Regional Account Manager

Position mission:

Manage, retain, and grow the company's most key and strategic client portfolio. The position acts as the link between commercial strategy and Rentokil Initial's operational excellence, maximizing revenue, account profitability (P&L), and client NPS, while ensuring a deep operational understanding of the pest control business and long-term portfolio retention.

Commercial Management and Key Account Management

1. Key account development and retention: Act as the primary manager for the region's most strategic clients, identifying cross-selling, up-selling, and contract renewal opportunities.
2. Definition of Account Plans: Design and implement tailored individual account plans for the highest value or most complex key accounts.
3. Proposal and pricing management: Negotiate renewals and commercial agreements, preparing technical and economic proposals within the Company's margins and policies.
4. Market trend analysis: Interpret industry and competitor trends affecting key clients, proactively adapting the commercial offering.

B. Operational Management and Service Quality

1. Service delivery supervision: Coordinate with operations and quality (QA) teams to ensure pest control contracts are executed in compliance with technical specifications and legal/regulatory standards (OHS).
2. Improvement plans and SLAs: Review service indicator compliance at key client facilities with area managers, resolving complex incidents agilely.
3. Quality assurance and added value: Collaborate with the Technical Directorate to implement service improvements and technical audits that provide differential value to assigned clients.

C. Satisfaction, Retention, and Cancellation Management

1. Client retention: Guarantee fulfillment of the annual retention objective for the assigned portfolio (reduction of terminations/cancellations).
2. Customer satisfaction (NPS): Keep the client at the center of processes, ensuring a high NPS for the accounts under their responsibility.
3. Proactive risk management: Analyze dissatisfaction alerts or service deviations in key accounts before they lead to contract terminations.

D. Financial Management and Internal Coordination

1. Portfolio profitability control: Monitor and guarantee the profit margins of managed accounts, supervising deviations in operating costs (raw materials, service hours, unforeseen expenses).
2. Cross-functional coordination: Work closely with the Commercial Directorate, Regional Managers, Controllers, and Operations and Administration departments to optimize the value chain.
3. Reports and Business Reviews: Perform periodic presentations of portfolio results (Business Reviews) to the Directorate.