Account Director - Major Accounts (Retail)

Job Description

Locations: London

Flexible Working: BT have moved to a hybrid working model - you can work from home 2 days per week. This means you’ll be at your contractual location or out with customers 3 days a week.

About the role:

In Sales and Commercial, we’re building one of the biggest and best sales teams in the country. We’ve got big ambitions to develop a team that has the right ability and will to win. Central to our ambitions are;

• Using our unparalleled expertise to bring first class solutions to market and offer a compelling value proposition to our customers that’s unmatched by our competitors
• Developing a highly skilled, highly efficient sales powerhouse through competitive pricing, an optimised channel model and best in class tools
• Relentless pursuit of a high-performance culture founded on clear career progression and the drive and determination to become the UK’s best sales force

As an Account Director, you will be responsible for leading a portfolio of major customer accounts (typically £1.5m+ annual revenue or of high strategic significance) within the retail vertical. You will focus on revenue growth, new product adoption, and customer satisfaction whilst developing senior stakeholder relationships, driving strategic account plans, and identifying growth opportunities across a broad set of services. This role requires a highly proactive approach to account planning, relationship mapping, and executive-level engagement, with the expectation that you can represent the account clearly and confidently at short notice.

What you'll be doing:

• Manage a portfolio of major customer accounts, balancing protection of existing business with a strong focus on growth.
• Build and maintain multi-layered relationships across customer organisations, including senior leadership and decision-makers.
• Create and execute robust account plans and relationship maps to strengthen engagement and expand wallet share.
• Develop clear, credible customer narratives and position BT Group effectively in strategic conversations.
• Identify opportunities beyond existing services, including adjacent solution areas where customer needs can be better supported.
• Act as the accountable owner of the customer relationship on behalf of BT Group.
• Work closely with internal stakeholders to align activity, shape opportunities, and support successful account development.

Essential skills/experience:

• Ability to profitably retain, develop and grow a portfolio of existing customer accounts. Achieve/exceed business targets, expressed in terms of revenue, new product revenue growth and customer satisfaction
• Develop effective, multilayer relationships with customers, demonstrating knowledge of their business and their decision-making process, right across their business to add value and exceptional engagement, becoming a trusted and valued partner
• Creation of an account/win plan for all re-sign and growth opportunities, demonstrating required actions and effective engagement of the virtual team
• Own fully the customer relationship on behalf of BT, enabling other teams to deliver service and products by working closely and being clear and open with communication
• Conduct customer meetings and dialogue which supports your retention and growth campaign, fronting all commercial & contractual activity, and accurately record all sales activity on the central CRM system

Desirable skills/experience:

• Retention of customer base against aggressive market competition, maximising growth and network benefits.
• Operate within published commercial and contractual guidelines, making effective use of escalation routes
• Act as an ambassador both in the external market and within internal stakeholders, demonstrating best in class sales behaviour and deliver excellent customer experience results

Our package:

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• On-target-commission
• Health Care
• Car Allowance
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%​
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.​
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.​
• 25 days annual leave (not including bank holidays), increasing with service​
• 24/7 private virtual GP appointments for UK colleagues​
• 2 weeks carer’s leave ​
• World-class training and development opportunities​
• Option to join BT Shares Saving schemes.​

About us:

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK.

We’re a leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We are Customer-First Challengers, who are Committed, Clear and Connected. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.