Strategic Account Manager

International ecommerce cross border parcel delivery specialist looking for an experienced Strategic Account Manager based from home anywhere across the UK

Role Purpose
The Strategic Account Manager is responsible for retaining, growing, and maximising revenue across a portfolio of key strategic customers. Acting as the voice of the customer within our International eCommerce clientl, this role builds long-term, trusted partnerships by deeply understanding customer needs, anticipating challenges, and delivering innovative, value-led solutions aligned to our clientsservice capabilities and growth strategy.

This role embodies our clients core values by placing the customer at the heart of every decision, collaborating across teams, taking ownership of outcomes, and continuously striving for excellence.

Key Responsibilities
Revenue Growth & Retention

• Consistently retain and grow revenue across the assigned strategic account portfolio, achieving and exceeding agreed targets.
• Proactively identify and maximise all revenue opportunities within existing accounts by promoting our clients service offering and identifying opportunities for bespoke or enhanced solutions.
• Negotiate, manage, and implement commercial agreements to secure incremental business and protect existing revenue.

Customer Leadership & Advocacy

• Deliver a consistently high level of customer care, retention, and satisfaction.
• Act as the voice of the customer and their internal champion, ensuring customer needs and priorities are clearly understood and addressed across the business.
• Build and maintain strong, multi-level relationships with key decision-makers and influencers across multiple departments within customer organisations.

Strategic Account Planning

• Develop, maintain, and execute strategic account plans, demonstrating a deep understanding of customer goals, challenges, opportunities, and risks.
• Identify "at-risk" volume early and implement clear recovery or mitigation plans to protect and grow revenue.
• Become a recognised expert on assigned customers, their industries, and competitive landscapes.

Operational Excellence & Collaboration

• Ensure proactive customer engagement through agreed call cycles and the delivery of professional Customer Success and Account Management packs for monthly and quarterly business reviews (where appropriate).
• Introduce customers to relevant members of our clients team to add value, drive collaboration, and strengthen relationships.
• Respond quickly and effectively to competitor threats, using strong customer relationships to stay informed and act decisively.

Innovation & Continuous Improvement

• Identify and recommend service enhancement or innovation initiatives internally to better meet customer needs and support long-term growth.
• Contribute to wider commercial and strategic initiatives that support our clients growth ambitions.

Data & CRM Management

• Maintain accurate, timely, and complete customer data within CRM systems, ensuring all activity, opportunities, and communications are logged daily in line with best practice and reporting requirements.

Key Skills & Attributes

• Must have an International eCommerce background
• Strong commercial acumen with a proven ability to grow and retain strategic accounts
• Exceptional relationship-building and stakeholder management skills
• Customer-first mindset aligned to our cients values
• Strategic thinker with strong planning and execution capability
• Confident negotiator with experience managing complex commercial agreements
• Highly organised, data-driven, and disciplined in CRM management
• Collaborative team player who works effectively across functions
• Proactive, accountable, and results-focused

What Success Looks Like

• Strategic accounts are retained, grown, and deeply embedded within our client
• Customers view the Strategic Account Manager as a trusted partner, not a supplier
• Revenue targets are achieved through value-led solutions and strong relationships
• Risks are identified early and managed effectively
• Data accuracy and forecasting integrity are consistently high

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