Account Manager

Location: Huddersfield

Salary: Competitive

Job Type:  Full Time

Purpose of the Role: 

The Account Manager is responsible for the overall success, performance and growth of a portfolio of parcel locker clients. Acting as the senior operational and commercial lead for assigned accounts, the Account Manager will ensure client satisfaction, delivery performance, contractual compliance, profitability and long-term relationship development.

Supported by an administration and helpdesk function, the Account Manager will coordinate internal resources to ensure seamless delivery of deployment and project activities across the client portfolio.

The role requires ownership of client performance from onboarding through to ongoing operational support, ensuring Brand Link consistently delivers against client expectations and strategic objectives.

Key Responsibilities:

Client Relationship Management

• Act as the primary senior point of contact for assigned parcel locker clients.
• Build and maintain strong client relationships at operational and strategic levels.
• Conduct regular service review meetings and business update meetings.
• Manage client expectations and ensure agreed service levels are achieved.
• Identify opportunities to strengthen client partnerships and increase account value.
• Lead contract review discussions and support contract renewals and extensions.
• Manage escalations and ensure timely resolution of client concerns.

Account Ownership & Performance

• Take full ownership of the operational and commercial performance of assigned accounts.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs).
• Ensure account profitability is maintained through effective resource planning and cost control.
• Produce performance reports and account dashboards for both clients and internal stakeholders.
• Identify risks, issues and trends that may impact service delivery.
• Develop and implement improvement plans where performance falls below expectations.

Operational Coordination

• Oversee all parcel locker related activities for assigned clients, including:
  • Installations
  • Reactive works
  • Relocations
  • Upgrades
  • Electrical and civils works
  • Site surveys
• Coordinate activities across:
  • Operations
  • Project Management
  • Helpdesk
  • Administration
  • Warehouse
  • Logistics
  • Supply Chain
• Ensure client requirements are translated into achievable operational plans.

Helpdesk & Administration Leadership

• Provide direction and support to the helpdesk and administration teams supporting assigned accounts.
• Ensure client queries, service requests, incidents and escalations are managed effectively.
• Monitor response times and service performance.
• Maintain high standards of communication and customer service.
• Ensure all administrative records, trackers, reports, permits and account documentation remain accurate and up to date.

Commercial Management

• Support budgeting, forecasting and revenue planning activities.
• Monitor account profitability and identify opportunities for margin improvement.
• Review quotations and variations associated with account activities.
• Support invoicing activities and ensure commercial processes are completed accurately.
• Identify additional revenue opportunities through service enhancements and project opportunities.

Continuous Improvement

• Identify opportunities to improve operational efficiency and customer experience.
• Drive process improvements across client accounts.
• Support the implementation of new systems, procedures and technologies.
• Share best practice across the wider account management and operations teams.

Health, Safety & Compliance

• Promote and maintain a strong health and safety culture.
• Ensure all activities are delivered in accordance with company policies and statutory requirements.
• Support the review of RAMS, permits, and compliance documentation where required.
• Escalate any compliance concerns immediately.

Key Skills, Qualifications & Experience:

Essential

• Proven experience in Account Management, Operations Management or Client Services.
• Experience managing major customer accounts within logistics, facilities management, infrastructure, retail rollout, technology deployment, or parcel locker operations.
• Strong commercial awareness and financial understanding.
• Excellent stakeholder management skills.
• Ability to manage multiple priorities and projects simultaneously.
• Strong analytical and problem-solving skills.
• Advanced Microsoft Office skills, particularly Excel and PowerPoint.

Desirable

• Experience working within parcel locker, logistics, field service, retail deployment, or facilities management sectors.
• Knowledge of civils and electrical delivery environments.
• Experience managing helpdesk or customer support functions.

To Apply

If you feel you are a suitable candidate and would like to work for Principle Global, please do not hesititate to apply.