Internal Account Manager
At a glance
Mid-level Account Management role at DPD Group UK. Stoke-on-Trent · full-time.
In listing
Growth Roles summary, based on the employer's posting.
What you'll do
- Look after roughly 300 existing accounts, protecting loyalty while finding upsell and cross-sell opportunities
- Review service performance with clients and handle rate renewals plus annual price increases
- Take ownership of sensitive delivery escalations, solving complicated problems to preserve customer relationships
- Build account plans, keep the Salesforce revenue pipeline current, and monitor trading levels
- Connect with different client stakeholders through calls, email, and virtual meetings
What you bring
- Previous account management or customer relationship experience, preferably in logistics or express delivery
- Commercial and mathematical strength for managing pricing, rates, and costs
- Clear evidence of negotiation, communication, and influencing across remote customer interactions
- Working knowledge of Microsoft Office or Google Suite alongside Salesforce CRM
- A resilient, decisive approach to fast-moving work and difficult operational escalations
Who this fits
This role suits an account manager who can balance retention, commercial growth, pricing work, and urgent delivery problems. You’ll work from Etruria in Stoke-on-Trent, Monday to Friday, across either the morning or later stated shift. The position is permanent and full time.
From the employer
- 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.
Key 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.
About You
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
About our Benefits
We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few…
- 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
Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities.
If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today
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