At a Glance
- Tasks: Manage key client relationships and lead operational excellence in a dynamic ecommerce environment.
- Company: Join a fast-growing fulfilment partner for top UK ecommerce brands.
- Benefits: Competitive salary, bonuses, discounts, mental health support, and private healthcare after three years.
- Other info: Immediate start available with opportunities for career progression.
- Why this job: Shape the future of client services while building executive-level relationships and solving challenges.
- Qualifications: Experience in managing strategic accounts and strong relationship-building skills required.
The predicted salary is between 45000 - 50000 £ per year.
We partner with some of the UK's fastest-growing ecommerce brands, including Hoodrich, Wild Cosmetics, Naked Wolfe, Billionaire Boys Club and many more, delivering exceptional fulfilment solutions that help our clients scale. As our business continues to grow, we're looking for an experienced ecommerce professional who can combine outstanding client relationship management with operational leadership. This is more than a traditional account management role—it's an opportunity to influence service delivery, mentor others and become a trusted strategic partner to some of our largest ecommerce clients.
About the Role
As Key Account & Client Relations Manager, you'll take ownership of Airbox's most strategically important client relationships, ensuring we continue to deliver an exceptional customer experience whilst identifying opportunities to strengthen partnerships and grow our business. This is a hybrid commercial, operational and leadership role. You'll work closely with our Account Managers, Warehouse Operations, Finance and Senior Leadership Team to ensure service excellence is consistently delivered across our client portfolio.
Alongside managing your own portfolio of key accounts, you'll act as the senior escalation point for customer issues, support the development of the Account Management team and help establish the service standards that make Airbox the fulfilment partner of choice.
The key responsibilities of the role include:
- Managing relationships with Airbox's largest and most strategically important clients
- Leading Quarterly Business Reviews (QBRs), operational review meetings and strategic planning sessions
- Acting as the senior escalation point for customer concerns and service recovery
- Supporting and mentoring the Account Management team to deliver consistently high service standards
- Working closely with Warehouse Operations to ensure client expectations and SLAs are achieved
- Identifying opportunities to improve customer retention, satisfaction and account growth
- Supporting commercial discussions, contract renewals and service development
- Analysing customer performance, identifying trends and implementing continuous improvements
- Acting as the voice of the customer across the business, ensuring operational decisions reflect client priorities
This role is perfect for someone who enjoys building executive-level relationships, solving complex operational challenges and helping shape the future of a growing Client Services function.
What We Offer
- Competitive salary (Dependent on experience)
- Up to 10% annual bonus
- Discounts across a variety of stores
- 24/7 Mental Health Hotline
- Six paid-for counselling sessions per year
- Phone access to trained nurses 24/7
- After three years of service, full private healthcare
- Immediate start available!
- Opportunities to progress within the business
What We’re Looking For
- Significant experience managing strategic or key customer accounts
- Experience within third-party logistics (3PL), fulfilment, supply chain or ecommerce operations
- Excellent relationship-building and stakeholder management skills, with the confidence to engage senior customer contacts
- Strong commercial awareness with experience identifying opportunities for account growth and customer retention
- Previous experience mentoring or supporting Account Managers
- Excellent communication, presentation and negotiation skills
- Strong analytical skills with the ability to interpret operational and commercial performance data
- Experience working collaboratively across Operations, Finance, Commercial and Customer Service teams
- Highly organised with excellent attention to detail and the ability to manage multiple priorities
- A calm, professional and solutions-focused approach, particularly when managing escalations
How to Apply
Please submit your CV and a covering letter explaining why you’re suitable for the role. You will be asked to answer some questions as part of your application. If you do not answer these, your application will likely be rejected, so please take a minute to tell us more about you!
No phone applications, please. We will review all applications and get back to shortlisted candidates quickly. Best of luck with your application!
The Airbox Fulfilment Team
Key Account & Client Relations Manager employer: Airbox Fulfilment
At Airbox Fulfilment, we pride ourselves on fostering a dynamic and supportive work environment where our team members can thrive. As a Weekend Fork Lift Driver, you'll enjoy competitive pay, flexible working hours, and opportunities for personal and professional growth within a fast-paced, team-oriented culture. Join us in our mission to deliver exceptional service while benefiting from our commitment to employee well-being and development.
StudySmarter Expert Advice🤫
We think this is how you could land Key Account & Client Relations Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Airbox Fulfilment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Airbox Fulfilment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Key Account & Client Relations Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Airbox Fulfilment:Your cover letter is your chance to shine! Tell us why you want to work at Airbox Fulfilment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Airbox Fulfilment!
How to prepare for a job interview at Airbox Fulfilment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
