Contract Manager - Key Account
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About us
We’re an award-winning, market-leading 3PL specialising in high-quality order fulfilment and delivery services. ILG customers are premium brands, many in the beauty, fashion and wellbeing sectors. Our mission is to help them succeed. ILG is a people business - we invest in training and development, recognising and rewarding our people’s achievements and creating opportunities for them to progress within our business. So, if you want to develop an exciting career, learn from a friendly team and realise your full potential in a fast-growing company, this is the role for you.
The role
As a Contract Manager, you will act as the internal lead for one of ILG’s largest clients, ensuring high-quality service delivery across all areas of the operation. You will lead and develop a team across the UK and Poland, while working closely with operational teams to ensure all activity runs smoothly and in line with client expectations. The key responsibilities of the role will include:
- Leading and developing a team of Senior and Client Logistics Coordinators to drive high performance and engagement
- Owning day-to-day customer service operations, ensuring a consistently high standard of delivery
- Acting as the senior escalation point for client issues, driving timely resolution and a culture of first-time fix
- Building strong client relationships as the key point of contact, influencing outcomes internally and externally
- Ensuring end-to-end operational activity runs to plan and in line with SLAs, proactively managing risk
- Collaborating with internal teams to ensure aligned and seamless service delivery
- Leading client reviews, sharing performance insights and driving continuous improvement initiatives
- Supporting onboarding of new services and working with the client on forecasting and planning relations.
What we are looking for
- Proven experience in logistics, supply chain, operations, or fulfilment within a 3PL or similar environment
- Experience managing a key client in a similar or transferable role
- Strong people management skills, or the ability to lead and develop a team effectively
- Excellent communication, negotiation, and relationship-building skills, with the confidence to influence at all levels
- A strategic mindset, with the ability to make decisions while also taking a hands-on approach to problem-solving
- Strong analytical skills, with the ability to interpret data and drive informed decisions
- Experience using systems such as WMS, TMS, OMS, CRM, and ticketing platforms
- Demonstrated success in process improvement, change management, and optimisation initiatives
- Ability to manage competing priorities in a fast-paced, dynamic environment
- Highly dependable, able to work with minimal supervision and take initiative to deliver the best outcomes for the client and business
Benefits
- Discretionary company bonus scheme
- Following successful probation period opportunity for hybrid working in line with ILG policy up to 50/50 remote / office working
- Pension, Life Assurance, Healthshield Cash Plan and Discount Perks
- 22 days holiday (plus Bank Holidays) increasing to 25 days after 2 complete holiday years, with the option to buy/sell holiday
- Birthday leave
- Free on-site parking, with electric car charging at certain locations
- Range of employee awards
- Regular social events
- Employee assistance programme to promote mental health wellbeing
- Cycle to work scheme
- Enhanced maternity and paternity leave
Job Application Requirements - We welcome your application and look forward to considering you for this role. Please note the following important requirements for all applicants:
- Right to Work in the UK & Basic DBS Check – You must have the legal right to work in the UK, (we are not able to sponsor you). If successful, you will also need to pass a Basic Disclosure and Barring Service (DBS) check before starting employment. We use a third-party checking service for each of these, so you will need to provide them with relevant information if offered a role with us.
- References - We reserve the right to request two or more references, to cover the past five years of your employment history. Please ensure you can provide accurate contact details for each of your referees.
- English Language – You must be able to work in English; enough to fully understand spoken and written work instructions, follow health and safety guidance and participate in discussions with your manager or colleagues.
If you meet the role requirements, as well as the above, and are ready to take the next step in your career, we encourage you to apply.
Please be aware we will be considering applications as we receive them and arranging interviews accordingly. Depending on the volume of applications we receive we may close this advert ahead of the advertised closing date.
For more information about our company or employee benefits please visit https://www.ilguk.com/about-us/