Senior Account Manager – Ecommerce

Airbox Fulfilment; Leighton Buzzard; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Up to 10% annual bonus

Store discounts

24/7 Mental Health Hotline

Six paid counselling sessions per year

Nurse access 24/7

Private healthcare after 3 years

Immediate start available

Career progression opportunities

Job summary

Airbox Fulfilment is seeking an experienced Senior Account Manager – Ecommerce to own a portfolio of flagship brands and ensure exceptional service levels. You will mentor the team, resolve complex operational challenges and drive strategic account growth with cross-functional collaboration.

You’ll focus on high-value relationships, promotional launches and peak trading events, while delivering commercially-focused, operationally excellent service across warehouses and client services.

Qualifications

• Significant experience in Ecommerce Account Management, Client Services or 3PL.
• Experience managing high-value or strategically important client 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 KPIs and operational performance data.

Responsibilities

• Manage a portfolio of high-value ecommerce clients.
• Act as senior escalation point for operational or service issues.
• Build trusted relationships with key stakeholders through regular reviews.
• Support ecommerce brands with launches, peak events and growth.
• Collaborate with Operations to ensure service levels and performance.
• Coach Account Managers and share best practices.
• Review client performance data to identify trends and improvements.
• Support new client implementations and change projects.
• Work across Operations, Commercial and Finance to deliver great experiences.

Skills

Ecommerce account management

Stakeholder management

Analytical skills

Organizational skills

Communication skills

Mentoring/Coaching

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

As 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
• Immediate start available!
• 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