Account Manager

Job DescriptionClient Account Manager Leicester Full-Time | Leadership Role | Print-on-Demand & FulfilmentOur client is looking for a Client Account Manager to join their on-site team at their Leicester production facility. This is a key leadership role focused on managing B2B client relationships, overseeing fulfilment and customer support operations, and driving service improvements across the board.The ideal candidate will have hands-on experience leading teams in fast-paced, high-volume environments such as e-commerce, fulfilment, or print-on-demand. This person will act as the primary point of contact for client accounts ensuring smooth order fulfilment, timely communication, and swift issue resolution while overseeing a team of support and fulfilment staff to maintain high service standards.Key Responsibilities:Serve as the main contact for B2B clients using the companys print-on-demand (POD) fulfilment services.Build long-term client relationships grounded in trust, transparency, and a solid commercial understanding.Lead a small team (Customer Success Executive and Fulfilment Coordinator), ensuring daily operations run efficiently and performance targets are met.Manage the full client onboarding process from initial scoping through to integration and go-live.Monitor fulfilment activity daily to ensure orders are processed on time and in line with service level agreements (SLAs).Manage and prioritise support tickets, ensuring timely updates and resolution by collaborating with internal teams.Proactively communicate with clients about order statuses, potential delays, and available solutions such as reprints or refunds.Track KPIs across client services, support, and fulfilment, regularly reporting on team performance to internal stakeholders.Work cross-functionally with production, inventory, shift leads, and integration teams to ensure alignment on delivery priorities.Identify recurring issues and support the development of process improvements to enhance operational performance.Ideal Candidate Profile:23+ years in B2B account management or customer success, ideally within e-commerce, fulfilment, or logistics environments.Experience leading or supervising small teams, particularly in operational or production settings.Strong interpersonal and communication skills, with confidence engaging across departments and with clients.Commercially aware, organised, and solutions-oriented, with the ability to juggle multiple priorities without losing detail.Comfortable operating across both office and warehouse/production environments.Proficient with tools such as Zendesk or Freshdesk (ticketing), Trello (project management), and Shopify (e-commerce).Skilled in using Google Sheets or Excel to track workflows and performance data.Must-Have Requirements:Proven success managing B2B client accounts or customer success in a service-led organisation.Demonstrated experience in leading cross-functional or operational teams with accountability for service delivery.

Created: 2025-07-06