Elaine Thomson

Responsible for the overall customer relationship including customer retention and profitable growth across the account base.

Leading and coaching a team of field based account managers and office based operational account managers to deliver sales strategy, secure contracts, increase share of wallet and deliver mobility products across corporate sector, public sector and SME.

Established track record of working collaboratively with senior leaders and board members to deliver customer excellence at all times.

Key Achievements:

• Sales Manager of the year 2020 and 2022.
• 98% customer retention.
• Developed team from 7 Strategic Account managers to include Commercial Vehicle Specialist, additional dedicated Scotland resource
• Implemented a team of 10 office based Operational Account Managers to better support the customer experience
• Developed strategy and implemented a renewals team in 2024.
• Analysed client feedback to highlight areas in need of improvement - designed and delivered programme of Customer Awareness Training to the wider business including Senior Leadership Team.
• Cultivated strong rapport with clients and stakeholders to support long-lasting partnerships.

Responsible for the development of client relationships and services within a portfolio of accounts.

Key responsibilities include the management of the strategic relationship between the business and the client and the achievement of targets maximising all income streams, whilst building long term strategic and sustainable relationships with all key stakeholders.

Key Achievements:

• Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
• Achieved 100% customer retention.
• Handled customer concerns and complaints to resolve issues and build loyalty.
• Enforced service standards to maintain establishment reputation for excellence.
• Generated KPI reports to illustrate overall performance.
• Analysed client feedback to highlight areas in need of improvement.
• Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.

Proactive account management and growth of 15 major fleet customers across leasing, rental and government organisations.

• Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
• Handled customer concerns and complaints to resolve issues and build loyalty.
• Enforced service standards to maintain establishment reputation for excellence.
• Generated KPI reports to illustrate overall performance.
• Kept business compliant with internal controls, industry regulations and health and safety requirements.
• Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.

Responsible for developing and owning head office client retail director relationships to develop, agree and execute sales plans. Leading a team of field based client sales managers to maximise and drive store card recruitment, point of sale insurance take up and credit sales compliantly within the client group.

Responsible for managing key client relationships at a Regional level, driving store card recruitment, point of sales insurance uptake and £100+m credit sales annually.

Leading a team of 16 outbound call operatives. Driving sales through coaching store staff over the telephone and dealing with inbound queries.

Procurement for RAF Radio Radar Piece Part Spares.