Retail Account Manager - #2166064

Retail Account Manager

Location: National, field-based (North)

Salary: Competitive package plus bonus, mobile phone, laptop and option for company car

Contract: Permanent

About Us

Fonehouse.co.uk is an established name that has been selling mobile phones on the High Street since the 1990s. Today we are a fast-growing online retailer backed by over 60 stores across the UK and a busy call centre in Bracknell. Our customer base is over half a million, and our online business accounts for over 70% of sales.

We work with major network operators, and we are now rolling out a national network of walk-in repair locations, supported by online marketing and B2B relationships. Technology and skilled people power everything we do, and we aim to make every customer touchpoint efficient, engaging and customer focused.

The Role

As Retail Account Manager, you will build and develop strong, productive relationships with our franchise partners. Your goal is to drive sustainable improvements in sales, profitability, compliance and customer experience across the franchise estate.

You will be the key link between our franchisees and KTM Online. You will understand how each business is performing, spot opportunities and risks, agree clear improvement plans and make sure they are delivered. You will combine commercial challenge with practical support, helping franchisees get the most from their business over the long term.

This is a national, field-based role with regular travel. You will report to the Head of Retail Partnerships.

What You’ll Be Doing:

• Managing a portfolio of franchise partners, with responsibility for commercial performance, relationships and operational standards.
• Supporting the Head of Retail Partnerships with strategic or larger multi-site franchise accounts, including store visits and performance reviews.
• Building trusted relationships with franchisees while constructively challenging performance and holding partners to agreed actions.
• Using data to track sales, profitability, customer and other KPIs, and to identify trends, risks and opportunities.
• Running structured business reviews and agreeing measurable improvement plans, then following them through to completion.
• Developing joint business plans with partners, with clear objectives for sales, profitability, compliance and development.
• Identifying underperforming stores, agreeing targeted action, and escalating persistent concerns where needed.
• Sharing best practice from high-performing stores across the network.
• Maintaining high regulatory, contractual, operational and brand standards, and making sure any corrective actions are completed on time.
• Coaching and training franchisee teams to improve product knowledge, sales performance and compliance.
• Working with Marketing and other internal teams on national and local campaigns, including local, B2B and service opportunities.
• Acting as the day-to-day contact for partners and resolving commercial and operational escalations.
• Forecasting performance and recommending commercial actions, drawing on data, market insight and franchisee feedback.
• Representing the voice of the franchise network internally and reporting regularly to senior management.

What We’re Looking For

Essential:

• At least 2 years’ experience managing retail accounts, ideally in the mobile phone sector.
• Proven experience of managing commercial relationships and improving performance across multiple retail locations, ideally in a franchise, partner or multi-site environment.
• Experience of delivering coaching or training and assessing compliance within a retail framework.
• The ability to build trusted relationships while constructively challenging others and gaining commitment to agreed actions.
• Strong communication and interpersonal skills, with a consultative approach.
• Commercial awareness and the ability to analyse data and use it to influence performance.
• The ability to work independently, prioritise a portfolio and take ownership.
• Comfort with national travel, and a full driving licence.
• Competence in Microsoft Office, including Excel, Outlook and PowerPoint.

Desirable:

• Experience in franchising, partner management, telecommunications or a comparable multi-site retail environment.
• An interest in mobile technology and telecommunications.
• Experience of resolving business or customer escalations.
• Self-motivated, adaptable and proactive.

Benefits

Get ready to dial into success and enjoy an array of incredible benefits along the way, including:

• Health Care Cash Plan
• Employee Discount Scheme offering you discounts with lots of stores
• Generous Pension Plan
• Above Statutory Holidays
• Company Events

If you have proven experience of managing commercial relationships we would love to hear from you. Click ‘apply’ now!