Indoor Account Manager

DPD Group UK; Stoke-on-Trent; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Holiday trading

Maternity/Paternity package

Life assurance 4x salary

Vitality at Work

Free parking

Discounted shopping

Job summary

DPD Group in Stoke-on-Trent is seeking an Indoor Account Manager to proactively manage a portfolio of around 300 existing customers, driving retention, growth and operational excellence in express delivery. The role focuses on building strong relationships, optimizing pricing and profitability, and escalating issues when needed.

You will manage rate renewals, complete regular reviews, and develop tailored account plans while maintaining a revenue pipeline.

Qualifications

• Proven background in Account Management or Customer Relationship Management, ideally within logistics or express delivery.
• Strong commercial acumen with mathematical capability to manage pricing, rates, and costs effectively.
• Ability to think outside the box to drive operational excellence and resolve high-stakes escalation issues.
• Strong communication, negotiation, and influencing skills across phone, email, and virtual meetings.
• Proficient in Microsoft Office/Google Suite and Salesforce CRM.
• Resilient, decisive, and adaptable in a time-pressured, fast-paced environment.
• Alignment with core DPD DNA values: Passion, Respect, Honesty, Flexibility, Caring, and Accountability

Responsibilities

• Driving Customer Retention & Growth: Proactively manage client accounts to maintain loyalty, hit revenue targets, and unlock upselling/cross-selling opportunities.
• Service Reviews & Rates: Conduct regular service reviews with clients and manage account rate renewals and APIs to ensure optimal profitability.
• Senior Escalation Point: Act as the senior escalation point for sensitive delivery issues, thinking outside the box to resolve complex customer problems and secure long-term accounts.
• Account Strategy & Pipeline: Develop tailored account plans, maintain an up-to-date revenue pipeline, and track trading levels using Salesforce.
• Relationship Management: Build multi-functional, multi-level business relationships across client organizations via phone, email, and virtual meetings.

Skills

Account Management

Commercial acumen

Communication

Salesforce

Microsoft Office/Google Suite

Negotiation

Adaptability

Tools

Salesforce

Microsoft Office/Google Suite

Job description

We are looking for someone to start on 11th January 2027

• Contract Type:Permanent / 37.5 hours per week
• Salary:Up to £27,835.18 per annum depending on experience
• Bonus:Quarterlybonus paid after probation if set KPIs are achieved
• Location:Etruria,StokeST1 5SY
• Days of Work:Monday to Friday9am - 5pm and 9:30 - 5:30

Join us on our journey as we aim to be the UK’s most sustainable delivery company, whilst ensuring our customers continue to receive a world class service. You will be in a busy and fast paced business, with a turnover of nearly £2 billion, that can offer you great benefits and plenty of opportunities to progress your career

DPD are passionate about creating an environment that is open, ethical, inclusive and socially responsible.

Along with job security, the tools to do the job and a competitive salary, you’ll receive fantastic benefits starting on day one, including never working on your birthday ever again!!!

DPD is a Valuable 500 company and a Disability Confident Employer

Job Description

As an Indoor Account Manager, you will proactively manage a portfolio of around 300 existing customers each spending up to £700 per week. You will drive customer retention, business growth, and operational excellence in express delivery by building strong relationships, thinking outside the box to solve complex logistics challenges, and maximising account value.

Key Responsibilities

Driving Customer Retention & Growth: Proactively manage client accounts to maintain loyalty, hit revenue targets, and unlock upselling/cross-selling opportunities.

Service Reviews & Rates: Conduct regular service reviews with clients and manage account rate renewals and Annual Price Increases (APIs) to ensure optimal profitability.

Senior Escalation Point: Act as the senior escalation point for sensitive delivery issues, thinking outside the box to resolve complex customer problems and secure long-term accounts.

Account Strategy & Pipeline: Develop tailored account plans, maintain an up-to-date revenue pipeline, and track trading levels using Salesforce.

Relationship Management: Build multi-functional, multi-level business relationships across client organizations via phone, email, and virtual meetings.

Qualifications

About You

Proven background in Account Management or Customer Relationship Management, ideally within logistics or express delivery.

Strong commercial acumen with mathematical capability to manage pricing, rates, and costs effectively.

Ability to think outside the box to drive operational excellence and resolve high-stakes escalation issues.

Strong communication, negotiation, and influencing skills across phone, email, and virtual meetings.

Proficient in Microsoft Office/Google Suite and Salesforce CRM.

Resilient, decisive, and adaptable in a time-pressured, fast-paced environment.

Alignment with core DPD DNA values: Passion, Respect, Honesty, Flexibility, Caring, and Accountability

Additional Information

About our Benefits

We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few…

• Holiday trading
• Enhanced maternity and paternity package
• Free life assurance of 4 x salary on joining the pension scheme
• Vitality at Work
• Free On Site Parking
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends
• For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses

Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities.

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