Here at Yodel, we deliver more than 190 million parcels every year for many of the UK’s leading retailers and businesses. Within our client portfolio, we support with the growth of our entire client base – no matter their size. With our 50 operational sites nationwide, we cover every UK postcode, making Yodel the perfect choice for prospects and clients when choosing their carrier.
At the heart of our business is our Desk Based Account Management team. Led by Jessica Hadcroft-Plummer (Desk Based Account Director), along with our Desk Based Account Managers; Stephen Joannou, Georgina Turton, and Paul Collins, they are responsible for overseeing a vast range of our clients with specific requirements. With their expertise, the team ensure our partners enjoy the best service possible and have a dedicated point of contact for all of their business needs when it comes to Yodel. We recently caught up with Jessica, for a quick Q&A about their recent successes and what's coming up next.
Q: Tell me about the Desk Based team
A: We’re a diverse team bringing together a wealth of experience from across the industry. Whilst Georgina and I have both worked for other carriers, Stephen our longest standing member, brings great legacy insight and client knowledge to the team. Paul Collins, who was promoted a couple of years ago from within our recruitment department, had a good knowledge of our operation and Yodel culture. Each bring a different element to the success of the team.
There is very much a team spirit and culture of working together to get things done. This has been seen recently as the team supported our Out of Home client base migrating over from the Collect+ delivered by Yodel contracts onto new Yodel Sales Agreements. To ensure the success of this, Paul, Stephen and Georgina worked closely with their respective client contacts to understand their specific requirements and liaised with departments within Yodel to implement changes and adjustments.
Q: What motivates you and the team?
A: Communication for me is key. As a team we have an open and honest policy where feedback and everyone’s input, insights and opinions are valued. This is important for my team to feel valued, motivated, and engaged. 121’s are the perfect channel to ensure voices are heard and development opportunities are understood to enable the team to grow and develop. Seeing our clients flourish and knowing we've had a hand in their success is incredibly rewarding. It's a testament to the dedication and know-how of our team.
Q: What’s your team’s biggest achievement at Yodel?
A: When I started managing the team back in July 2019, one member of my team said for them, it was important for us to be recognised as a team within the business and gain kudos. Our biggest achievement to date was a partnership upsell won in FY21/22. The client previously only used our Out of Home services. We tendered and successfully increased their volume through our network to more than 2 million parcels. The client now benefits from our outbound home delivery and Return to Yodel Store services.
As a team, the last 12 months have been fantastic, with some key wins! We scope all leads against a set volume criteria per year. Over the past 12 months, we saw one of the team’s best years with significant wins coming through this channel. One particular client was moved to the field team due to their growth, so a wider business integration was required.
Q: How important is building strong relationships, and what impact does this have not just for the team but for Yodel?
A: Building strong relationships is key whether this is with internal or external stakeholders. The upsell opportunities that we have achieved over the last 12 months have been bolstered by the strong relationships the team has created, ensuring we were in pole position to have a seat at the table for any proposal opportunities.
The strength of these partnerships have been under-pinned by the Monthly and Quarterly Business Reviews and working collaboratively with the client. An example of this was a client trading at around 7% of their current annual volume back in 2021. Paul, their dedicated Account Manager, engaged with the client from day one, overcoming challenges and creating opportunities to attain their volume through our network as of right now. In addition, Stephen also secured a fantastic win in 2022, which initially came through the Yodel website. Stephen worked tenaciously for months to leverage strategic influencer support within the business to get the buy in from key decision makers to get this deal across the line early this year. Building these relationships and ultimately trust was key to both of these successes.
Q: Tell us about the development of your team and its role within Yodel in recent years
A: Two years ago, our Out of Home client base were moved into the team to provide specific support for their differing needs. During this time, we have seen some exciting opportunities to grow some accounts and develop partnerships with these clients. The skills that the Desk Based team have fits this base perfectly and the results we have seen since the move really are a testament to that. Without doubt this has been the area where we have seen significant growth, securing an additional volume of c.3million items yearly. There are still some extremely exciting opportunities in the pipeline currently.
Q: Why do clients choose Yodel over competitors, what is it that ensures we win, & maintain business?
A: The account management team within Yodel is second to none. As a team, we are so closely aligned to all our accounts, whether it’s with Peak Planning, account planning, delivering MBR and QBRs or everyday account management tasks. The transparency with which we can present performance to clients is without doubt best in class and has a real wow factor with clients. Many clients with a multi-carrier strategy simply do not receive this level of account management with other carriers. This ultimately positions Yodel ahead of the competition.
Q: Finally, What’s the importance of having an in-house dedicated account team?
A: The team are always contactable as they’re not out on the road, which is a huge benefit to clients. As the team are also based at our head office site in Skyways, they have access to key departments immediately within the business. In addition, a dedicated in-house team is key to enable the movement of accounts progressing to field account management to Silver, Gold and Platinum tiers.