Key Account Manager in Marlow

Localised is local-first ecommerce. We have reimagined how brands and shoppers transact across borders, languages, currencies and cultures. With our own all-inclusive global ecommerce platform, we rapidly design, build, operate, optimize and market highly localised country-specific ecommerce sites in foreign markets for coveted brands. We help brands go global by being local. We are based in Toronto and London, and we are what brands expanding globally do next. We are only looking for candidates who are able and willing to work in our Marlow, UK office.

We are looking for a Key Account Manager to own and grow relationships with a portfolio of some of Localised's most important client brands. This role is the primary commercial and strategic point of contact between Localised and the client, accountable for defining success with the client, agreeing KPIs, and then leading the realisation of those outcomes across Localised's product, technology, marketing and operations teams. This role combines deep client ownership with hands-on ecommerce trading and strategy. You will be equally comfortable discussing GMV, conversion and margin performance, as you are presenting roadmap progress to senior client stakeholders.

Responsibilities

• Client Ownership & Relationship Management
  • Act as the primary point of contact for a portfolio of key client brands, building trusted, senior-level relationships.
  • Be the voice of the client within Localised, clearly representing client goals, constraints and priorities.
  • Set clear expectations with clients and ensure consistent follow-through and delivery.
  • Work with clients to define commercial objectives and success metrics (e.g. GMV, conversion, AOV, margin, returns).
  • Translate agreed KPIs into clear account roadmaps and execution plans.
  • Own accountability for delivery against agreed outcomes.
• Ecommerce Trading & Performance
  • Oversee day-to-day and medium-term ecommerce performance for client stores, ensuring delivery against financial targets.
  • Monitor and optimise key ecommerce KPIs including traffic, conversion, AOV, revenue, margin and returns.
  • Create and own trading and optimisation calendars aligned to client and Localised objectives.
• Execution & Cross-Functional Leadership
  • Lead and coordinate internal teams across Product, Engineering, Marketing, Content, Operations and Finance to deliver client outcomes.
  • Shape and prioritise product and platform requirements on behalf of clients, working closely with Product and Technology teams.
  • Support marketing planning and optimisation across paid media, CRM and onsite initiatives.
• Reporting & Executive Communication
  • Lead Monthly and Quarterly Business Reviews with clients, presenting performance, insights and forward plans.
  • Produce clear, data-driven reporting and recommendations for both client and internal stakeholders.
  • Confidently present to senior and executive-level audiences.
• Insight & Expertise
  • Build deep understanding of each client's global ecommerce business, including UX, merchandising, payments, logistics and marketing.
  • Maintain strong knowledge of ecommerce best practices, international markets, consumer behaviour and industry trends.
  • Lead the collection and documentation of client requirements and country-specific requirements for site refreshes, copy refreshes, onsite campaigns, offsite campaigns, marketing emails and promotions across Localised sites.

We would love to hear from you if:

• You have significant experience in ecommerce, having directly managed ecommerce sites or trading performance.
• You have experience in client-facing roles such as Key Account Management, Client Success, Account Management or similar.
• You are commercially minded, with a strong understanding of ecommerce KPIs and how to influence them.
• You are comfortable devising ecommerce strategy and then leading execution through cross-functional teams.
• You are an excellent communicator, confident presenting insights, plans and results to senior stakeholders.
• You are organised, accountable and outcome-focused, with a track record of delivering against targets.
• You thrive working with distributed, international teams and clients across time zones.
• Experience with ecommerce platforms, OMS, ERP, logistics, payments or CRO tools is highly desirable.

What we value

• We seek the truth.
• We are empathetic.
• We listen intently.
• We do not pretend to know when we don’t.
• We ask questions.
• We are objective.
• We are open-minded.
• We speak the truth.
• We are transparent.
• Opacity takes too much work.
• We have a point of view.
• We share our point of view.
• We say what we mean.
• We mean what we say.
• We optimize for outcomes.
• We celebrate results.
• We do things that make a difference.
• We hold ourselves and each other accountable.
• We are driven.
• We know what we need to do.
• We got this.
• We innovate together.
• We are collaborative.
• We accomplish more together.
• Our broad perspective is a superpower.
• We are clever and resourceful.
• We solve hard problems in clever ways.
• We are strength in numbers.
• We are brave.
• We are bold and ambitious.
• We are adventurous.
• We choose paths not travelled.
• We choose the hardest problems.
• We are the ones in the arena.
• We are the ones who knock.