Account Coordinator - Stockless Fulfilment

Overview

Reporting to the Lead Account Manager, you are responsible for the vendor performance management and governance of Stockless Fulfilment vendors, ensuring KPIs, service levels, and customer outcomes are met through accurate monitoring, reporting, and timely issue resolution. You will support governance forums, performance insights, and action tracking, while identifying risks and driving escalation where needed. You will coordinate cross-functional issue resolution and support onboarding, incident management, and continuous improvement activities to ensure operational stability and vendor compliance.

What's in it for you?

• 28 days' holiday(including bank holidays, 5 of which can be taken flexibly) increasing with service up to a maximum of 33 days
• Hybrid working with up to 2 days working from home
• Flexible start and end times around core working hours
• Buy More Holiday - eligible colleagues can boost their holiday allowance by up to one extra week
• Up to 14% employer pension contributions
• Life cover up to 4x your salary
• Health cash plan and discounted gym memberships (up to 25% savings)
• 20% discount at Screwfix and B&Q

• Supports day-to-day vendor performance management, monitoring KPIs (e.g. availability, OTIF, compliance) and escalating risks or issues where required.
• Maintains accurate daily reporting and dashboards, ensuring data integrity and timely insight for stakeholders.
• Analyses performance data to identify trends, risks, and opportunities, producing actionable insights and recommendations.
• Coordinates vendor governance activities (e.g. monthly reviews), including materials preparation, action tracking, and follow-up completion.
• Supports vendor onboarding, product lifecycle management, and catalogue accuracy, ensuring correct setup and adherence to processes and standards.
• Acts as a first point of contact for vendor and internal queries, managing communication, expectations, and escalation where needed.
• Supports resolution of operational issues (orders, fulfilment, systems) by coordinating cross-functional input across Supply Chain, Finance, Customer Service, Tech, and Category teams.
• Manages customer-impacting issues (e.g. WISMO), incidents, and RCA/CAPA processes, ensuring timely tracking, communication, and resolution.
• Supports supplier enablement through guidance, training, and ongoing support on systems, processes, and ways of working.
• Drives continuous improvement with suppliers by identifying and supporting initiatives to improve availability, delivery performance, and compliance.
• Supports financial processes including invoice validation, refunds, debit notes, and supplier disputes, ensuring timely resolution with Finance and vendors.
• Maintains governance materials, scorecards, contracts, and audit-ready documentation in line with compliance and internal controls.
• Partners with Category and Commercial teams to support performance improvement and enhance customer and sales outcomes.
• Supports planning activities (e.g. peak readiness and business continuity), ensuring supplier preparedness and documentation.
• Contributes to change initiatives and projects, supporting testing, coordination, and operational adoption.
• Coordinates meetings and governance forums, including scheduling, agendas, minutes, and action tracking.
• Maintains structured documentation, SOPs, and knowledge resources to support consistency and efficiency

• Previous experience in an administrative, coordination, account support, or operations role (ideally in retail, e-commerce, logistics, supply chain, or FMCG).
• Strong analytical skills with the ability to interpret data, identify trends, and produce clear, actionable insights.
• High attention to detail with a proven ability to maintain accuracy across reporting, systems, and documentation.
• Confident user of Excel and reporting tools, with ability to manage and manipulate data sets and dashboards.
• Strong organisational skills with the ability to manage multiple tasks, prioritise effectively, and meet deadlines in a fast-paced environment.
• Excellent communication skills, with the ability to engage clearly and professionally with internal teams and external suppliers.
• Experience working cross-functionally with multiple stakeholders to resolve operational issues and support delivery.
• Strong problem-solving ability, with a proactive approach to identifying and resolving issues or escalating where appropriate.
• Comfortable working with systems and tools to manage data, processes, and operational workflows.
• Demonstrated ability to support process improvement or contribute to efficiency initiatives.
• Experience handling operational or customer-impacting issues (e.g. order issues, fulfilment queries, service escalations) is beneficial.
• Basic commercial awareness, with an understanding of how operational performance links to customer experience and business outcomes.
• Ability to build effective working relationships and collaborate with both internal teams and external partners.
• Self-motivated,…