Commercial Associate

Laundryheap-; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Laundryheap Linen in London is seeking a Commercial Associate to own the full client relationship, from signup through onboarding to growth and retention.

This role covers conversion of inbound sign-ups, onboarding, pricing discussions, and ongoing account management, while daily service issues are handled by the Live Operations Team. You will work closely with the Division Manager to shape client strategy in an fast-moving, early-stage environment.

Qualifications

• Fluent English required; French is a nice-to-have.
• Experience in short-let or serviced accommodation or similar fast-moving operations.
• Ability to own and improve end-to-end client processes.

Responsibilities

• Own full client relationship from signup to onboarding to growth and retention.
• Convert inbound sign-ups and manage pricing, problems, and opportunities.
• Coordinate with Live Operations and Division Manager to ensure client success.

Skills

Fluent English

Client relationship management

Account coordination

Job description

Laundryheap is, an award-winning, industry-leading company transforming how people do laundry and dry cleaning. The wider business is established, but Laundryheap Linen is going through a period of strong growth and development. The division operates with more of an early-stage mindset, similar to an early-stage startup. We want people who think like owners, not employees.

Commercial Associate to own the full client relationship in London for Laundryheap Linen, our short-let-focused division at Laundryheap. This role covers the entire client journey, from the moment someone signs up, through onboarding, to growing and retaining them as a long-term client.

This isn't a customer service role, and it isn't a traditional sales role either. You'll own the entire commercial funnel: converting inbound sign-ups, onboarding new clients properly, and then acting as their long-term point of contact for everything commercial, including pricing, growth, problems, and opportunities. Day-to-day service issues are handled by our Live Operations Team, freeing you up to focus on what actually moves the business forward: getting the right clients in, keeping them, and making them successful.

We generally don't do outbound sales. Our industry runs on relationships and word of mouth, not cold outreach. That's exactly why this role exists: to make sure every client who comes through the door gets a properly managed relationship, not a transactional sign-up.

What you'll own:

Conversion

We already have a strong inbound sign-up rate and convert over a third of the sign-ups we call. You'll own this process end to end: following up on new sign-ups, understanding what they need, and converting interest into active clients.

Onboarding

We'd rather onboard fewer clients well than onboard everyone badly. You'll set expectations clearly from day one, make sure clients understand how we work, and get them to their first successful delivery smoothly. Strong onboarding is the foundation of everything else you'll do.

Account growth and retention

For your book of clients, particularly our mid-sized accounts, you'll be the person they trust. That means proactively spotting issues before they become problems, identifying where we can improve margins together, and looking for opportunities to grow the relationship over time.

Internal coordination

When something needs fixing operationally, such as a delivery issue or a fleet or warehouse problem, you'll be the link between the client and the right internal team, making sure things get resolved and clients feel looked after throughout.

Working closely with the Division Manager

Some of our most important client relationships, the ones that shape how we understand our own performance and the competitive landscape, are currently held by the Division Manager, who you'll report into. You'll work alongside these relationships from the start, with the intention of taking full ownership of them as trust builds.

What we're looking for:

• You want to own something, not be managed through it. We're not looking for someone who needs a task list. We're looking for someone who'll build the process, spot the gaps, and fix them without being asked.
• Fluent English required; French is a strong bonus.
• Experience in the short-let or serviced accommodation market, or another fast-moving, operationally heavy industry, is valued. You'll understand the pace and the client base faster.
• We genuinely don't mind whether you're a few years out of university with a lot of energy, or someone more experienced. What matters is how you think and operate, not your CV.
• Comfortable in an early-stage environment: some things won't be defined yet, and part of the job is helping define them.

Role Details:

• 5 Days - Full-time
• On-site role across London.