Client Relationship Manager
hace 4 días
Coventry
We’re hiring on behalf of a fast-growing eCommerce fulfilment provider operating across the UK, Ireland, the Middle East, and Australia. This is a business built at the intersection of startup agility and operational discipline, scaling rapidly, but with a relentless focus on service quality, client success, and continuous improvement. We’re now looking for a Client Success Lead to take ownership of a portfolio of high-value eCommerce clients and play a key role in shaping the next stage of growth. What You’ll Be Doing Client Ownership & Relationship Management • Own a portfolio of key eCommerce clients end-to-end, • Act as senior escalation point for operational and commercial issues, • Lead regular performance reviews and QBRs, turning data into actionable insight, • Build long-term, trusted partnerships with client stakeholders Operational Performance • Ensure consistent delivery against SLAs, KPIs, and contractual commitments, • Work closely with warehouse and operations teams to resolve issues quickly, • Anticipate risks and proactively implement corrective actions Commercial & Growth • Maintain commercial oversight of accounts, balancing service and margin, • Identify upsell and cross-sell opportunities across services and geographies, • Support pricing, contract changes, and commercial discussions Internal Leadership • Act as the voice of the client across operations, tech, and finance, • Help shape scalable account management processes as the business grows, • Mentor junior team members as the function expands What We’re Looking For This role is strongly suited to someone from a 3PL / logistics / fulfilment environment. You’ll likely have: • Experience in account management, client success, or operations within 3PL, warehousing, or eCommerce logistics, • Background working with high-volume eCommerce or DTC brands, • Confidence managing multiple clients in a fast-paced, operationally complex environment, • Strong commercial awareness (margins, cost drivers, service trade-offs), • A calm, organised, and resilient approach under pressure You’ll also be: • Comfortable leading difficult client conversations, • Data-driven and detail-oriented, • Highly proactive, with a strong ownership mindset, • Able to operate without heavy process or hierarchy