Internal Account Manager

DPD UK; Stoke-on-Trent; On-site; GBP 16,000 - 27,000; Full time

Benefits offered by this job

Holiday trading

Enhanced parental leave

Free life assurance (4x salary)

Vitality at Work

Free on-site parking

Retail discounts

Milestone days off

Eye tests support

Job summary

DPD is hiring an Indoor Account Manager in Stoke-on-Trent to proactively manage a portfolio of ~300 existing customers, overseeing weekly spend and driving retention, growth, and operational excellence in express delivery.

You will build strong relationships, address complex logistics challenges, and maximise account value while maintaining high service levels and profitability. This role offers a structured career path in a busy, expanding business.

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‑pressed, 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 Annual Price Increases 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

Customer Relationship Management

Sales

Negotiation

Communication

Sales forecasting

CRM software

Tools

Salesforce

Microsoft Office

Google Suite

Job description

• Contract Type: Permanent / 37.5 hours per week
• Salary: Up to £27,000 per annum depending on experience
• Bonus: Quarterly bonus paid after probation if set KPIs are achieved
• Location: Etruria, Stoke ST1 5SY
• Days of Work: Monday to Friday 9am - 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‑pressed, 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.

If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you!