Three office team members smiling in an informal meeting

Senior Account Manager – Fulfilment (North)


Location: Northampton

Hours: 40 hours per week, 9am – 6pm Monday to Friday

Salary: Competitive, depending on experience

About us

We’re an award-winning, market-leading 3PL specialising in high-quality order fulfilment and delivery services. ILG customers are premium brands, many in the beauty, fashion and wellbeing sectors. Our mission is to help them succeed. ILG is a people business – we invest in training and development, recognising and rewarding our people’s achievements and creating opportunities for them to progress within our business. We understand the importance of making time to unwind and have fun, so we fund a number of social events, including our amazing annual party. Each year we celebrate in style, present our annual employee awards and recognise the people that make our business so special. So, if you want to develop an exciting career, learn from a friendly team and realise your full potential in a fast-growing company, this is the role for you.

The Role

This is a varied, busy and dynamic role responsible for managing a portfolio of key Fulfilment Clients to ensure high levels of customer service are upheld at all times. Specifically, you will have accountability and responsibility for the management of named key accounts in our North region.
As an experienced people manager, in time you will be required to build, recruit, and manage a diverse team of Account Managers and Account Executives to manage current and future client accounts housed in the North Region.

The key responsibilities of the role will include:

  • Overseeing the day to day running of the accounts within portfolio and corresponding internally and externally on the processing of all warehousing activities as required
  • Supporting with the monitoring and analysis of reports relating to cost accruals and customer charges to ensure profitability and accuracy
  • Working with named accounts to understand forecasts, product launches etc. and scope of brands
  • Offering a proactive approach to customer relationship management, resolving queries and complaints autonomously and with minimal supervision
  • Managing a team including implementing best practice people management – regular 1-1’s, PDP’s, team meetings and adequate development of team to enable progression and retention
  • Chairing client reviews and visiting customers where appropriate in line with agreed CRM programme
  • Reviewing and evaluating new service offerings to ensure customer satisfaction and spend maintained
  • Working in partnership with the Accounts Department, the Warehouse, and our carriers to resolve any issues that may prevent shipment of an order

What we are looking for

  • Proven and highly developed customer service skills; must be able to demonstrate exceptional customer focus and professional approach to both internal and external customers (essential)
  • Previous customer service experience, working to deadlines & SLA commitments and previous financial responsibility (essential)
  • Able to demonstrate methodical and organised ways of working (essential)
  • Proven ability to hold and chair client reviews (essential)
  • Demonstratable experience and competence in team management to build, develop and grow a team in future (essential)
  • Excellent communication, interpersonal skills and the ability to interact at all levels across the business (essential)
  • Previous knowledge and experience of warehousing and/or logistics functions (desirable)
  • Prior experience in the industries ILG serve (desirable)
  • Driving licence (essential)

We reserve the right to close this vacancy before the closing date if we receive sufficient applications for the role.

The Benefits:

  • Company Bonus scheme (£300)
  • Following successful probation period opportunity for hybrid working in line with ILG policy up to 50/50 remote / office working
  • Pension, Life Assurance, Healthshield Cash Plan and Discount Perks
  • 22 days holiday (plus Bank Holidays) increasing to 25 days after 2 complete holiday years, with the option to buy/sell holiday
  • Birthday leave
  • Dedicated rest areas with free tea and coffee plus monthly fruit baskets
  • Dedicated platform for learning and development
  • Staff member of the month rewards
  • Monthly company social events and an annual awards ceremony
  • Employee assistance programme to promote mental health wellbeing
  • Cycle to work scheme