Based on extensive knowledge of all Mail-related products and services, ensure the efficient execution of operational delivery of sold campaigns, while identifying sales opportunities with existing bpost clients, in order to grow the activities of the bpost product/service group within the assigned scope and optimize customer satisfaction.

This client portfolio is complex: its structures may extend internationally, it represents significant revenue weight (up to €20 million) and covers important or strategic clients, ranging from 8 to 30 accounts.

Main tasks

Maintain and strengthen relationships with a portfolio of long-standing clients, determine commercial actions and contractual agreements, and manage the negotiation process in order to build long-term relationships, thereby optimizing customer satisfaction and ensuring the conclusion of all agreements between the clients and the organization in accordance with legislation, while considering the possibilities and limitations of bpost.

• Inform clients about possible contract modifications and obtain signatures for contract extensions.
• Convince the client of the added value of close collaboration with bpost and justify choosing bpost in a competitive environment.
• Analyze, prepare, propose, defend and sell tariff evolutions.
• Maintain and deepen the necessary relationships with Facility, Logistics, Printshop, Procurement and other responsible stakeholders at the client.
• Be responsible for interactions with internal departments such as Legal, Pricing, Finance, Mail Operations and Senior Management in order to obtain potential derogations from standard commercial conditions during the contract renewal cycle.
• Develop and monitor an account plan in collaboration with the Development Manager Mail.

Handle customer requests and/or complaints escalated upstream (e.g. undelivered mail in case of strikes) and communicate the solutions found to the clients.

Act as an expert towards clients for other bpost business units.

• Act as the first point of contact for complaints and anticipate them.
• Resolve complex disputes and customer complaints.
• Monitor the customer experience to ensure a simple and positive client journey.
• Take ownership of the client’s Customer Experience (design, implementation, commitment calculations, campaign follow-up, interactions with bpost, etc.).
• During regular visits to clients, present and discuss the collaboration between bpost and the client, position bpost as the client’s preferred partner and optimize customer loyalty.

Facilitate the smooth execution of important and less predictable operational projects with existing clients and take necessary adjustment measures so that sold campaigns and/or services meet client expectations.

• Launch and supervise the operational flow associated with the execution of a campaign.
• Ensure that necessary adjustments are recorded in the appropriate systems.
• Ensure that the information in the client database is correct and look for solutions to issues identified there.

Translate the various client objectives into concrete campaigns and actions in order to develop an account plan together with the relevant Development Manager Mail and validate and adjust proposals prepared by other account managers so that high-performing and qualitative services can be delivered to the client.

• Develop, coordinate and implement concrete and highly innovative actions and campaigns according to the proposal assigned by the Development Manager within Advertising Mail or via the validated proposal within Relational Mail.

Advise on the feasibility and implementation of actions and campaigns resulting from the proposed commercial action plan in order to extract the best solutions to submit to the client and validate the final commercial action plan, defining operational boundaries based on in-depth knowledge of bpost products and services and deploying the appropriate adjustments and measures.

Study and analyze the markets and sectors in which bpost operates in order to identify and realize potential commercial opportunities with new and/or existing clients within the assigned target group (very large companies or highly strategic clients).

• Detect and materialize potential trends and opportunities.
• Develop knowledge about the client and its sector by sharing acquired information about clients and the market.

Maintain oversight of all ongoing projects within the limits of the overall budget available for the client in order to effectively manage the client’s total budget and maintain a clear view of new sales opportunities.

• Consolidate all ongoing projects within the account plan.
• Verify and monitor the financial results of clients against sales targets, interpret deviations and take actions if necessary.
• Monitor and report on the various contract statuses (targets, volumes, campaigns, etc.) in close collaboration with the Contracting team.
• Draft and submit client reports (KPIs, customer satisfaction and loyalty, etc.).

• Education level: Master’s degree
• Required experience: 5 years
• Strong knowledge of the second national language and solid knowledge of English
• In-depth knowledge of clients’ business challenges and objectives
• Extensive knowledge of Mail products and solid knowledge of all other bpost products and services
• In-depth knowledge of bpost logistics services, products and processes
• In-depth knowledge of sector projects
• In-depth knowledge of sales techniques
• In-depth knowledge of the logistics and operational flow within bpost

Like a long-awaited parcel, we want to make you feel welcome and valued. Our offer includes a competitive monthly salary, that goes without saying. On top of that, you can count on:

• Meal vouchers of €8 per working day 
• Hospitalization-, group- and disability insurances 
• A phone subscription, including 25GB data 
• A flexible renumeration plan, which allows you to customize your own benefits. A company car, bike leasing, public transportation, extra days off,... the choice is yours 
• Possibility to enter the Federal Mobility plan 
• Work/life balance, thanks to flexible working hours and the possibility to work from home  
• 20 days of statutory leave and 7 additional extralegal days off  
• An end-of-year and performance-based bonus and double holiday pay  
• Many benefits from more than 100 bpost-partners