Client Relations and Accounts Analyst
This position is primarily home-based, allowing for flexibility and a favourable work-life balance. However, some travel will be required to meet with clients, participate in team meetings and attend industry conferences.
Focus of the Role:
This is a multi-faceted role working closely with Commercial, IT, Talent, and clinical and non-clinical teams. You’ll support client accounts by analysing data, preparing reports, and facilitating communication between clients and internal teams, with a strong focus on commercial awareness and delivering value to clients. You’ll also support the fulfilment of contractual obligations.
Key Responsibilities:
• Serve as a point of contact for client accounts, building strong relationships and ensuring client satisfaction
• Analyse client data, account performance metrics, and trends to provide commercially focused, actionable insights to clients and internal stakeholders
• Prepare comprehensive monthly/quarterly/annual reports and presentations that highlight account status, performance, and opportunities for commercial growth
• Confidently present insights and reports to clients, clearly communicating performance, recommendations and value
• Collaborate with Commercial colleagues and other teams to address client needs, resolve issues and implement solutions, agree timeframes and facilitate the onboarding and off-boarding of clients
• Assist in developing and maintaining client-facing materials, including product information, service agreements and onboarding documentation
• Conduct regular account reviews and check-ins with clients to assess satisfaction levels and discuss future needs
• Assist the Senior Account Manager and Content Team in the delivery of monthly articles for our clients, both internal and external
• Responsible for creating and maintaining a competitor matrix across our six key business areas
Key skills:
• Commercial Acumen: Ability to understand business drivers and translate data into commercially meaningful insights and recommendations
• Analytical Skills: Strong ability to analyse data and draw insights; proficient in quantitative and qualitative research methods
• Communication: Exceptional verbal and written communication skills; able to present complex information in an understandable and engaging manner
• Presentation Skills: Confidence in presenting data, reports, and insights to clients and internal stakeholders
• Customer Service Orientation: A genuine passion for helping clients and ensuring their needs are met
• Technical Proficiency: Familiarity with CRM software, data analysis tools and Microsoft Office Suite (Excel, PowerPoint)
• Detail-Oriented: Excellent attention to detail for accuracy in reporting and documentation
• Project Management: Strong organisational skills with the ability to manage multiple projects and priorities simultaneously
Key personal traits:
• Proactive: Takes the initiative to identify issues and opportunities, anticipating client needs effectively
• Curious: A desire to continually learn about the industry, develop professionally, and enhance client relationships
• Resilient: Ability to stay positive and focused in high-pressure situations and adapt to changing priorities
• Collaborative: Works well in a team environment, contributing to discussions and sharing insights with colleagues
• Ethical: Demonstrates integrity and professionalism in all interactions with clients and team members
Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!
Since 1991, when we were a wholesaler with a team of just 15, we’ve been focused on getting better every day. By putting pets before profit, working as a team and taking pride in everything we do, we’ve grown into a 451 store network with more than 8,913 colleagues working in our Stores, Grooming Salons, Distribution Centres and Support Office.
We are the UK’s leading pet specialist, providing pet owners with all their product needs, as well as our Vets for Pets practices and Grooming salons. We support our colleagues to work with pride and passion, to bring honesty and integrity to work every day, and to do it all with a sense of fun and fearlessness. We never shy away from having the important conversations and doing what we say we’ll do.
Our values and behaviours are practiced daily across the business and are what really makes us an enjoyable, exciting place to work. We're always striving to develop and reward our colleagues with an extensive in-house series of training programmes, wellbeing initiatives and a comprehensive benefits package. In 2018 we were delighted to be voted top 5 in the Great Place to Work UK’s Large category.
Our colleagues are central to the success of the business and are fully trained in pet care and dedicated to animal welfare. Pets are central to everything that we do and 93% of colleagues have their own pets too!
If you like the sound of life at Pets at Home, you can find out more on our dedicated careers site: https://www.petsathomejobs.com/
