Key Account & Client Relations Manager

Airbox Fulfilment; Leighton Buzzard; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Up to 10% annual bonus

Discounts across stores

24/7 Mental Health Hotline

Counselling sessions

Private healthcare after 3 years

Immediate start available

Career progression

Job summary

Airbox Fulfilment is seeking a proactive Key Account & Client Relations Manager to own relationships with our most strategic clients. You will work across commercial, operations and leadership teams to ensure exceptional service while identifying growth opportunities and strengthening partnerships.

You will act as the senior escalation point for customer issues and help develop the Account Management team, ensuring service standards are consistently high across the client portfolio.

Qualifications

• Significant experience managing strategic or key customer accounts.
• Experience within 3PL, fulfilment, supply chain or ecommerce operations.
• Excellent relationship-building and stakeholder management, with senior contacts.

Responsibilities

• Managing relationships with Airbox's largest and most strategically important clients.
• Leading QBRs, operational review meetings and strategic planning sessions.
• Senior escalation point for customer concerns and service recovery.
• Mentoring the Account Management team to deliver high service standards.
• Collaborating with Warehouse Operations to meet client SLAs.
• Identifying opportunities to improve retention, satisfaction and growth.
• Supporting commercial discussions, renewals and service development.
• Analyzing customer performance and driving continuous improvements.
• Advocating for the customer across the business to reflect client priorities.

Skills

Strategic accounts

Relationship building

Stakeholder management

Commercial awareness

Mentoring

Communication

Analytical skills

Cross-functional

Organisation

Escalation handling

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.

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
• Immediate start available!
• 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