fleek - Account Manager
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Requirements
• 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. • You've run your own small business or side project (you understand the customer's world and the chaos of building something) • A genuine interest in fashion, secondhand, or vintage • Sales experience or a background in customer success with revenue targets • Experience with CRM tools, sales automation, or customer engagement platforms • WHAT YOU'LL GET • Competitive salary plus 30-40% performance bonus tied to portfolio growth and retention • Generous equity: being on Fleek means you'll own a part of it • Comprehensive healthcare coverage • A collaborative team in a lovely office in the heart of East London • Access to founders. We're a small team and they're heavily involved (and good fun!) • Exclusive employee discounts to buy on Fleek • Access to borrow any item from our collection of vintage and reworks in the office
Responsibilities
• 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. • Systems and process thinking. You don't just do the work, you improve how the work gets done. You've designed or improved workflows that made your team more effective. • Strong relationship skills across multiple channels. You're equally comfortable on WhatsApp, on a call, or in person. You build trust quickly and maintain it over time. • Self-motivated and entrepreneurial. You take ownership of your portfolio and your numbers. You don't wait to be told what to do. • Resilience and positivity. You see problems as things to fix, not reasons to complain. You maintain energy and optimism in the face of operational complexity.
Benefits
• I am a UK/Irish Citizen or have Indefinite Leave to Remain (I already have the permanent, unrestricted right to work). • I hold a valid visa that grants me the legal right to work without sponsorship (e.g., Skilled Worker under another employer, Graduate Visa, Ancestry Visa). • I will require visa sponsorship from the company to obtain the legal right to work in the UK.
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