Key Accounts & Client Relations Lead

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

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.