ZigZag Global
Senior Account Manager
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Department: Client Success
Location: United Kingdom
Description
Job Title: Senior Account Manager
Employment Type: Permanent, Full-time, Remote
Location: We welcome applications from candidates across the UK for this fully remote role. Please note that you will need to have the right to work in the UK, as we are currently unable to offer visa sponsorship.
WE ARE ZIGZAG - THE WORLD’S MOST CONNECTED POST-PURCHASE AND RETURNS NETWORK
We are an award-winning eCommerce returns and post purchase specialist, founded in 2015.
With over 250 team members across the UK, Bulgaria, France, Portugal, Germany, and Spain, we are continually innovating the after-checkout experience for our retailers by reducing cost and complexity, driving sustainability, and fostering customer loyalty.
Today, our SaaS platform provides access to over 3,000 carrier lanes across 170 countries, supporting more 1,100 retailers including our leading enterprise and logistics clients The Very Group, New Look, Boden, Selfridges, Sports Direct, The Hut Group, Swarovski, L’Occitane, Photobox, Carrefour, Lands’ End and DHL.
We were the experts in returns. Now we are the experts in the whole post-purchase experience!
👉 Discover more: https://www.zigzag.global/about-us
OUR CULTURE AND VALUES
Our culture is built on three core values, Start-up Spirit, Human Heart, and a Grown-up Mindset which guide how we collaborate and make decisions.
It isn’t something written on posters – it’s something we bring to life every day through our actions, our relationships, and how we show up for each other and our customers.
Everyone plays a role in shaping our culture through how we communicate, support one another, and celebrate success. Being a ZigZagger means taking ownership, bringing curiosity and energy to everything you do, showing resilience when challenges arise, and leading with care by putting “we before me.” You’ll use sound judgment, stay open to new perspectives, and continuously look for ways to learn, grow, and improve.
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About The Role
Our Client Success team is made up of Account Management, Account Executives and Account Support Administrators. You will take responsibility for a portfolio of Medium-Enterprise sized and high-profile retailers with a global presence. Acting as the main point of contact for these retailers, you will be accountable for providing them a best-in-class service, whilst maximising commercial opportunity and end-customer experience.
There will be a high volume of exposure to all areas of our business, with the autonomy to drive strategy which will positively impact our operation.
Key Responsibilities
- Show a strong commercial acumen to negotiate with and influence key stakeholders during contract negotiations.
- Lead cross functional workstream, acting as the ambassador within the Client Success team.
- Bring the voice of the customer into the business and influence projects and priorities with a customer lens.
- Be the key point of contact for a portfolio of clients, ensure smooth day to day running raising, resolving or escalating issues as appropriate.
- Set the strategy for the portfolio of clients, ensure all business areas are clear on deliverables and relentlessly chase down results.
- Confidently monitor and proactively improve the commercial standing of the client portfolio, through analysing trends and capitalising on revenue opportunities and areas of potential exposure.
- Undertake project management of key client initiatives, ensuring present and future client requirements are known and internal resources are allocated to support.
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What We're Looking For
- Senior Account Management and client focused solutions experience.
- Logistics or SaaS Sector experience is essential.
- Expert knowledge of ecommerce market, with knowledge of the returns sector.
- Prior experience using tools such as Hubspot and Asana if preferable.
- Ability to manage multiple projects and relationships simultaneously.
- Proven track record of analytical and problem-solving skills, with a customer centric approach to resolutions.
- Strong commercial acumen and negotiation skills with demonstrable skills in identifying and capitalizing on revenue growth opportunities whilst mitigating areas of exposure.
- Experience with AI and related qualifications are desirable. Please include further details in your application.
What We Offer
- 24 days’ annual leave plus public holidays, with additional holiday entitlement awarded for each completed year of service (up to a maximum of six extra days). Plus, to celebrate you, enjoy an extra day off on your birthday.
- BUPA Private health insurance
👉Explore our full range of benefits here: ZigZag UK Benefits.pdf
Equity, Inclusion & Transparency
In line with the EU Pay Transparency Directive, we are committed to transparency and will share the salary range for this role prior to the interview stage.
A diverse and inclusive workplace where everyone feels a sense of belonging is a priority, and applications are welcomed from people of all backgrounds and experiences. Reflecting how we live our own values of meritocracy over hierarchy, even if not every requirement is met, interest in the role is encouraged.
Hiring focuses on people as well as skills—if this opportunity resonates, you’re encouraged to apply and bring your unique perspective.
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