Senior Account Manager – Ecommerce

AIRBOX FULFILMENT LTD; Leighton Buzzard; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Up to 10% annual bonus

Discounts across stores

24/7 Mental Health Hotline

Six paid counselling sessions per year

Phone access to trained nurses 24/7

Private healthcare after 3 years

Career progression opportunities

Job summary

AIRBOX FULFILMENT LTD is seeking an experienced Senior Account Manager – Ecommerce to lead a portfolio of major ecommerce brands and drive exceptional service delivery. You will focus on strategic relationships, mentor colleagues, and resolve complex operational challenges to help clients scale.

Collaborating with Warehouse Operations, Brand Operations Managers and the Client Services team, you will ensure proactive, commercially-minded and operationally excellent service across key accounts.

Qualifications

• Significant experience in Ecommerce Account Management, Client Services or 3PL.
• Experience managing high-value or strategically important customer accounts.
• Strong commercial awareness balancing customer needs and operational performance.
• Excellent stakeholder management and relationship-building skills.
• Experience mentoring, coaching or supporting junior colleagues.
• Strong analytical skills with KPI interpretation.

Responsibilities

• Managing a portfolio of high-value ecommerce clients.
• Acting as the senior escalation point for operational or service issues.
• Building trusted relationships with key customer stakeholders through regular review meetings and strategic planning.
• Supporting ecommerce brands with promotional launches, peak trading events and business growth.
• Coaching and mentoring Account Managers and sharing best practices.
• Reviewing client performance data to identify trends and continuous improvement opportunities.
• Working with Operations, Commercial and Finance to deliver outstanding customer experiences.

Skills

Ecommerce account management

Client services

Stakeholder management

Mentoring/coaching

Analytical skills

Commercial acumen

Operational awareness

Tools

Excel

Outlook

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

Senior Account Manager – Ecommerce, you'll take ownership of a portfolio of our larger, more strategic ecommerce brands, ensuring they receive an exceptional level of service whilst supporting the wider Account Management team.

You'll spend less time managing a high volume of accounts and more time focusing on strategic relationships, mentoring colleagues, resolving complex operational challenges and helping to continuously improve the way we deliver for our clients.

Working closely with Warehouse Operations, Brand Operations Managers and the wider Client Services team, you'll ensure our customers receive a proactive, commercially focused and operationally excellent service.

The key responsibilities of the role include:

• Managing a portfolio of high-value ecommerce clients
• Acting as the senior escalation point for operational or service issues
• Building trusted relationships with key customer stakeholders through regular review meetings and strategic planning
• Supporting ecommerce brands with promotional launches, peak trading events and business growth
• Working closely with Warehouse Operations to ensure service levels and operational performance are consistently achieved
• Coaching and mentoring Account Managers, sharing best practice and supporting their development
• Reviewing client performance data to identify trends, opportunities and continuous improvement initiatives
• Supporting new client implementations and operational change projects
• Working collaboratively across Operations, Commercial and Finance to deliver outstanding customer experiences

This is an excellent opportunity for someone who enjoys building long-term partnerships, solving complex operational challenges and helping develop others whilst working with some fantastic ecommerce brands.

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 in Ecommerce Account Management, Client Services or Third-Party Logistics (3PL)
• Experience managing high-value or strategically important customer accounts
• Strong commercial awareness with the ability to balance customer needs and operational performance
• Excellent stakeholder management and relationship-building skills
• Experience mentoring, coaching or supporting junior colleagues
• Strong analytical skills with confidence interpreting KPIs and operational performance data
• Excellent organisational skills with the ability to manage multiple priorities
• Strong Microsoft Office skills, particularly Excel and Outlook
• A proactive, solutions-focused mindset with excellent communication skills
• Previous experience within ecommerce fulfilment, logistics or supply chain would be highly advantageous

No phone applications, please. We will review all applications and get back to shortlisted candidates quickly.