Client Account Manager – Leicester
Full-Time | Leadership Role | Print-on-Demand & Fulfilment
Our client is looking for a Client Account Manager to join their on-site team at their Leicester production facility. This is a key leadership role focused on managing B2B client relationships, overseeing fulfilment and customer support operations, and driving service improvements across the board.
The ideal candidate will have hands-on experience leading teams in fast-paced, high-volume environments such as e-commerce, fulfilment, or print-on-demand. This person will act as the primary point of contact for client accounts — ensuring smooth order fulfilment, timely communication, and swift issue resolution — while overseeing a team of support and fulfilment staff to maintain high service standards.
Key Responsibilities:
* Serve as the main contact for B2B clients using the company’s print-on-demand (POD) fulfilment services.
* Build long-term client relationships grounded in trust, transparency, and a solid commercial understanding.
* Lead a small team (Customer Success Executive and Fulfilment Coordinator), ensuring daily operations run efficiently and performance targets are met.
* Manage the full client onboarding process from initial scoping through to integration and go-live.
* Monitor fulfilment activity daily to ensure orders are processed on time and in line with service level agreements (SLAs).
* Manage and prioritise support tickets, ensuring timely updates and resolution by collaborating with internal teams.
* Proactively communicate with clients about order statuses, potential delays, and available solutions such as reprints or refunds.
* Track KPIs across client services, support, and fulfilment, regularly reporting on team performance to internal stakeholders.
* Work cross-functionally with production, inventory, shift leads, and integration teams to ensure alignment on delivery priorities.
* Identify recurring issues and support the development of process improvements to enhance operational performance.
Ideal Candidate Profile:
* 2–3+ years in B2B account management or customer success, ideally within e-commerce, fulfilment, or logistics environments.
* Experience leading or supervising small teams, particularly in operational or production settings.
* Strong interpersonal and communication skills, with confidence engaging across departments and with clients.
* Commercially aware, organised, and solutions-oriented, with the ability to juggle multiple priorities without losing detail.
* Comfortable operating across both office and warehouse/production environments.
* Proficient with tools such as Zendesk or Freshdesk (ticketing), Trello (project management), and Shopify (e-commerce).
* Skilled in using Google Sheets or Excel to track workflows and performance data.
Must-Have Requirements:
* Proven success managing B2B client accounts or customer success in a service-led organisation.
* Demonstrated experience in leading cross-functional or operational teams with accountability for service delivery.