs to luxury Mercedes and Teslas. With rapid growth (60% YOY) and profitability for the last two years, our fleet and customer base are expanding, with just under 2,000 customers driving cars in our fleet and plans to double this within the next year. We are a close-knit team of just over 50 dedicated to decarbonising the world, starting with the taxi industry. We are seeking a dedicated and results-oriented Account Manager (B2C) to join us in this exciting growth stage of our business and help us continue offering a world-class customer experience.
Job Overview
As an Account Manager at WeFlex, you will be the primary point of contact for our B2C (Business to Consumer) customers. Your role will focus on building and maintaining strong relationships to ensure our customers achieve their goals and maximize the value of our services. You will work closely with customers to address their needs, resolve issues, and provide guidance on their vehicle choices.
Key Responsibilities
* Customer Relationship Management: Develop and nurture long-lasting relationships with customers, acting as their trusted advisor. Help them achieve their goals and ensure maximum satisfaction with our products and services.
* Day 1, 7, and 30 Check-Ins: Conduct structured follow-ups after the customer has collected their vehicle. Ensure they are satisfied with their purchase and understand key points about vehicle usage. Log any issues in HubSpot (HS) and follow up on resolutions:
* Day 1 'Care Call': Contact the customer the day after vehicle collection to check their satisfaction, gather feedback, and request reviews. Log any issues in HS.
* Day 7 'Care Call': Ensure customer satisfaction one week after collection, address any questions, and check their understanding of key details. Log issues in HS.
* Day 30 'In-Office Check-In': Meet customers in the office 30 days after vehicle collection to ensure continued satisfaction and log any concerns in HS.
* Outbound Retention: Manage retention tickets in the HubSpot pipeline, making same-day outbound calls to understand and resolve customer concerns, helping to minimize churn.
* Complaint Management: Handle customer complaints effectively, aiming to reduce the number of customers entering the churn pipeline. Collaborate with internal teams to ensure quick resolutions and customer retention.
* "WeHelp" Events: Organize and host regular "WeHelp" events at our office, providing customers with insights on EV topics such as maximizing earnings, reducing fines, and optimizing vehicle usage. Ensure these events are engaging and informative for both new and existing customers.
* "WeHelp" WhatsApp Channel: Lead and create content for our "WeHelp" WhatsApp channel, developing videos and podcasts focused on EV-related themes like charging strategies, winter vehicle usage, and cost-saving tips.
* Driving Style Feedback: Work closely with the Risk & Insurance Manager to deliver driving style feedback and coaching sessions. Focus on helping drivers with low scores improve and avoid being removed from insurance policies.
* Proactive Customer Engagement: Identify opportunities to enhance customer experiences by anticipating their needs, providing vehicle recommendations, and offering guidance on best practices for EV usage.
* Team Collaboration: Collaborate closely with the Sales, Payments, and Support teams to ensure smooth service delivery and customer satisfaction. Relay any feedback from customers to drive continuous improvement.
* Customer Retention: Understand the root causes of customer dissatisfaction and develop strategies to address these concerns effectively, ensuring long-term customer retention and success.
* Additional Responsibilities: Take on any other ad-hoc customer experience team duties as required to support the team and ensure smooth business operations.
Requirements
We are looking for a candidate with:
* Bubbly, charismatic & friendly personality
* You must have at least 1 year of experience in Business Development Management, Account Management, Customer Success Management or Team Management.
* Problem-Solving Skills! Be ready to tackle any issues that come up and find the best solutions for our customers.
* Resilience: The ability to stay positive and professional, even when things get tough.
* Excellent organisation and interpersonal skill.
Nice-to-have skills/knowledge:
* Knowledge of electric vehicles and the ride-hailing industry
* Previous business development management or customer success management expeirence.
Benefits
* Cycle to Work Scheme: Save on commuting costs while promoting a healthier lifestyle.
* Medical Care: Access to private medical insurance for your health and well-being.
* Employee Assistance Programmes: Confidential support services for personal and professional challenges, including counseling and advice.
* Quarterly Bonuses: Performance-based bonuses to reward your contributions.
* Career Development: Opportunities for professional growth and advancement within the company.
* Close-Knit Team Environment: Join a passionate team dedicated to making a difference in the electric vehicle market.
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