We are looking for a Key Account Manager to join our growing SME freight forwarding and logistics business based in Hayes.
Key Responsibilities
- Manage and develop relationships with key eCommerce and logistics accounts.
- Act as the main point of contact for customers, ensuring high levels of service and customer satisfaction.
- Identify opportunities to increase revenue through additional freight, fulfilment, warehousing, and value-added services.
- Conduct regular business reviews and performance meetings with customers.
- Work closely with warehousing, freight, customs, customer service, and finance teams to ensure seamless service delivery.
- Monitor account performance against KPIs and service level agreements.
- Resolve customer issues and proactively manage service improvements.
- Prepare account reports, forecasts, and updates using CRM and reporting tools.
- Monitor market trends and customer requirements to support account growth strategies.
Qualifications & Experience
- Proven experience in account management, customer success, or client relationship management within eCommerce, 3PL, fulfilment, freight forwarding, or logistics.
- Strong understanding of eCommerce operations, fulfilment, last-mile delivery, international shipping, and returns management.
- Excellent relationship-building and stakeholder management skills.
- Strong commercial awareness with experience identifying upselling and cross-selling opportunities.
- Ability to analyse customer performance data and provide actionable recommendations.
- Experience using CRM systems and account management tools.
- Strong communication, presentation, and problem-solving skills.
- Self-motivated, organised, and able to manage multiple customer relationships simultaneously.
- Knowledge of UK and international freight forwarding, customs procedures, and 3PL services is highly desirable.
Monday - Friday - 09:00am - 17:30pm (2 days hybrid)
