Responsibilities 

Relationship Management You will manage a portfolio of Fulfil customer relationships, ensuring alignment on key partnership goals and objectives in a way that enables us to consistently deliver against them. You will be responsible for maintaining regular communication and collaboration with clients, ensuring that challenges are surfaced and resolved with transparency, and that our knowledge of their business informs how we service their account. Client satisfaction and sentiment should underpin everything you do in this role. 

Account Management & Growth Through building a strong understanding of each client's business, you will identify and flag organic growth opportunities across local and global fulfilment, procurement, and ecommerce. You will maintain visibility of account activity and support the wider team in progressing conversations around contract renewals and expanded services. 

SLA & Performance Management You will monitor service level agreements and key performance indicators across your client portfolio, producing regular performance reports and ensuring clients are kept informed of delivery against their contractual commitments. Where performance risks are identified, you will escalate appropriately and work with internal teams to drive resolution. 

Client Onboarding You will support the onboarding of new clients onto the Fulfil platform, acting as a key day-to-day contact throughout the process and helping to ensure a smooth and structured transition in collaboration with operations and project management teams. 

Escalation Management You will manage day-to-day client issues and escalations, coordinating with internal teams to drive timely resolution and communicating clearly with clients throughout. Where escalations require senior involvement, you will ensure these are flagged and handed over effectively. 

Change Management As a key point of contact for change requests, you will manage both internal and external approvals, ensuring changes are documented clearly and that any commercial implications are flagged to the appropriate stakeholders. 

Commercial Awareness & P&L Understanding You will develop a working understanding of the P&L for each of your accounts, ensuring that the account is operating in a commercially healthy way. This includes flagging any situations where costs appear misaligned, margins are under pressure, or charging structures may need to be revisited, escalating to senior stakeholders where needed to ensure appropriate action is taken. 

Data & Insight You will use data and reporting to support client conversations, drawing on metrics such as order volumes, returns rates, and fulfilment accuracy to identify trends, flag risks, and demonstrate the value Ingenuity delivers. 

Internal Collaboration You will work closely with internal teams, including operations, project management, technology, and finance to ensure the delivery of solutions that meet customer needs. You will act as a reliable bridge between client requirements and internal teams, maintaining clear communication throughout. 

 

Requirements 

Experience A background in account management, customer success, or client services is required. Experience within a logistics, fulfilment, ecommerce, or supply chain environment is preferred but not essential, a willingness to learn the sector quickly is equally valued. 

Relationship Building Strong interpersonal and relationship-building skills are essential. You should be comfortable managing client relationships independently and building trust across different levels of a client's business. 

Communication Skills Clear and confident communication skills are required, both written and verbal. You should be comfortable presenting performance updates, facilitating client calls, and managing difficult conversations professionally. 

Commercial Awareness A basic understanding of commercial principles is required, you don't need to be a finance expert, but you should be comfortable reading account-level data, understanding margin implications, and knowing when to flag a commercial concern. 

Organisational Skills You will manage multiple accounts simultaneously, so strong organisational and prioritisation skills are essential to ensure nothing falls through the cracks. 

Technical Proficiency Proficiency with PowerPoint, Word, and Excel is required. Experience with CRM platforms is a plus.