UK Enterprise Director of Account Management

UK Enterprise Director of Account Management

Department: Customer Success

Employment Type: Full Time

Location: London

Overview

Location: UK Team: Account Management Reports to: VP Customer Success

Drive Enterprise Impact. Lead Strategic Growth. Shape the Future of Freight.

We're looking for a commercially driven Director of Account Management to own and grow Zencargo's UK Enterprise portfolio. You'll lead a high-performing team, manage key customer relationships, and drive expansion across complex, multi-national supply chains. This is a pivotal leadership role, responsible for UK Enterprise GP, NPS, and long-term customer success.

You'll be:

• The strategic partner to our largest Enterprise customers
• The coach and catalyst for a team delivering retention, satisfaction, and growth
• The bridge between customer needs and cross-functional execution (Ops, Product, Solutions, Pricing)

If you bring proven leadership in freight forwarding, a sharp commercial mindset, and a passion for delivering long-term value to global enterprises - let's talk.

Key Responsibilities

• Own the UK Enterprise GP number (Strategic & Growth), driving retention, satisfaction, and expansion across Enterprise accounts, including support on annual tender cycles.
• Lead the UK Enterprise Account Management team, setting clear goals, coaching for impact, and ensuring strict account ownership
• Ensure Enterprise accounts are appropriately distributed and aligned to Account Manager skillsets within a strict ownership model.
• Partner with Customer Operations to scope capacity, agree SLAs, and secure Enterprise-dedicated support for operational stability, strategic implementations, and continuous improvement.
• Drive cross-functional alignment with Operations, Finance, Pricing & Procurement, Solutions, and Integrations to deliver freight forwarding excellence for Enterprise customers.
• Define and execute strategies to increase Enterprise platform adoption, closing feedback loops with Product Leadership and measuring impact.
• Create Enterprise "stickiness" through multi-stakeholder engagement, executive alignment, and programmatic value delivery across functions and geographies.
• Own the Enterprise budgeting process for UK volume, revenue, and margin.
• Deliver solutions sold during the sales cycle (JIPs), ensuring seamless execution and alignment with Enterprise customer expectations.
• Oversee the ramp of new Enterprise customers, prioritising integrations and onboarding to accelerate time-to-value.
• Expand share of wallet (new tradelanes, services, regions) in close partnership with Sales and Marketing.
• Provide the EMEA VP of Account Management and SLT visibility into post-close metrics (onboarding, ramp, BAU, expansion) to align on growth, retention, and risk.
• Proactively monitor Enterprise growth/health dashboards, manage escalations, and analyse data to identify risks/opportunities-taking decisive action.
• Own UK Enterprise NPS, coordinating improvement initiatives across Account Management, Customer Operations, and Product.
• Act as a trusted advisor to Enterprise customers, building senior, multi-threaded relationships that unlock long-term value.
• Provide thought leadership on Enterprise trends, market developments, and competitive dynamics to inform Zencargo's strategy.

Skills, Knowledge and Expertise

• Commercial focus: Decisions align with Enterprise EBIT/GP/Revenue/Volume and expansion targets.
• Leadership: Proven ability to lead a high-performing Account Management team; influence cross-functional, matrixed partners (no direct authority over Customer Operations).
• Cross-functional collaboration: Trusted partner to Operations, Pricing & Procurement, Solutions, Product, and Integrations with clear rationales on decisions and deployment.
• Strategic mindset: Balance near-term execution with long-term Enterprise growth, platform adoption, and multi-stakeholder expansion.
• Customer-centricity: Executive relationship management and value realisation for complex, multi-country networks.
• Problem-solving: Diagnose complex operational/commercial issues and implement scalable, pragmatic solutions through partners.
• Communication: Crisp, executive-level storytelling and influence at SLT and customer C-suite.
• Adaptability: Thrives in a dynamic environment with evolving Enterprise priorities.
• Commercial metrics expertise: Command of Enterprise health and growth metrics (NPS, GP by tradelane/region, ramp KPIs, expansion pipeline, NVR).
• Tech stack: Proficient with ThoughtSpot, Zencargo Platform, Salesforce (SFDC), and operational tooling to track engagement, performance, and KPIs.
• Industry knowledge: Deep understanding of logistics, supply chain, and freight forwarding for complex Enterprise networks.
• Process optimisation: Experience institutionalising scalable Enterprise processes and SLA-driven ways of working with matrixed teams.
• Compliance & regulatory: Familiarity with UK logistics/trade regulations and Enterprise risk/governance.
• (Nice to have) Enterprise commercial acumen: Partnering with Pricing & Procurement on bespoke strategies, tenders, and executive narratives to win expansion.