Lead Account Manager

Overview

Reporting to the Head of Stockless Fulfilment, you own and drive the end-to-end performance of Stockless Fulfilment vendors, ensuring delivery against business, operational, and customer experience objectives. You will develop and lead vendor strategy, governance, and optimisation, while influencing stakeholders and aligning cross-functional teams to deliver scalable, efficient, and customer‑centric operations. Through strong data‑led decision‑making, leadership of continuous improvement and transformation initiatives, you ensure a high‑performing, resilient, and future‑ready vendor network.

• Own end‑to‑end vendor performance and operational outcomes, delivering against KPIs.
• Define in alignment with the Head of Stockless Fulfilment the vendor strategy roadmap (0‑24 months) considering business priorities, category strategy and customer experience goals.
• Lead vendor governance framework, setting KPIs, standards, and review cadence (MBRs/QBRs) to drive accountability and continuous performance improvement.
• Act as a business partner to Category and Commercial teams, influencing vendor strategy to support alignment with trading plans.
• Influence vendor portfolio optimisation, including segmentation, onboarding, consolidation, and exit decisions to ensure an effective and scalable vendor network.
• Support joint business planning with vendors, setting clear objectives and holding partners accountable for delivery.
• Encourage team to deliver insight‑led performance management, translating data into actions that improve availability, OTIF and operational efficiency.
• Lead resolution of operational issues and CSO complaints, ensuring rapid recovery, clear communication and prevention of recurrence through RCA and CAPA.
• Own risk, compliance, and business continuity across vendors, ensuring robust controls, proactive risk management and resilience planning.
• Ensure forward planning and capacity readiness, particularly for peak and strategic business changes.
• Develop vendor capability and scalability, driving standardisation, best practice adoption and long‑term performance improvements.
• Connect operational delivery to customer outcomes, ensuring fulfilment performance supports NPS, retention and brand objectives.
• Provide leadership to the team, mentoring others, setting ways of working and acting as a senior escalation point.
• Engage team through agreed performance and development objectives, driving high performance through 1:1s and quarterly check‑ins.
• Collaborate with peers and direct reports using Peakon insight to drive engagement within the team and function.

• Proven experience managing complex, high‑value vendor or commercial relationships, with full ownership of performance and outcomes.
• Expertise in contract negotiation and SLA management, securing commercially and operationally robust agreements.
• Demonstrated ability to define and execute strategy, translating business goals into operational delivery.
• Advanced data analysis and performance management skills, driving insight‑led decisions and continuous improvement.
• Proven ability to influence senior stakeholders and align priorities across leadership teams.
• Ownership of complex issue resolution and incident management, including RCA and implementation of preventative actions.
• Deep understanding of end‑to‑end fulfilment and supply chain operations and key performance drivers.
• Ability to link operational performance to customer and commercial outcomes, making effective trade‑offs.
• Demonstrated leadership capability, including mentoring, coaching and setting high performance standards.

• Discretionary annual bonus up to 20%
• 33 days’ holiday (including bank holidays, 5 of which can be taken flexibly)
• 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
• EV Car Scheme in partnership with Tusker – eligible colleagues can lease a brand‑new or pre‑loved electric vehicle
• 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
• Access to the Kingfisher Share Scheme
• Colleague support fund
• Exclusive offers and discounts via our Hapi app
• Cycle‑to‑work scheme and savings on bikes
• Everyday benefits
• Career progression and development programmes
• Coaching and mentoring to help you thrive
• Access to wellbeing resourcing including Pep Talk
• Support networks available