What are the main work contents and responsibilities of the account manager of the property management company?

Responsibilities of the account manager

1, general provisions

Clarify the basic responsibilities of account managers in the process of visiting customers and sales management, ensure that account managers' services can meet customers' requirements, and provide business information for regional marketing managers.

2. Scope of application

The responsibilities of this position apply to the service and sales guidance of the account manager to his target customers.

3. Responsibility

3. 1 Responsible for paying regular return visits to the customers it serves according to the classification management regulations.

3.2 Be responsible for the recommendation of cigarette promotion customers and the distribution of promotional items and promotional materials.

3.3 Be responsible for the specific implementation of customers' network access and network withdrawal in the area under its jurisdiction.

3.4 Be responsible for summarizing and analyzing the sales of the customers served every month.

3.5 According to the relevant requirements of the Municipal Bureau (company), be responsible for maintaining the customer information of the customers served.

3.6 Responsible for customers' complaints and feedback on product quality.

3.7 Responsible for collecting unlicensed cigarette business information within the jurisdiction.

3.8 Be responsible for the continuous improvement of customer satisfaction index in the area under its jurisdiction.

4. Workflow

4. 1 customer visit.

4. 1.65438+

4. 1.2 The account manager should pay a special visit to the customers he serves under special circumstances and fill in the corresponding special visit record.

4. 1.3 The account manager should do the following work every time he visits the customer.

A) transmit the information of the municipal (bureau) company to customers;

B) Collect information from customers;

C) Check the cigarette inventory and put forward reasonable suggestions for customers' ordering;

D) Actively assist customers to improve the counter layout of cigarette products and replace the defaced price labels;

E) Observe the sales of customers and urge them to operate legally;

F) Check the customer's implementation of the unified minimum retail guide price, and report the downgrade to the regional marketing manager in time if price violations are found.

4. 1.4 Every time the account manager visits the customer, he should record the relevant work contents and sign the marketing staff's market visit sign-in. After the visit, the customer should be asked to sign the record book for confirmation.

4.2 Recommendation of cigarette promotion customers and distribution of promotional items and promotional materials.

4.2. 1 The account manager shall give priority to selecting excellent customers (limited to customers above Grade 3) for promotion according to the comprehensive evaluation results, and submit the recommended list to the regional marketing manager.

4.2.2 After the brand manager determines the promotional customers, the account manager issues promotional items and promotional materials according to regulations, and requires the customers to sign the "sales promotion receipt" for confirmation.

4.3 The account manager shall go through the formalities for customers' network access and network withdrawal in accordance with the Working Standards for Franchised Retail Customers.

4.4 The account manager shall summarize and analyze the sales of the customers he serves last month before the 5th of each month.

4.4. 1 The account manager makes a summary and analysis of the overall sales of the customers he serves according to the special customer visit records and customer sales last month.

4.4.2 The account manager shall, before the 5th day of each month (holidays will be postponed), write a monthly customer sales analysis report based on the results of summary analysis, which shall include the following contents:

A) Overall sales analysis of customers served last month.

B) Problems, causes and countermeasures in customer service sales last month.

C) Main opinions and suggestions on product quality and service put forward by customers who received service last month.

D) Forecast and analyze the customer sales in the next month.

4.5 The account manager shall submit the monthly customer sales analysis report to the regional marketing manager for review.

4.6 Feedback on the result of handling the unqualified cigarette quality complaints.

4.6. 1 After receiving the reflection of unqualified cigarettes, the account manager should inspect unqualified products on site to find out the reasons for unqualified cigarettes.

4.6.2 The account manager shall truthfully fill in the Feedback Sheet of Commodity and Service Quality Information, and ask the customer to sign the Feedback Sheet of Commodity and Service Quality Information and bring it back to the regional marketing manager for review.

4.6.3 After being approved by the regional marketing manager, the account manager is responsible for replacing the unqualified cigarettes.

4.6.4 The account manager shall deliver the qualified cigarettes to the customers, and ask the customers to sign in the column of "Customer Confirmation" in the Feedback Sheet of Commodity and Service Quality Information, and bring it back to the regional marketing manager.

4.6.5 After receiving the instructions from the regional marketing manager on the complaints and opinions of customers' product quality in their respective areas, feedback the results to customers as soon as possible. Need to exchange unqualified cigarettes with customers, in accordance with the relevant provisions.

4.7 While visiting customers, the account manager should observe and understand whether there is unlicensed operation in the area under his jurisdiction. Once found, he should immediately report to the regional marketing manager, who will report the results to the monopoly department and report to the cigarette business department.

4.8 the improvement of customer satisfaction index

4.8. 1 After receiving the request from the customer service center or the regional marketing manager to evaluate the customer satisfaction, the account manager should make an analysis based on his own service situation.

4.8.2 After the analysis, the account manager should take corresponding effective measures to improve the service skills and attitude, so as to ensure the continuous improvement of customer satisfaction.

5, job requirements

5. 1 The account manager must have a high school education or above; Certificate of primary or above computer application ability; Good Mandarin and language communication skills.

5.2 The account manager must be loyal to his duties, honest and trustworthy, abide by labor discipline and be enterprising.

5.3 The account manager must wear a work card in the process of contact with customers.

5.4 The account manager must adhere to polite language in the process of contact with customers.

5.5 When visiting customers, the account manager should carry out specific work in strict accordance with relevant regulations.

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