Client Operations Manager

About Farfill

At Farfill, we're where "ship happens", literally. As one of the fastest-growing e-commerce fulfilment providers, we deliver world-class service from fulfilment centres across the UK, Ireland, the Middle East, and Australia. We combine startup agility with operational discipline, driving innovation while maintaining the reliability our clients count on.

About Farfill

At Farfill, we're where "ship happens", literally. As one of the fastest-growing e-commerce fulfilment providers, we deliver world-class service from fulfilment centres across the UK, Ireland, the Middle East, and Australia. We combine startup agility with operational discipline, driving innovation while maintaining the reliability our clients count on.

We've scaled fast but stayed true to our entrepreneurial roots, agile, collaborative, and relentlessly focused on improvement. Join us and work directly with our three co-founders, playing a pivotal role in shaping Farfill's next chapter of growth and operational excellence.

Job Overview

The Client Operations Manager is accountable for the day-to-day performance, retention, and growth of a portfolio of high-value Farfill clients. This role sits at the intersection of operations, commercial management, and relationship ownership. You'll work directly with some of the fastest-growing brands in nutrition, wellness and FMCG, managing accounts shipping thousands of orders every day across DTC, retail and international markets.

You will act as the primary point of contact for industry-leading e-commerce brands, ensuring service delivery meets agreed SLAs while proactively identifying opportunities to improve efficiency, cost control, and customer experience. This is a fast-paced, high-ownership role suited to someone comfortable juggling multiple clients, priorities, and stakeholders in a 3PL or logistics environment.

Key Responsibilities

Client Relationship, Communication & Commercial Ownership

• Own a portfolio of Farfill clients end-to-end, acting as the senior escalation point for operational, commercial, and service-related matters.
• Build trusted, long-term relationships with key client stakeholders, positioning Farfill as a strategic fulfilment partner rather than a commodity provider.
• Lead regular client reviews, performance reporting, and QBRs, translating operational data into clear insights and actions.
• Maintain commercial oversight of client accounts, balancing service excellence with cost control and margin awareness.
• Identify upsell and cross-sell opportunities aligned to client growth (new channels, new territories, additional services).
• Support pricing reviews, change requests, and contract discussions in collaboration with the founders and senior team.
• Respond promptly to client requests, acknowledging queries quickly even where investigation is required.
• Deliver clear, concise and proactive updates, reducing unnecessary back-and-forth.
• Review all client communications thoroughly before responding, ensuring existing information has been fully understood.
• Own client issues from identification through to successful resolution.

Operational Delivery & Systems

• Advanced user of Mintsoft, including order management, inventory enquiries, reporting, client integrations and ASN management.
• Identify opportunities to remove manual processes through better system utilisation.
• Support onboarding of new clients and ensure system configuration is correct before go-live.
• Ensure consistent delivery against SLAs, KPIs, and contractual commitments across fulfilment, shipping, returns, and value-added services.
• Assess all operational requests immediately upon receipt, validating stock availability, resource requirements and delivery feasibility before committing to clients.
• Proactively identify operational risks, elevate issues early with proposed solutions and drive corrective actions before service is impacted.

Internal Leadership & Collaboration

• Act as the internal voice of the client, ensuring priorities are clearly communicated across operations, tech, and finance.
• Contribute to the development of scalable account management processes as Farfill continues to grow.

What We're Looking For

Essential Experience & Background

• Proven experience in account management, client success, or customer operations within a 3PL, logistics, fulfilment, or warehouse environment.
• Demonstrated ability to manage multiple clients simultaneously in a high-volume, fast-moving operation.
• Minimum 3 years' experience managing strategic client accounts within a 3PL, fulfilment or e-commerce logistics business, supporting DTC, B2B and retail fulfilment operations for e-commerce brands
• Strong working knowledge of Mintsoft is essential.
• Experience supporting major retail launches, promotional campaigns and time-critical deliveries

Skills & Capabilities

• Strong stakeholder management skills, with the confidence to lead difficult conversations and manage expectations.
• Commercially astute, with a clear understanding of cost drivers, margins, and operational trade-offs.
• Exceptional prioritisation skills with the ability to distinguish between urgent, important and routine work in a fast-moving operational environment.
• Data-driven mindset with the ability to interpret performance metrics and drive continuous improvement.
• Hands-on, ownership-led approach, comfortable making decisions without excessive process or hierarchy.

Why Join Farfill? - What you'll get from us.

• Direct Impact: Own key client relationships and directly influence retention, growth, and service performance.
• Founder Exposure: Work closely with Farfill’s founders on strategic accounts and business-wide initiatives.
• Career Trajectory: Clear progression as Farfill scales, with scope to move into senior client leadership or regional roles.
• High-Performance Culture: A fast-growth environment that rewards ownership, pragmatism, and execution.
• Package: Competitive salary, 24 days' holiday plus public holidays, and 5 annual "Work from Anywhere" days.

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