Senior Account Manager

Senior Account Manager - Remote  

Job Role

The Senior Account Manager is responsible for managing key customer relationships within client's cargo warehouse environment, ensuring operational excellence, service delivery performance and commercial growth.

The role acts as the primary interface between customer and internal design and delivery teams.

Job Activities

Customer Account Management

• Act as the senior point of contact for assigned cargo customer(s).
• Develop strong relationships with customer’s key stakeholders; management and operations staff.
• Manage and report customer service performance against agreed Service Level Agreements (SLAs) and KPIs.
• Lead regular operational review meetings with customers.
• Handle escalations, service recovery actions, and customer complaints professionally and efficiently.
• Identify opportunities to enhance customer satisfaction and retention.
• Operational Coordination between multiple project and service activities.
• Liaise daily with warehouse operations teams to ensure smooth cargo handling activities alongside maintenance and project works.
• Drive continuous improvement initiatives within warehouse operations

Commercial & Contract Management

• Manage customer contracts, service agreements, and pricing structures.
• Support commercial negotiations and renewals.
• Analyse account profitability and operational costs.
• Identify opportunities for revenue growth and service expansion.

Compliance & Safety

- Ensure compliance with UK aviation security regulations and cargo handling          standards.

- Promote adherence to health & safety policies and operational procedures.

- Maintain awareness of industry regulations including customs, dangerous goods, and security requirements.

Performance & Reporting

- Produce operational and commercial performance reports.

- Monitor KPIs including service quality, turnaround times, accuracy, and customer satisfaction.

- Present performance data to senior management.

- Drive corrective actions where performance gaps are identified.

Leadership & Stakeholder Management

- Provide leadership support to customer service and operational teams.

Essential Requirements

- Collaborate cross-functionally with operations, security, finance, and commercial departments.

- Mentor junior account managers or customer service staff where applicable.

- Essential Requirements (mandatory)

- Technical/Engineering background preferably from materials handling and lift background with commercial and financial/cost management skills

- Detailed knowledge of UK Health and Safety and the application and use within UK construction industry backed by IOSH or equivalent formal H&S qualifications

- Confident negotiator with excellent communication skills

- Capable to priorities and plan work schedules in advance

- Communicate precisely both in writing and verbally

- Develop team members to achieve high levels of customer satisfaction

- Computer literate with good level knowledge of Microsoft Office/Project

- Capable of working across a multiple project portfolio (5-20 concurrent projects