Strategic Account Manager

James and James Fulfilment Ltd.; Northampton; Hybrid; GBP 35,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

5% matched pension

Enhanced sick pay

Enhanced maternity pay

On-site parking

Healthshield

Life assurance

Cycle to work scheme

Zen Den

Mental Health Support

Team events

Job summary

J&J Global Fulfilment, following the 2025 merger with QLS Group, is seeking a Client Success professional in Northampton. You will manage a select portfolio of high revenue clients, helping them grow their brand and get the most from our platform.

This hybrid role offers £38,429 per year plus a bonus, 25 days holiday, pension and a supportive team. You will collaborate with internal teams to drive renewals, upsells and client satisfaction while delivering exceptional service.

Qualifications

• Experience in a client centre role such as Account Management, Customer or Client Success.
• Experience working in a B2B environment with a focus on the client, not on sales.
• Ideally experience in an ecommerce or logistics environment, although this isn't essential
• You're able to handle multiple priorities and keep a calm and collected manner

Responsibilities

• Dedicating your time to support a select portfolio of high revenue clients, helping them grow their brand
• Gaining an excellent understanding of their business and the challenges they face; identifying how we can improve what we do to add value to their business
• Working with our internal teams to help push for feature improvements on our software
• Continually strive to drive client retention, renewals, and upsells while ensuring you maintain excellent client satisfaction
• Ensure our clients are getting the most from our platform features and operations services

Skills

Client success

Account management

B2B experience

Multitasking

Job description

Do you understand the value of listening to your clients, putting them first and delivering an exceptional service? We like to think we do too.

Who are we?

J&J Global Fulfilment is a trusted fulfilment partner for hundreds of online brands, not only in the UK but internationally. Since 2010 we've grown our HQ here in Northampton, and have also put down roots in America, Australia, Canada and Europe. Our team is fast, supportive, and proud of the work we do. Following a merger at the end of 2025 with QLS Group, we are building on our established presence in the UK, Europe and USA. As we continue on our path of growth we want to find the best people to help us deliver exceptional service to our clients.

Why work for us?

• Salary of £38,429 per annum + bonus
• Hybrid working, 4 days based in Northampton, 1 day working from home each week
• 25 days holiday + bank holidays and 5% matched pension
• Enhanced company sick pay
• Enhanced maternity pay
• Free on site parking, electric car charging points, excellent bus links, bike shelters
• Healthshield - GP anytime, cashback for prescriptions, optical, dental...
• Life assurance
• Cycle to work scheme
• Zen Den - a dedicated, quiet space to relax, unwind, meditate, or reflect
• Mental Health Support - we have a team of trained Mental Health First Aiders, to support you when you may need it
• Christmas & Summer parties, quarterly team lunches

What you will be doing...

• Dedicating your time to support a select portfolio of high revenue clients, helping them grow their brand
• Gaining an excellent understanding of their business and the challenges they face; identifying how we can improve what we do to add value to their business
• Working with our internal teams to help push for feature improvements on our software
• Continually strive to drive client retention, renewals, and upsells while ensuring you maintain excellent client satisfaction
• Ensure our clients are getting the most from our platform features and operations services

We know that great people learn new things quickly, but to hit the ground running we'd love for you to have the following skills / experience...

• You have previous experience in a client centre role such as Account Management, Customer or Client Success.
• Experience working in a B2B environment with a focus on the client, not on sales
• Ideally experience in an ecommerce or logistics environment, although this isn't essential
• You're able to handle multiple priorities and keep a calm and collected manner

Our hiring process...

• If you're shortlisted, you'll have a call with Steph, our Talent Acquisition Manager
• You'll have an interview or two on site with Alessandra, our Commercial Director, and Carley, our Head of Client Services
• You get offered the job & start your amazing new role with J&J!

At James and James, we welcome and value diversity. We believe in fair hiring practices and are dedicated to considering all candidates equally, regardless of their race, colour, religion, gender, national origin, age, sexual orientation, disability, or any other protected status.

Should you require any reasonable adjustments for the role or interview process please contact us and we'd be happy to discuss these with you.