Company Description
Fulfil with Synergy (FwS) is an industry-leading founder-led 3PL for ambitious and fast growing brands. FwS operates seven days a week with late cut-off times, processing thousands of orders daily and managing large-scale returns operations. FwS focuses on delivering a highly personal, brand-aligned service, including use of branded packaging, value-added services, and tailored logistics solutions. With deep integrations into major ERPs, warehouse systems, sales platforms, aggregators, and over 17 courier partners, clients benefit from real-time visibility of inventory, returns, and tracking. The team is committed to acting as a trusted partner whose reputation is closely tied to each client’s success. Through operational excellence, technology, innovation and a people first culture, FwS turns every order fulfilled into a brand experience, delivered with pride.
Role Description
The Client Manager is responsible for leading the delivery of exceptional service to clients across all operations. This role ensures consistent service performance, achievement of KPIs and SLAs, and continuous process improvement to enhance efficiency and customer satisfaction. The position also focuses on building strong client relationships, collaborating with internal operational teams, and driving commercial performance through proactive account management and service excellence.
Key Responsibilities
Customer Service Delivery & Performance
• Oversee day-to-day Client enquiries alongside your Client Support Specialist
• Ensure services are delivered in line with SLAs, KPIs, and contractual commitments
• Lead Client review meetings and performance reporting
Operational Management
• Work with the Operations teams to ensure seamless service execution
• Identify process improvements to increase efficiency and quality
• Work alongside the HOCM to manage service-related risks and escalations
• Ensure compliance with regulatory and contractual standards
Client & Stakeholder Management
• Act as an escalation point for service-related matters
• Build strong working relationships with internal and external stakeholders
• Translate client requirements into operational delivery plans
• Maintain clear and proactive communication
Commercial & Financial Oversight
• Monitor cost-to-serve and service profitability
• Produce accurate and on time Client invoices
• Support budgeting and forecasting processes
• Identify opportunities to enhance value and drive revenue growth
• Contribute to contract renewals and service enhancements
Key Skills
Essential
· Previous experience in a client support, customer service, or account support role.
· Excellent written and verbal communication skills.
· Strong organisational skills and attention to detail.
· Ability to manage multiple priorities in a fast-paced environment.
· Confident using CRM systems and Microsoft Office (especially Excel).
Desirable
· Experience in 3PL or multi-client fulfilment operations
· Understanding of SLAs and performance reporting
· Experience working cross-functionally with operational teams
Personal Attributes
· Calm under pressure
· Highly organised and detail-oriented
· Solutions-focused and proactive
· Strong relationship builder
· Practical and commercially aware
