Account Manager

An established luxurious lifestyle and apparel brand is seeking an Account Manager to join their team.

The Role:

• Creation of quotes tailored to reflect previous orders and client requests.
• Identify new opportunities within existing accounts and introduce new product lines, seasonal items, or improve uniform offering.
• Maintain and develop long-term partnerships with clients, offering a high-touch, consultative service to ensure high levels of retention.
• Collaborate with the design and product teams to present curated suggestions that reflect innovation, functionality and style.
• Leverage CRM tools to track client preferences, purchase cycles, and reorder timing.
• Follow up and check back with clients within 2 weeks, passing relevant feedback internally, taking the opportunity to build relationships and knowledge of the client.
• Monitor revenue against targets and implement strategies to close deficits if needed.
• Prompt, accurate and regular communication with clients and internal teams via email, phone and WhatsApp.
• Ensuring order enquiries are dealt with promptly and in a timely manner.
• Creating and updating quotes to reflect client requests and recommending products based on previous sales, product recommendations and our trusted suppliers.
• Sending project status and timelines to clients on a regular basis to provide updates and reassurance on order progress acting as main point of contact.
• Providing reports and documents such as back-order lists, shipping information, inventories and order forms relating to each project.
• Regular communication within the wider Client Services team and liaising closely with the sales order manager on updates to ensure projects or shipments remain on track.
• Ensure database and systems are up to date with current and correct information in case the need for handover.
• Keep the company database and CRM up to date with contacts and client notes to ensure business continuity.
• Handle issues with agility and diplomacy, always aiming to exceed client expectations.
• Account Manager for large VIP clients providing an elevated and personalised focus and fast response times.
• Ensuring high retention rate by continually developing relationships and pre-empting client needs.
• Managing expectations with a proactive and solution-oriented mindset.
• Maintain confidentiality and anticipate bespoke requests with sensitivity and efficiency.
• Fostering the account management team supporting their development and day to day duties to perform at the highest standard.
• Feeding back on their development to the Senior Leadership.
• Distributing work / sales as they come into the department.
• Audits to ensure the sales protocol is being adhered to by all the team members.
• Working with the COO & CEO to improve processes, work flow and new IT systems.
• Ensuring company values, mission & vision are followed within the team.
• Issuing regular reports that captures the activity with the department and revenue against targets.
• Develop department KPIs to track success.
• Build and present data to enable insightful business decisions and strategy.
• Consider and implement new ways of working within the team to improve client experience and revenue.
• Migrating, updating and implementing the sales protocol as the company grows.
• Feeding back and enhancing functionality for the account management team.
• Training new team members on sales protocol, processes and products.
• Develop the team as a group and individually to excel and progress in their roles.
• Creation of training guides and manuals for the department, which is communicated & regularly updated.
• Research and implement relevant courses for the team that might help with their performance and personal development.
• Running the performance management framework with the team, collaboratively creating objectives and KPIs, reviewing regularly whilst reflecting on performance during 1:1s.

Skills Required:

• 2-4 years experience in account management and luxury fashion, or yachting-related industries.
• Strong understanding of the superyacht industry, crew roles, and uniform requirements.
• Excellent communication and interpersonal skills, with a service-driven mindset.
• Exceptional organisational skills and ability to multitask under pressure.
• Willingness to travel for client meetings and international events / shows.
• Proficiency in CRM software and Google Workspace.