Key Account Relationship Manager

FreshDirect; New York (NY); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical, Vision, Dental coverage

401(k) with employer match

Onsite FREE parking

FREE employee shuttle service from NYC

20% employee discount on FreshDirect

Gym membership discounts

Job summary

FreshDirect is seeking a Key Account Relationship Manager to manage a portfolio of B2B accounts, retain and grow revenue, and partner with internal teams to deliver premium service.

You will conduct business reviews, identify upsell opportunities, educate customers on FreshDirect Business solutions, and collaborate with Marketing, Operations, and Customer Service to ensure exceptional experiences.

Qualifications

• Bachelor's degree or equivalent
• Minimum of 3 years in B2B account management or related role
• Proven track record in driving customer satisfaction, retention, and revenue growth
• Experience in foodservice, hospitality, catering, or related industry preferred

Responsibilities

• Manage and grow relationships with assigned B2B accounts via phone, email, virtual meetings, and in-person visits
• Identify upsell and expansion opportunities across products and locations
• Conduct high-volume outreach while meeting activity, retention, and revenue goals
• Educate customers on FreshDirect Business solutions including recurring order programs and catering
• Conduct regular business reviews to assess performance and develop growth strategies
• Collaborate with Marketing to support customer engagement campaigns
• Coordinate with Operations, Customer Service, Merchandising to resolve issues and enhance experience

Skills

Relationship management

Consultative selling

Customer service

Communication

Time management

Education

Bachelor's degree

Tools

Salesforce

CRM software

Outlook

Excel

Job description

About Us

At FreshDirect, we are reinventing the grocery experience. Since day one, our mission has been simple: bring the best, freshest food directly from the farm to people's homes - faster, fresher, and smarter than anyone else.

We're not just a food company. We're a technology-powered, customer-obsessed team building one of the most innovative end-to-end food supply chains in the industry. From proprietary routing systems to our state-of-the-art fulfillment center, every part of our business is designed to deliver unmatched quality, convenience, and care.

We partner directly with farmers, fishermen, and artisans to source the highest quality ingredients - then use smart data, automation, and logistics to deliver them at peak freshness.

It's grocery shopping reimagined - and we're just getting started.

If you're passionate about innovation, care deeply about what people eat, and want to help build the future of food, we'd love to meet you.

The Role

FreshDirect Business is a strategic growth priority for FreshDirect, serving corporate and business customers with premium food solutions and exceptional service. The Key Account Relationship Manager is responsible for managing, retaining, and growing a portfolio of key B2B accounts through proactive relationship management, consultative selling, and outstanding customer service. This role partners closely with customers and internal stakeholders to drive revenue growth, maximize customer satisfaction, and strengthen long-term partnerships.

What You'll Do

• Manage and grow relationships with an assigned portfolio of FreshDirect's business customers through phone, email, virtual meetings, and in-person visits.
• Drive account revenue growth by identifying upselling, cross-selling, and expansion opportunities across products, services, and customer locations.
• Conduct high-volume inbound and outbound customer outreach while consistently meeting activity, retention, and revenue goals.
• Serve as a trusted advisor by educating customers on FreshDirect Business solutions, including recurring order programs, catering services, and key product categories.
• Conduct regular business reviews to assess account performance, identify customer needs, and develop growth strategies.
• Proactively address declining account activity, resolve customer concerns, and implement retention strategies to strengthen partnerships and recapture spend.
• Partner with Marketing to support customer engagement initiatives, targeted campaigns, and promotional programs.
• Collaborate cross-functionally with Operations, Customer Service, Merchandising, and other internal teams to resolve issues and enhance the customer experience.
• Work closely with Corporate Concierge Associates to ensure customer inquiries and service requests are resolved accurately and efficiently.
• Monitor industry trends, competitive activity, and customer insights to identify opportunities that support business growth.
• Maintain accurate customer records, account activity, and sales performance data within CRM systems.

What You'll Bring

• Bachelor's degree or equivalent combination of education, skills, and relevant work experience.
• Minimum of 3 years of experience in B2B account management, customer success, sales, or a related customer-facing role.
• Demonstrated success driving customer satisfaction, retention, and revenue growth.
• Experience within food service, hospitality, catering, office products, or a related industry preferred.
• Proficiency with Microsoft Office Suite, including Outlook, Excel, Word, and Teams; Salesforce or CRM experience preferred.
• Strong relationship‑building, consultative selling, and customer service skills.
• Ability to manage a high volume of customer interactions while delivering exceptional results.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational, prioritization, and time‑management abilities with exceptional attention to detail.
• Results‑oriented mindset with the ability to identify opportunities, influence outcomes, and drive business growth.
• Self‑motivated, adaptable, and comfortable working in a fast‑paced environment.
• Strong problem‑solving skills and the ability to navigate challenges with a customer‑first approach.
• Collaborative team player who builds effective partnerships across all levels of the organization.
• Commitment to continuous improvement, innovation, and delivering exceptional customer experiences.

Our Values at FreshDirect

A Passion for our customers

Our customers are at the heart of everything we do. We listen, innovate, and act quickly to exceed expectations with every order and interaction.

One team, one mission

Everyone contributes & every role matters. We break silos, lift each other up, and share a relentless focus on delivering results. That way, we win together.

Delivering excellence, every time

We take pride in the quality of our food, service, and the experience we create. Our team goes above and beyond to earn trust and guarantee 100% freshness.

Act with integrity

We operate with honesty, respect, and accountability in how we treat our customers, teammates, and partners. We own our outcomes and always do what's right, even when no one is watching.

Make fast, bold decisions

We challenge the status quo, embrace technology, and take smart risks to build a better future. At the same time, we stay true to our NYC roots and care for our community.

We love food. Yes, literally all of us.

What You'll Love About Working Here

• A fast-paced, innovative environment where ideas turn into action
• Opportunities for growth - many of our leaders have risen through the ranks
• Direct impact on how thousands of customers experience food every day

Salary

$80,000 - $90,000

Total Rewards & Benefits

• Competitive compensation and comprehensive benefits
• PTO, Safe & Sick Time, and Paid Holidays
• Medical, Vision, Dental, and Voluntary Disability coverage
• 401(k) with employer match and Life Insurance
• State-of-the-art Bronx campus with on-site basketball court, cafeteria, and employee market
• Onsite FREE parking
• FREE employee shuttle bus service from nearby Subway station
• Training, leadership development, and tuition discount at local colleges
• 20% employee discount on FreshDirect online orders and Brooklyn wine store
• Minimum 50% employee discount at our onsite employee market
• Mobile phone discounts through partnerships with T-Mobile and Verizon
• Gym membership discounts through NYSC

Our Culture

We embrace an in‑office culture, composed of individuals who thrive on the collaboration and energy that comes from working together in a shared space. We are looking for people who excel in this environment, where physical presence enhances connections and engagement. At FreshDirect, we've created an environment that thrives on teamwork, where associates can innovate, grow, and have successful careers. Many of our leaders have successfully come up through our ranks. Because of our team's extraordinary efforts, we are a leading innovator in the e-commerce and grocery industries.

Equal Opportunity

We are proud to be an equal opportunity employer. Fresh Direct, LLC and its affiliates do not discriminate against applicants or employees because of their race, color, citizenship status, national origin, ancestry, gender, disability, sexual orientation, age, religion, creed, marital status, veteran status, domestic violence victim status, political affiliation, or any other factor protected by federal, state, or local law.

The above statements are intended to describe the general nature and level of work being performed by the Team member(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position expectations may be subject to change as the needs of the organization changes.