Account Manager

We're looking for an Account Manager to own and grow a portfolio of Fleek's marketplace customers, driving retention, wallet share expansion, and long-term customer health.

You'll manage a book of resellers, vintage stores, and enterprise buyers across the UK and US, acting as their single point of contact while building the systems and processes that enable scalable, high-quality account management. Your customers range from online resellers and brick-and-mortar vintage shops to large-scale enterprises moving significant volume through Fleek.

This isn't a passive relationship management role. You'll be competing for wallet share against wholesalers from the Middle East, US, and Europe. You'll need to deeply understand your customers' businesses, proactively solve their problems, and find creative ways to grow their spend on Fleek month over month. The ideal candidate brings entrepreneurial energy, comfort with ambiguity, and an AI-first approach to scaling themselves and their portfolio.

What You'll Do:

• Own Your Portfolio: Manage a book of customers starting in the £5-15k monthly spend range, with a clear path to owning higher-value accounts as you ramp. Drive 10-20% month-on-month growth in retention and wallet share.
• Build Healthy Customers: Ensure customers are spending on categories that make sense for our suppliers, with minimal refunds and cancellations. A healthy customer is a retained customer.
• Drive Customer Engagement: Use WhatsApp, email, calls, stock lists, bundles, and handpicked supplier recommendations to keep customers active, ordering, and expanding their spend.
• Win Back Lapsed Customers: Proactively identify and re-engage inactive accounts. Understand why they left and build compelling reasons for them to return.
• Champion Self-Service: Act as the primary point of contact while actively encouraging and enabling customers to use the Fleek platform independently. Your goal is leverage, not dependency.
• Build AI-Enabled Account Management: Work alongside the team to build AI-powered workflows that scale your ability to manage more accounts at higher quality. Automate the repeatable, personalise the meaningful.
• Feed Insights Back: Work cross-functionally with product, operations, and supply to surface customer pain points (late deliveries, stock visibility, ordering complexity) and drive platform improvements.

What You Bring:

• 2+ years of experience in a commercial or account management role, ideally at an early-stage or high-growth company. You've worked with SMBs, entrepreneurs, or retail businesses, not enterprise accounts with 12-month procurement cycles.
• Comfort with ambiguity and broken processes. You've thrived in environments where things weren't figured out yet and you helped build the playbook.
• An AI-first mindset. You've built AI tooling, automated workflows, or implemented AI in your day-to-day work in the last 3-6 months.