Job Description
We’re hiring on behalf of a fast-growing eCommerce fulfilment provider operating across the UK, Ireland, the Middle East, and Australia.
This is a business built at the intersection of startup agility and operational discipline, scaling rapidly, but with a relentless focus on service quality, client success, and continuous improvement.
We’re now looking for a Client Success Lead to take ownership of a portfolio of high-value eCommerce clients and play a key role in shaping the next stage of growth.
What You’ll Be Doing
Client Ownership & Relationship Management
- Own a portfolio of key eCommerce clients end-to-end
- Act as senior escalation point for operational and commercial issues
- Lead regular performance reviews and QBRs, turning data into actionable insight
- Build long-term, trusted partnerships with client stakeholders
Operational Performance
- Ensure consistent delivery against SLAs, KPIs, and contractual commitments
- Work closely with warehouse and operations teams to resolve issues quickly
- Anticipate risks and proactively implement corrective actions
Commercial & Growth
- Maintain commercial oversight of accounts, balancing service and margin
- Identify upsell and cross-sell opportunities across services and geographies
- Support pricing, contract changes, and commercial discussions
Internal Leadership
- Act as the voice of the client across operations, tech, and finance
- Help shape scalable account management processes as the business grows
- Mentor junior team members as the function expands
What We’re Looking For
This role is strongly suited to someone from a 3PL / logistics / fulfilment environment.
You’ll likely have:
- Experience in account management, client success, or operations within 3PL, warehousing, or eCommerce logistics
- Background working with high-volume eCommerce or DTC brands
- Confidence managing multiple clients in a fast-paced, operationally complex environment
- Strong commercial awareness (margins, cost drivers, service trade-offs)
- A calm, organised, and resilient approach under pressure
You’ll also be:
- Comfortable leading difficult client conversations
- Data-driven and detail-oriented
- Highly proactive, with a strong ownership mindset
- Able to operate without heavy process or hierarchy