Premium Account Development Manager

The role of Premium Account Development Manager is a highly autonomous role which will require the individual to support, manage and grow our high value and most profitable owners by delivering exceptional service and pro-active account management.

The role requires the creation and delivery of Joint Business Plans plus the ability to quickly form trusting and mutually beneficial commercial relationships with our owners for long term growth. The delivery of OKRs and strategy plans are the key to success in this challenging and commercially focused role.

The Premium Account Development Manager must have proven key account management experience with an excellent history in delivering results and industry leading customer service. The role requires high levels of self-motivation and energy, the ability to influence stakeholders at all levels internally and externally, robust problem solving capabilities and excellent conflict resolution skills.

The role will include time spent visiting owners across the UK (predominantly in the north of England and Wales) and significant time speaking to owners via conference call. This will also require a minimum of one day per week in head office liaising with internal departments.


Essential Experience      

       Previous Key Account Management experience

        and delivery of Joint Business Plans

       Excellent commercial awareness

       Proven track record of driving results across multiple accounts

       Experience in successful negotiation with high value accounts

       Excellent time management skills

       Conflict resolution experience

       Advanced communication skills including presentation experience to customers and internal departments

       The ability to influence and persuade both internal and external stakeholders

       Optimal journey planning and diary management experience

       Highly skilled in Excel, PowerPoint, Word and Outlook


Desirable Experience

       Full P&L accountability experience

       Project management skills


Core Accountabilities

Reporting to the Head of Operations, the Premium Account Development Manager will be highly autonomous and target driven, ensuring our owners receive the ‘best in class’ customer service and excellent performance growth year on year. They will deliver the Sykes values internally and externally, ensuring the longevity of Sykes relationship with our most profitable owners.

The post-holder may be called upon to provide support to other sections within Operations team. Movement between areas within the team may take place at appropriate intervals in accordance with professional development and business needs.

       Full account management responsibility for the most profitable owners – including performance and adherence to contracted terms

       The creation, management and delivery of Joint Business plans for all owners – in line with IPB, BPP, NCPP and profit targets set by the business

       Responsible for all reporting including individual accounts and group view– with a constant review of tracking against OKRs and escalation of risks with solutions to deliver targets

       Creation and delivery of presentations to owners on performance and projects in line with company brand guidelines

       Creation and completion of monthly call plans in line with OKRs and with sign off from Head of Operations

       Accountable for the delivery of all projects to owners that impact premium accounts

       Internal communication across all touch points and departments to ensure owners receive information in full and on time

       Creation and delivery of monthly report on performance and projects to Head of Operations

       Continuous analysis of performance and processes to improve and grow the Premium Account portfolio

       Focus on new business opportunities and delivery in line with OKRs

       Creation of monthly journey plans to ensure meeting target volumes are reached and achieved within budget

       Ownership of all operational issues impacting premium accounts – including taking accountability for resolution in timely and satisfactory manner

       Attend departmental meetings.

       Be responsible for your own health & safety and that of your colleagues, in accordance with the Health & Safety at Work Act (1974) and relevant EC directives.

       Work in accordance with the Data Protection Act (1998) and to ensure all new systems are reported to the Data Protection Officer.

To create an environment oriented to trust, open communication, creative thinking and a collaborative approach

A flexible approach to the role is required and the ability to move around the business should this be required

Any other duties as are within the scope, spirit and purpose of the job.

Note: This Role Profile reflects the present requirements of the post. As duties and responsibilities change and develop the role profile will be reviewed and be subject to amendment in consultation with the post-holder.


Key Performance Indicators

       Achieve churn target

       Increase bookings and revenue by +5%

       Increase property portfolio by 10 in year one

       Increase Owner NPS by +10%

       Deliver all projects within ROI targets

       Attendance is managed in line with Company guidelines


Personal Attributes

Living by our Values of:


       Earn Trust

       Drive innovation & Change

       Achieve together

       Grow & Learn

       Communicate honestly  


Other Personal Attributes are:

       Excellent communication skills - using both written and verbal

       Effective team player

       High degree of emotional intelligence

       Ability to plan & organise, balance & prioritise a broad range of tasks


       Attention to detail


       Ability to work to deadlines

       Positive and proactive attitude

       Cross functional working

       Confidentiality at the highest level

       Be results driven

       Motivated and enthusiastic


       Flexible and reliable approach

       Be calm under pressure

       Good decision making ability

       Analytical skills and competent IT skills in main disciplines


About Us

Sykes is one of the UK's leading independent holiday cottage rental providers. By 2020, we're aiming to be Number One in the UK. It's an ambitious goal, but that hasn't stopped us succeeding before. Our success has been recognised both within and beyond our industry - we've won a prestigious "Best in Industry" award at the British Travel Awards for the last five years, and have been recognised by the London Stock Exchange Group as one of the "1,000 companies to inspire Europe". We're a fast-paced, exciting company to work for, but haven't forgotten our roots from Sykes' founding days at a kitchen table.

Although we work hard, we also believe in rewarding that hard work. In addition to salaries, we offer a generous benefits package including:


=        28 days’ holiday (including bank holidays)

=        Annual bonus scheme

=        Staff pension

=        Private Medical

=        Death in Service payment

=        Subsidised park and ride passes

=        Enhanced maternity and paternity pay

=        Long service awards - cash payments and increases in holiday allowances

=        Staff discount on cottage holidays

=        Free worldwide travel insurance (including family members)

=        Wellness extras, including free annual flu jabs, reflexology sessions and free fruit supplied in the office