On-trade Account Manager in London

We are looking for a proactive, commercially minded and highly organised Trade Account Manager to manage and develop our Trade department at Cult Furniture. This role is focused on managing and nurturing inbound Trade relationships across sectors including interior design, hospitality, property development, commercial spaces and architecture.

The successful candidate will oversee the full Trade customer journey, from enquiry management and quotations through to order completion and aftercare, while managing and supporting a small Trade team. The role requires a strong balance of customer relationship management, operational organisation, team leadership and commercial awareness.

This is a hands-on role that requires active involvement in the day-to-day running of the Trade department, including consistent management of the Trade inbox, responding to customer enquiries throughout the day and supporting inbound Trade call coverage during busy periods and annual leave cover. Alongside account management responsibilities, the role will involve handling quotations, pro-forma invoices, order management, aftercare support and escalated customer situations.

The Trade Account Manager will also be responsible for producing and analysing weekly and monthly Trade reports, providing meaningful insights into sales performance, account activity, pipeline progression, customer trends and departmental KPIs to support commercial decision-making and continuous improvement.

This position is suited to someone who thrives in a fast-paced environment, enjoys building long-term client relationships and is passionate about interiors and furniture. The role also requires flexibility to attend our London Head Office, London Showroom and Clacton Warehouse to maintain close collaboration with internal departments and stay connected with our product collections and customer experience. This would typically involve approximately one day per month at one of these locations.

• Act as the primary point of contact for key Trade accounts, ensuring exceptional levels of customer service throughout the order journey.
• Manage the Trade inbox daily, ensuring customer enquiries are responded to promptly and professionally in line with company service expectations.
• Handle a high volume of customer emails relating to quotations, stock enquiries, order updates, aftercare support and project coordination.
• Provide inbound Trade call coverage during busy periods, team absences and annual leave cover.
• Identify opportunities for upselling, cross-selling and repeat business within existing accounts.
• Maintain accurate customer records, project pipelines and sales activity within internal systems.
• Handle complex customer queries, complaints and escalations professionally and efficiently.
• Advise senior management on recurring product, supplier or service issues impacting Trade customers.
• Support customers with product selection, stock availability and tailored recommendations for their projects.
• Ensure all Trade communications are handled in line with company procedures, policies and service expectations.

• Manage, support and motivate a small Trade team to achieve departmental objectives and sales targets.
• Conduct regular one-to-one meetings, performance reviews and coaching sessions.
• Organise and deliver product and process training to improve team knowledge and performance.
• Monitor customer communications to ensure a consistently high standard of service.

• Produce and distribute weekly and monthly Trade reports covering sales performance, revenue, account activity, quotations, conversions, customer acquisition, repeat business and pipeline performance.
• Present Trade performance updates and insights to senior management.
• Track team performance against agreed objectives and identify development opportunities.
• Ensure Trade pricing, discounts and account information are accurate and aligned with company guidelines.
• Support wider business projects relating to Trade growth, customer experience and operational improvements.
• Maintain strong knowledge of Cult Furniture products, collections and industry trends.
• Work collaboratively with the Marketing and Content teams on Trade communications, campaigns and promotional activity where required.

• Previous experience in a Trade Account Manager, B2B Account Management, Customer Relationship Management or Commercial Customer Service role.
• Strong commercial awareness with the ability to identify sales opportunities and grow customer accounts.
• Experience producing and analysing weekly and monthly sales or account performance reports.
• Excellent communication and relationship-building skills.
• Highly organised with the ability to manage multiple projects and priorities simultaneously.
• Strong analytical skills with confidence interpreting sales data and KPIs.
• Confident using CRM and sales platforms such as Shopify and Microsoft Excel.
• Interest in interiors, furniture or design industries preferred.
• Confident working with data and reporting.
• Passionate about delivering exceptional customer experiences.

Opportunity to join a growing and ambitious interiors brand. Exposure to exciting commercial and interior design projects. Career development opportunities within the business. Staff discount on Cult Furniture products.