Internal Account Manager

- Contract Type: Permanent / 37.5 hours per week
- Salary: Up to £27,000 per annum depending on experience
- Bonus: Quarterly bonus paid after probation if set KPIs are achieved
- Location: Etruria, Stoke ST1 5SY
- Days of Work: Monday to Friday 9am - 5pm and 9:30 - 5:30

Join us on our journey as we aim to be the UK’s most sustainable delivery company, whilst ensuring our customers continue to receive a world class service. You will be in a busy and fast paced business, with a turnover of nearly £2 billion, that can offer you great benefits and plenty of opportunities to progress your career

DPD are passionate about creating an environment that is open, ethical, inclusive and socially responsible.

Along with job security, the tools to do the job and a competitive salary, you’ll receive fantastic benefits starting on day one, including never working on your birthday ever again!!!

DPD is a Valuable 500 company and a Disability Confident Employer

As an Indoor Account Manager, you will proactively manage a portfolio of around 300 existing customers each spending up to £700 per week. You will drive customer retention, business growth, and operational excellence in express delivery by building strong relationships, thinking outside the box to solve complex logistics challenges, and maximising account value.

Responsibilities

Driving Customer Retention & Growth: Proactively manage client accounts to maintain loyalty, hit revenue targets, and unlock upselling/cross-selling opportunities.; Service Reviews & Rates: Conduct regular service reviews with clients and manage account rate renewals and Annual Price Increases (APIs) to ensure optimal profitability.; Senior Escalation Point: Act as the senior escalation point for sensitive delivery issues, thinking outside the box to resolve complex customer problems and secure long-term accounts.; Account Strategy & Pipeline: Develop tailored account plans, maintain an up-to-date revenue pipeline, and track trading levels using Salesforce.; Relationship Management: Build multi-functional, multi-level business relationships across client organizations via phone, email, and virtual meetings.

Requirements

Proven background in Account Management or Customer Relationship Management, ideally within logistics or express delivery.; Strong commercial acumen with mathematical capability to manage pricing, rates, and costs effectively.; Ability to think outside the box to drive operational excellence and resolve high-stakes escalation issues.; Strong communication, negotiation, and influencing skills across phone, email, and virtual meetings.; Proficient in Microsoft Office/Google Suite and Salesforce CRM.; Resilient, decisive, and adaptable in a time-pressured, fast-paced environment.; Alignment with core DPD DNA values: Passion, Respect, Honesty, Flexibility, Caring, and Accountability

Benefits

Holiday trading; Enhanced maternity and paternity package; Free life assurance of 4 x salary on joining the pension scheme; Vitality at Work; Free On Site Parking; Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping; Milestone Days off to celebrate with your family and friends; For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses