Account Manager

Job Description:

We are seeking a full-time Client Account Manager to join our team on-site at our Leicester production facility. This is a pivotal leadership role focused on managing client relationships, overseeing fulfilment and customer support performance, and driving continuous improvement across service delivery. The ideal candidate will have experience leading teams in a high-volume, fast-paced e-commerce or print-on-demand environment. You’ll act as the key contact for client accounts, ensuring order fulfilment runs smoothly, clients are kept informed, and any issues are proactively resolved. You’ll also track performance and lead a team of customer support and fulfilment executives who support daily operations.

The role:

• Act as the lead point of contact for B2B clients using our print-on-demand (POD) fulfilment services.
• Build and manage long-term client relationships, based on trust, transparency, and commercial understanding
• Lead and support the Customer Success Executive and Fulfilment Coordinator, tracking their performance and ensuring effective daily operations
• Oversee the full onboarding process for new clients, from service scoping to integration and go-live
• Monitor daily fulfilment activity, ensuring orders are processed in line with SLAs and escalating any blockers or delays
• Manage support tickets from start to finish, including logging, prioritisation, updates, and timely resolution in collaboration with internal teams
• Communicate proactively with clients about order statuses, delays, risks, and available resolutions (e.g. reprints, refunds, alternatives)
• Track team KPIs across customer support, client management, and fulfilment, ensuring targets are met and service levels are consistently delivered. Submit regular performance reports to internal stakeholders
• Liaise closely with production, inventory, shift leads, and integration teams to ensure alignment on priorities and order flow
• Identify and escalate recurring service issues and support the development of improved processes or systems

Requirements:

• 2–3+ years of experience in client-facing (B2B) account management or customer success roles, ideally within e-commerce, print-on-demand, fulfilment, or logistics.
• A degree or equivalent experience in a relevant field.
• Proven leadership or supervisory experience, preferably in a production or operations setting.
• Strong communication skills, confident engaging with clients, production teams, and senior stakeholders.
• Highly organised, commercially aware, and solutions-focused, with the ability to manage multiple priorities and maintain attention to detail.
• Proficient with tools such as Zendesk or Freshdesk (ticketing systems), Trello (project management), and Shopify (e-commerce platforms).
• Skilled in spreadsheets and reporting (Google Sheets, Excel) for tracking performance and operational workflows.
• Comfortable working across both office and production floor environments, with a strong sense of accountability for team performance and service outcomes
• Proven experience managing B2B client accounts or customer success within a service-focused organisation.
• Demonstrated team leadership experience — ideally having directly managed or led cross-functional teams.

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Please be aware the duties listed above are an interpretation of the role and do not form any part of your employment contract. Please ask the interviewer any questions about the role that you wish to clarify.

Tagged Resources Limited acts as an employment agency. We have 25 years of Recruitment and Industry experience, working with Retail and Supply Chain markets and have various positions available. If this vacancy does not suit your experience and you are looking for a suitable role, please look at our website or follow us on social networking sites.  All are updated daily.