Account Manager

• Develop and cultivate relationships with key partners within the BPO and internal KnitWell Group brand stakeholders to align with brand goals and objectives.
• Foster a strong understanding of the brand identity and values, encouraging partners to actively promote the brand through their communication channels.
• Manage contractual expectations (E.g., performance KPIs, CSAT, quality) and invoicing (E.g., auditing, approving, initiating payment) to ensure annualized performance and budget targets are achieved.
• Provide voice of the customer trends to partners across the KnitWell Group organization to give insights to key areas of the business.
• Manage and function as the subject matter expert across multiple KWG brands to provide insights for managing the day-to-day business needs of their respective brands.
• Coordinate in partnership with BPO leadership and internal stakeholders testing new technology capabilities to improve agent productivity and customer self-serve functionality.
• Collaborate with the KnitWell Group operational leaders responsible for internal branded teams to ensure a consistent outcome in key metrics such as productivity, quality, and revenue generation.
• Maintain open communication and collaborate with BPO partners to ensure defined business strategies are delivered on time and within budget.
• Cultivate an environment of continuous process improvement to ensure we reduce customer and agent friction, identifying technology gaps & needs.
• Capability to develop and implement comprehensive brand relationship strategies aligned with overall business objectives.
• Ability to interpret data and metrics to measure the effectiveness of brand initiatives.

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