Job Description

Head of Account Management

Reporting to:

Commercial Director

Location:

Portcentric House, Thurrock Park Way, Tilbury, RM18 7HD

Working Hours:

Mon - Fri 09:00 - 17:30

Job type:

Permanent

About Pro Carrier:

Established in 2019, Pro Carrier is the exciting new cross border ecommerce delivery arm of DG International. The guiding principle of Pro Carrier is to allow our customers to find sending parcels cross border as simple as sending parcels within the UK. In offering a range of global delivery options, supported by a choice of final mile delivery partners, and backed up by smart and intuitive IT solutions, Pro Carrier has taken a fresh look at how we can support our customers to achieve cross border growth simply and effectively.

DG International was established in 2009 to provide high levels of customer service to a range of clients importing into the UK from Asia via sea and air. The company has grown rapidly since then and now offers a range of logistics services across diverse industry sectors.

DG's growth has been underpinned by a commitment to a set of shared values that creates a high-performance culture. We have employed self-motivated people who are empowered to make decisions to accelerate our growth.

DG is poised for significant growth, with a strategy to grow to double in size over next three years, with Pro Carrier being at the forefront of that plan. The leadership team is experienced, dynamic and client-centric, and the focus for growth is around new technology offerings that compliment current services and additional market share from emerging markets.

Your New Role

The Head of Account Management is responsible for owning and growing strategic e-commerce customer relationships, ensuring retention, revenue growth, service excellence, and operational alignment across parcel delivery solutions. This role leads the account management function, acting as the senior commercial interface between key clients and internal operations, technology, and product teams

Responsibilities

Strategic Account Leadership

o Own the overall commercial relationship with key and enterprise e-commerce customers

o Develop and execute account strategies to drive revenue growth, margin improvement, and long-term partnerships

o Serve as executive sponsor for top-tier accounts, managing senior client stakeholders

Revenue Growth & Retention

o Deliver net revenue retention, upsell, and cross-sell across parcel products (domestic, international, returns, value-added services)

o Lead contract renewals, pricing negotiations, and commercial reviews

o Identify expansion opportunities aligned to customer growth, seasonality, and fulfilment models

Customer Experience & Service Performance

o Ensure customers achieve service level agreements (SLAs) and operational KPIs

o Proactively manage service issues, escalations, and peak-period readiness (e.g., BFCM, seasonal surges)

o Translate customer feedback into continuous improvement initiatives

Team Leadership & Development

o Lead, coach, and develop a team of Account Managers and Senior Account Managers

o Set clear performance goals, KPIs, and career development plans

o Build a high-performance, customer-centric culture

Cross-Functional Collaboration

o Act as the voice of the customer internally, partnering with:

Operations & Network

Product & Technology

Finance & Pricing

Sales & Onboarding

o Ensure smooth onboarding, change management, and solution delivery

Commercial Governance & Reporting

o Own forecasting, pipeline visibility, and account health metrics

o Provide regular reporting on revenue, churn risk, service performance, and customer satisfaction

o Ensure compliance with commercial, legal, and data protection standards

What You'll need to Succeed

To achieve all of that, you will be able to demonstrate and show evidence of:

8-12+ years' experience in account management, customer success, or commercial leadership

Strong background in e-commerce, parcel delivery, logistics, or supply chain services

Proven experience managing large, complex enterprise accounts

Strong commercial acumen with pricing, contracts, and margin management

Experience leading and scaling high-performing teams

Personal abilities/skills

Strategic thinker with a customer-first mindset

Confident executive-level communicator

Data-driven decision maker

Strong negotiator and problem solver

Calm under pressure in fast-paced, peak-driven environments

What you'll get in Return

In return, you can expect to be given considerable responsibility for implementation and work closely with a small leadership team where your efforts and success will be noticed.

We offer a competitive remuneration package, including free gym membership, private medical care and an employer pension contribution of 5% (based on the employee contributing 5%). We also offer free snacks (Chocolate, Fruit, Crisps, Protein Bars, Protein Shakes, Soft drinks etc) Pay day treats (free lunch or breakfast on us!), Company social events via our social committee, Employee of the month awards (a 500 bonus if you win!) plus many more!

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Job Type: Full-time

Pay: 60,000.00-75,000.00 per year

Benefits:

Company pension Enhanced maternity leave Enhanced paternity leave Gym membership On-site parking Private medical insurance Referral programme
Work Location: In person