Key Account & Client Relations Manager

AIRBOX FULFILMENT LTD; Leighton Buzzard; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Annual bonus

Discounts across stores

Mental Health Hotline

Counselling sessions

Nurse access 24/7

Private healthcare after 3 years

Career progression

Job summary

Airbox Fulfilment Ltd. is seeking an experienced Key Account & Client Relations Manager to own strategically important client relationships and shape service delivery across our growing 3PL operations.

You will collaborate with Account Managers, Warehouse Operations, Finance and Senior Leadership to ensure excellence and enable growth. The role requires building executive-level relationships, mentoring the Account Management team, and driving continuous improvements across client portfolios

Qualifications

• Significant experience managing strategic or key customer accounts.
• Excellent relationship-building and stakeholder management skills.
• Strong commercial awareness with experience identifying opportunities for account growth and customer retention.
• Experience mentoring or supporting Account Managers.
• Excellent communication, presentation and negotiation skills.
• Strong analytical skills with ability to interpret performance data.

Responsibilities

• Managing relationships with Airbox's largest and most strategically important clients.
• Leading Quarterly Business Reviews (QBRs) and operational review meetings.
• Acting as senior escalation point for customer concerns and service recovery.
• Mentoring the Account Management team to deliver high service standards.
• Working with Warehouse Operations to meet client SLAs.
• Identifying opportunities to improve retention, satisfaction and growth.
• Supporting commercial discussions, contract renewals and service development.
• Analyzing customer performance and implementing continuous improvements.

Skills

Strategic account management

Stakeholder management

Relationship building

Commercial acumen

Mentoring

Negotiation

Analytical skills

Job description

Our success is built upon the trust and dedication of our team members. We view ourselves not only as a warehouse and distributor but as an integral part of our clients' businesses. We are confident in our ability to provide the best service available and are always looking for passionate individuals to join us in our mission. Whether you're interested in operations, customer service, or content creation, Airbox Fulfilment offers a dynamic and supportive environment for personal and professional growth.

We partner with some of the UK's fastest-growing ecommerce brands, including Hoodrich, Wild Cosmetics, Naked Wolfe, Billionaire Boys Club and many more , delivering exceptional fulfilment solutions that help our clients scale.

As our business continues to grow, we're looking for an experienced ecommerce professional who can combine outstanding client relationship management with operational leadership. This is more than a traditional account management role - it's an opportunity to influence service delivery, mentor others and become a trusted strategic partner to some of our largest ecommerce clients.

About the Role
As Key Account & Client Relations Manager , you'll take ownership of Airbox's most strategically important client relationships, ensuring we continue to deliver an exceptional customer experience whilst identifying opportunities to strengthen partnerships and grow our business.

This is a hybrid commercial, operational and leadership role. You'll work closely with our Account Managers, Warehouse Operations, Finance and Senior Leadership Team to ensure service excellence is consistently delivered across our client portfolio.

Alongside managing your own portfolio of key accounts, you'll act as the senior escalation point for customer issues, support the development of the Account Management team and help establish the service standards that make Airbox the fulfilment partner of choice.

The key responsibilities of the role include:

Managing relationships with Airbox's largest and most strategically important clients

Leading Quarterly Business Reviews (QBRs), operational review meetings and strategic planning sessions

Acting as the senior escalation point for customer concerns and service recovery

Supporting and mentoring the Account Management team to deliver consistently high service standards

Working closely with Warehouse Operations to ensure client expectations and SLAs are achieved

Identifying opportunities to improve customer retention, satisfaction and account growth

Supporting commercial discussions, contract renewals and service development

Analysing customer performance, identifying trends and implementing continuous improvements

Acting as the voice of the customer across the business, ensuring operational decisions reflect client priorities

This role is perfect for someone who enjoys building executive-level relationships, solving complex operational challenges and helping shape the future of a growing Client Services function.

What We Offer

• Competitive salary (Dependent on experience)
• Up to 10% annual bonus
• Discounts across a variety of stores
• 24/7 Mental Health Hotline
• Six paid-for counselling sessions per year
• Phone access to trained nurses 24/7
• After three years of service, full private healthcare
• Opportunities to progress within the business

What We’re Looking For

Significant experience managing strategic or key customer accounts

Experience within third-party logistics (3PL), fulfilment, supply chain or ecommerce operations

Excellent relationship-building and stakeholder management skills, with the confidence to engage senior customer contacts

Strong commercial awareness with experience identifying opportunities for account growth and customer retention

Previous experience mentoring or supporting Account Managers

Excellent communication, presentation and negotiation skills

Strong analytical skills with the ability to interpret operational and commercial performance data

Experience working collaboratively across Operations, Finance, Commercial and Customer Service teams

Highly organised with excellent attention to detail and the ability to manage multiple priorities

A calm, professional and solutions-focused approach, particularly when managing escalations