UK Enterprise Director of Account Management Customer Success
Zencargo
Full-time
Remote
Worldwide
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.