Key Account & Client Relations Manager

Our success is built upon the trust and dedication of our team members. We view ourselves not only as a warehouse and distributor but as an integral part of our clients' businesses. We are confident in our ability to provide the best service available and are always looking for passionate individuals to join us in our mission. Whether you're interested in operations, customer service, or content creation, Airbox Fulfilment offers a dynamic and supportive environment for personal and professional growth.

We partner with some of the UK's fastest-growing ecommerce brands, including Hoodrich, Wild Cosmetics, Naked Wolfe, Billionaire Boys Club and many more, delivering exceptional fulfilment solutions that help our clients scale.

As our business continues to grow, we're looking for an experienced ecommerce professional who can combine outstanding client relationship management with operational leadership. This is more than a traditional account management role-it's an opportunity to influence service delivery, mentor others and become a trusted strategic partner to some of our largest ecommerce clients.

About the Role

As Key Account & Client Relations Manager, you'll take ownership of Airbox's most strategically important client relationships, ensuring we continue to deliver an exceptional customer experience whilst identifying opportunities to strengthen partnerships and grow our business.

This is a hybrid commercial, operational and leadership role. You'll work closely with our Account Managers, Warehouse Operations, Finance and Senior Leadership Team to ensure service excellence is consistently delivered across our client portfolio.

Alongside managing your own portfolio of key accounts, you'll act as the senior escalation point for customer issues, support the development of the Account Management team and help establish the service standards that make Airbox the fulfilment partner of choice.

The key responsibilities of the role include:

Managing relationships with Airbox's largest and most strategically important clients

Leading Quarterly Business Reviews (QBRs), operational review meetings and strategic planning sessions

Acting as the senior escalation point for customer concerns and service recovery

Supporting and mentoring the Account Management team to deliver consistently high service standards

Working closely with Warehouse Operations to ensure client expectations and SLAs are achieved

Identifying opportunities to improve customer retention, satisfaction and account growth

Supporting commercial discussions, contract renewals and service development

Analysing customer performance, identifying trends and implementing continuous improvements

Acting as the voice of the customer across the business, ensuring operational decisions reflect client priorities

This role is perfect for someone who enjoys building executive-level relationships, solving complex operational challenges and helping shape the future of a growing Client Services function.

What We Offer

• Competitive salary (Dependent on experience)
• Up to 10% annual bonus
• Discounts across a variety of stores
• 24/7 Mental Health Hotline
• Six paid-for counselling sessions per year
• Phone access to trained nurses 24/7
• After three years of service, full private healthcare
• Immediate start available!
• Opportunities to progress within the business

What We’re Looking For

Significant experience managing strategic or key customer accounts

Experience within third-party logistics (3PL), fulfilment, supply chain or ecommerce operations

Excellent relationship-building and stakeholder management skills, with the confidence to engage senior customer contacts

Strong commercial awareness with experience identifying opportunities for account growth and customer retention

Previous experience mentoring or supporting Account Managers

Excellent communication, presentation and negotiation skills

Strong analytical skills with the ability to interpret operational and commercial performance data

Experience working collaboratively across Operations, Finance, Commercial and Customer Service teams

Highly organised with excellent attention to detail and the ability to manage multiple priorities

A calm, professional and solutions-focused approach, particularly when managing escalations

How to Apply

Please submit your CV and a covering letter explaining why you’re suitable for the role. You will be asked to answer some questions as part of your application. If you do not answer these, your application will likely be rejected, so please take a minute to tell us more about you!

No phone applications, please. We will review all applications and get back to shortlisted candidates quickly.

Best of luck with your application!

The Airbox Fulfilment Team