Desk-Based Account Manager in Stoke-on-Trent

Salary: £28,000 per annum, plus bonus of up to £1,500 per annum
Job Type: Permanent, Full-Time
Working Pattern: Office-Based

Enjoy building strong client relationships and turning performance data into real improvements? Appointments Personnel is recruiting for a Desk-Based Account Manager in Stoke-on-Trent to look after a portfolio of client accounts at a wholesale and e-commerce fulfilment business. This Account Manager role would suit candidates with experience in client account management, client-facing operations, logistics or e-commerce fulfilment who are confident working with KPIs, forecasts and a CRM such as Salesforce.

The Role
As Desk-Based Account Manager, you’ll be the main day-to-day contact for your assigned clients. You’ll protect service quality, coordinate fulfilment activity with the operations and warehouse teams, and use performance insight to spot sensible opportunities to grow each account. It’s a varied, client-focused role where you’ll build trusted relationships and see the results of your work.

Key Responsibilities

• Act as the main day-to-day contact for assigned wholesale and e-commerce fulfilment clients.
• Build strong relationships and understand each client’s priorities, challenges and growth plans.
• Keep accurate account records, communications and agreed actions in Salesforce or the company CRM.
• Monitor fulfilment KPIs including order accuracy, dispatch time, stock accuracy, returns handling and SLA adherence.
• Prepare clear client reports, lead regular service reviews and coordinate root-cause analysis and corrective action when service falls short.
• Gather client forecasts, marketing calendars and promotional plans, and work with warehouse, inventory and operations teams on capacity and stock planning.
• Identify opportunities to grow accounts through service, product-range, process or integration improvements, working with internal teams on workable solutions.
• Support clients through onboarding, service transitions and operational change.

Skills and Experience
To be successful in this Desk-Based Account Manager role, you’ll ideally have:

• Proven experience managing and developing client accounts, ideally in logistics, third-party logistics or e-commerce fulfilment.
• Sound commercial judgement and the ability to balance client requests, service issues and reporting deadlines.
• Good knowledge of B2B and direct-to-consumer fulfilment, returns and marketplace operations.
• Strong analytical skills, with the ability to turn KPIs and forecasts into practical actions.
• Proficiency in Salesforce or a comparable CRM, and in Microsoft Excel.
• Excellent communication, relationship-building and organisational skills.
• Experience with warehouse management systems or business intelligence tools is an advantage.

Salary and Benefits

• Salary of £28,000 per annum.
• Bonus of up to £1,500 per annum, dependent on achieving agreed objectives.
• Permanent, full-time position.
• Workplace pension.
• Free on-site parking.
• Free tea and coffee.

Working Hours and Location

• 37.5 hours per week, Monday to Friday.
• Full-time, office-based in Stoke-on-Trent.

How to Apply
If you’re interested in this Desk-Based Account Manager job in Stoke-on-Trent and your skills and experience match what we’re looking for, we’d love to hear from you. Apply today with your up-to-date CV.