Client Account Manager

The Company
Our client is a fast-paced e-commerce fulfilment company specialising in Print on
Demand (POD) services. They are seeking a dynamic and client-focused Account
Manager to join the team and play a pivotal role in ensuring their clients' success.

The Role
As a Client Account Manager, you will be the primary point of contact for the
e-commerce clients, ensuring their POD fulfilment needs are met with precision
and exceptional service. You ll collaborate with internal teams to deliver seamless
operations and proactively manage client relationships to drive satisfaction and
growth.

Client Account Manager - Responsibilities

• Build and maintain strong relationships with e-commerce clients, acting as a trusted advisor for their POD fulfilment needs.
• Conduct regular check-ins and business reviews to discuss goals, evaluate performance, and identify opportunities for improvement.
• Coordinate with internal teams (production, logistics, and customer support) to ensure smooth order fulfilment from start to finish.
• Resolve fulfilment issues (e.g., production delays, shipping errors) quickly to maintain client satisfaction.
• Translate technical and operational challenges into clear, actionable solutions for clients.
• Contribute to the development and refinement of processes like Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
• Use CRM tools and fulfilment analytics to monitor performance, track metrics, and provide actionable insights to clients.
• Lead onboarding for new clients, introducing them to workflows and providing training to help them maximise the value of our services.
• Track and achieve performance metrics, including CSAT, NPS, SLA compliance, and account growth.
• Manage and mentor junior team members, ensuring alignment with team goals and professional development.
• Proactively manage client expectations during peak seasons, such as holidays or product launches, and offer tailored recommendations to optimise their operations.

Client Account Manager - What We re Looking For

• 3+ years of experience in account management or e-commerce fulfilment. Experience with Print on Demand (POD) is preferred.
• Experience in managing or mentoring team members is essential.
• Strong knowledge of e-commerce platforms (e.g., Shopify) and CRM tools (e.g., HubSpot).
• Excellent problem-solving, communication, and relationship management skills.
• Experience with fulfilment processes, including production, inventory, and logistics.

Client Account Manager - Why Join Us?

Comprehensive benefits package, including:

• 30 days annual leave + your birthday off.
• Opportunities for growth and professional development.
• Collaborative and fast-paced work environment.
• Flexible work arrangements, including remote, hybrid, or in-office options, to suit individual and business needs.

Working Hours: Monday to Friday, 9 am 5:30 pm, office-based.