Job Description

About Us:

We are a forward-thinkinge-commerce business, situated in the heart of the 'golden triangle' with a strong focus on supporting our customers' growth, focusing on innovation, customer experience and operational excellence. We serve a diverse B2B and B2C client base across multiple sectors. As part of our growth, we are looking for a proactive and detail-orientated Client Manager to oversee key client relationships

Job Purpose:

As the Client Manager you will be the main point of contact for key clients, ensuring service delivery meets expectations and strengthening relationships. You will apply strategic thinking to identify growth opportunities and support account operations, including invoice preparation and review

The key responsibilities will be:

Account Management

- Build and maintain strong client relationships with a focus on retention and satisfaction through proactive communication and strategic planning.

- Leading and working with your Customer Support Specialist to provide best in class service to your dedicated Client, whilst being the primary point of contact for all account related queries

- Work alongside Head of Client Management to utilise analytical data to monitor logistics performance, identify trends, and recommend improvements.

- Conduct regular account reviews and identify opportunities and solutions to grow the relationship and retainment of client services.

Contract Oversight

- Work alongside internal stakeholders to manage the full lifecycle of client contracts, including onboarding, renewals and amendments

- Ensure contractual obligations are met and service levels are maintained

- Liaise with finance teams to ensure timely and accurate invoicing

Performance & Reporting

- Maintain meticulous attention to detail in all documentation and reporting of client performance

- Provide timely updates and reports to both internal stakeholder and clients

- Address and resolve any service delivery issues or disputes efficiently

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Collaboration & Strategy

- Develop and implement strategic initiatives to optimise value for your client

- Collaborate with internal teams to resolve client issues to then provide feedback and insights on process improvements

- Support commercial planning by contributing to forecasting, retention strategies and client success initiatives

Skills & Qualifications

- Proven experience in account/client management. Ideally within the sector of e-commerce sector

- Strong analytical skills with the ability to interpret data

- Strong understanding of commercial contracts and service-level agreements

- Exceptional communication, negotiator and interpersonal skills

- High attention to detail and organisational skills

- Ability to multitask and manage competing priorities in a fast-paced environment

The list is not exhaustive, and you will be required to support and perform other duties that are reasonable to the nature of the role and business.

Job Type: Full-time

Benefits:

Company pension On-site parking
Work Location: In person