Job Description

We are

Fidelity Fulfilment

. We are a leading provider of specialist warehousing and supply chain services based in Daventry. Our business has reached an exciting stage in its life with rapid expansion.



With sites in the UK, US, and Netherlands, we offer a diverse range of services including Automotive warehousing, 3PL pick & pack operations, e-commerce fulfilment, returns management, and systems development. We work with top-tier clients in various industries and provide a fully integrated end-to-end supply chain solution.



Are you passionate about delivering exceptional customer service? Do you thrive in a dynamic, fast-paced environment? Fidelity Fulfilment is looking for a dedicated Key Account Manager to deliver customer success to our clients with our team in Daventry!

What you'll be doing

Building trusted partnerships with key clients, acting as their main point of contact for escalations, queries, and high-level concerns. Understanding client needs to ensure our fulfilment services consistently meet and exceed expectations. Managing escalated complaints with professionalism and empathy, working with internal teams to resolve issues promptly and prevent recurrence. Reviewing account performance and customer satisfaction regularly, identifying opportunities for improvement. Acting as the voice of the customer within Fidelity Fulfilment, ensuring their needs are represented in internal decision-making. Guiding clients through our systems and processes to enhance their overall experience. Be a key mentor to the Key Account Representatives on best practice and appropriate resolution measures. Preparing and delivering regular reports on account performance, service levels, and customer feedback

What we're looking for

Proven experience in
account management, client relations, or customer success, ideally within fulfilment, logistics, or a service-driven environment.
Excellent communication and interpersonal skills, with the ability to build strong client relationships. A problem-solving mindset with the resilience to handle challenges calmly and constructively. Strong organisational skills, able to manage multiple accounts and priorities at once. Proficiency in CRM systems and Microsoft Office Suite; experience with fulfilment or logistics software is a plus. Analytical skills to interpret data and present actionable insights.

What you'll bring

A collaborative, solution-focused approach. High emotional intelligence, adaptability, and resilience. The confidence to handle sensitive client conversations with empathy and professionalism.

Why work for Fidelity Fulfilment

At Fidelity Fulfilment, we don't just move products - we power our clients' growth. You'll be joining a forward-thinking, customer-first business where your ideas and input will help shape how we deliver value to clients across the fulfilment and logistics sector.



If you're successful you will receive:


Salary sacrifice pension scheme - meaning you save on tax and national insurance 23 days + 8 days holiday increasing to 25+8 days with service High street discounts Enhanced family leave Cycle to Work scheme 3 X base pay death in service




If you're passionate about building lasting client relationships and delivering service excellence, we'd love to hear from you.