This role owns the full performance of client retention and growth within one of NWF Fuels' three regions. It carries direct accountability for revenue, margin and retention across the region's domestic and commercial book, delivered through three functions; Customer Services, Internal Account Management and Key Account Management.
This is a P&L role, not a coordination role. The manager is judged on what the region delivers commercially, not on whether the teams underneath them are busy. With 23 people and a meaningful share of NWF Fuels' existing client revenue running through this team, the scale of the role is substantial, and it carries commensurate authority.
Why NWF Fuels?
- Monthly Pay: £60,000 to £69,000 per annum dependant on experience
- Car: Car allowance paid monthly
- Bonus: Up too 25% performance based
- Shifts: Monday to Friday
- Holidays: 33 days per year including bank holidays
- Progression Opportunities: Clear progression pathways both within Fuels and across the wider group that operates 2 other business'
- Training Opportunities: Funded, accredited courses.
- Medicash: Cashback on routine medical expenses such as dental, optical, physiotherapy and more!
- Shopping Discounts: Save with discounts at major retailers like Sainsbury's, Morrisons, Currys, Debenhams and more!
- Travel Savings: Discounts on flights, hotels, and airport parking.
- Entertainment Offers: Reduced prices at over 400 cinemas across the UK, including savings on drinks and snacks.
- Dining and Lifestyle: Access to deals on restaurants, leisure activities, and other lifestyle services.
- Enhanced Policies: Enhanced maternity and paternity leave.
- The Usual: Company Pension Scheme, Life Assurance, Cycle to Work Scheme, Employee Assistance Programme including counselling, legal and financial support, Free Refreshments, Free Secure On-Site Parking!
Day to Day
Leadership and team management
- Lead, coach and hold accountable the three direct reports Customer Services Team Leader, Internal Account Manager, Senior Regional Key Account Manager.
- Set clear performance expectations and targets for each of the three functional teams, aligned to the region's overall commercial plan.
- Conduct regular one-to-ones and performance reviews with direct reports; ensure they are doing the same through their own teams, down to Advisor, Executive and Key Account Manager level.
- Build a culture across a 23-person team where commercial performance and service quality are treated as the same objective, not competing priorities.
- Own recruitment, onboarding and capability planning for the region, working with the Internal Account Manager, Team Leader and Senior Regional KAM on succession within their teams.
Commercial performance and profitability
- Own the regional P&L for the client retention and growth function - revenue, margin and cost to serve.
- Set and monitor margin and volume targets for the Internal Account and Key Account teams; intervene early where performance is off plan.
- Review pricing and negotiation decisions made within delegated authority across the Internal Account Executive and Regional Key Account Manager population; escalate or correct where margin is being given away unnecessarily.
- Identify underperforming accounts or segments within the region and drive a plan to correct them - whether through pricing, service recovery, or account reallocation.
- Report regional commercial performance to the Director of Client Retention & Growth on a regular cycle, with clear commentary on drivers, not just numbers.
Client retention and service standards
- Own the regional retention rate across domestic and commercial accounts.
- Ensure Customer Services, Internal Account and Key Account teams work to consistent service standards and escalation protocols.
- Monitor client satisfaction and complaint data for the region and act on patterns, not isolated incidents.
- Represent the region in cross-functional discussions on service delivery, working closely with Operations on capacity and delivery commitments.
Cross-functional collaboration
- Work with the Commercial Director's team on the handover of new business into the region.
- Feed regional insight - client feedback, competitor activity, pricing pressure - back to the Director of Client Retention & Growth.
- Share best practice and consistent standards with the other two Regional Managers, ensuring the shared structure across regions produces a genuinely consistent client experience, not three different interpretations of the model.
Reporting and governance
- Maintain accurate regional reporting on revenue, margin, retention, service levels and headcount across all 23 roles.
- Manage the regional operating budget with discipline.
- Ensure GDPR and data handling standards are met across all client-facing processes in the region.
What will you bring?
- Proven experience managing a multi-team customer-facing operation of comparable scale (20+ people) with P&L or margin accountability.
- Track record of holding a team to commercial targets, not just service targets.
- Experience managing managers, not just individual contributors - this role has three direct reports, each running their own team.
- Background in a business with a mix of transactional and relationship-managed accounts.
- Commercially literate: reads margin and revenue data fluently and acts on it.
- Strong people leader: able to hold three direct reports of differing seniority and function to a consistent standard.
- Confident escalator: raises problems early rather than absorbing them.
- Data-driven: uses performance reporting across three distinct functions to manage, not just to report upward.
- Owns outcomes for the whole region, not just their own function.
- Direct and clear with underperformance, in their team and in themselves.
- Commercially minded first, operationally minded second.
- Visible and present across all three sub-teams, not just the ones that report most loudly.
Who are NWF Fuels?
NWF Group comprises of 3 key businesses: NWF Fuels, NWF Agriculture & Boughey Distribution. Employing over 1,400 colleagues across the group, we encourage and empower our people to progress and move fluidly through the group, meaning the sky really is the limit when you join us!
What makes NWF Fuels different? Our commitment to the customer and our focus on service is what sets us apart in the market, and our people are the driving force! We supply a range of fuel related products throughout the UK to domestic, agricultural, commercial and retail customers through our modern fleet of over 155 tankers and a strategically located depot network allowing us to service more than 113k customers. The business has grown organically and through acquisition currently standing as the third largest fuel distributor in the UK - we plan to climb higher and want you to be a part of it!
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.