Account Manager

CAN YOU HELP US FIX THE WORLD'S MOST BROKEN SUPPLY CHAIN? The fashion industry produces over 100 billion garments a year. 60% end up in landfill, not because people don't want these clothes, but because the supply chain for getting secondhand fashion from donation to resale is completely offline, manual, and broken. Fleek is fixing this. Our mission is to make secondhand the first choice. We're building the infrastructure powering the global secondhand clothing trade: a B2B marketplace and the AI systems digitising the supply chain behind it. Through Fleek, vintage stores, online resellers, and retail buyers source graded secondhand inventory directly from wholesalers and rag houses across multiple countries. Our key enabler is FleekSort, an AI model fine-tuned on secondhand fashion, that can grade, price, and categorise items with just a photo, turning what has historically been an opaque and manual trade into a structured, searchable, and tradable global inventory layer. Since 2022, we've saved 9 million items from landfill while tripling in size year-on-year. We're backed by some of the world's best investors, including a16z, Y Combinator, and HV Capital, alongside world-class angels who helped build Depop, Shopify, and Postmates. Today, we serve thousands of resellers and retailers across the UK, Europe, and the US. With the secondhand fashion market projected to reach $350B by 2027, Fleek is building the AI-native operational and financial backbone for secondhand commerce globally. We're looking for people who want to build something that matters, and move fast doing it. Sound good? Keep reading. ABOUT THE ROLE We're looking for an Account Manager to own and grow a portfolio of Fleek's marketplace customers, driving retention, wallet share expansion, and long-term customer health. You'll manage a book of resellers, vintage stores, and enterprise buyers across the UK and US, acting as their single point of contact while building the systems and processes that enable scalable, high-quality account management. Your customers range from online resellers and brick-and-mortar vintage shops to large-scale enterprises moving significant volume through Fleek. This isn't a passive relationship management role. You'll be competing for wallet share against wholesalers from the Middle East, US, and Europe. You'll need to deeply understand your customers' businesses, proactively solve their problems, and find creative ways to grow their spend on Fleek month over month. The ideal candidate brings entrepreneurial energy, comfort with ambiguity, and an AI-first approach to scaling themselves and their portfolio. WHAT YOU'LL DO - Own Your Portfolio: Manage a book of customers starting in the £5-15k monthly spend range, with a clear path to owning higher-value accounts as you ramp. Drive 10-20% month-on-month growth in retention and wallet share. - Build Healthy Customers: Ensure customers are spending on categories that make sense for our suppliers, with minimal refunds and cancellations. A healthy customer is a retained customer. - Drive Customer Engagement: Use WhatsApp, email, calls, stock lists, bundles, and handpicked supplier recommendations to keep customers active, ordering, and expanding their spend. - Win Back Lapsed Customers: Proactively identify and re-engage inactive accounts. Understand why they left and build compelling reasons for them to return. - Champion Self-Service: Act as the primary point of contact while actively encouraging and enabling customers to use the Fleek platform independently. Your goal is leverage, not dependency. - Build AI-Enabled Account Management: Work alongside the team to build AI-powered workflows that scale your ability to manage more accounts at higher quality. Automate the repeatable, personalise the meaningful. - Feed Insights Back: Work cross-functionally with product, operations, and supply to surface customer pain points (late deliveries, stock visibility, ordering complexity) and drive platform improvements. WHAT YOU BRING - 2+ years of experience in a commercial or account management role, ideally at an early-stage or high-growth company. You've worked with SMBs, entrepreneurs, or retail businesses, not enterprise accounts with 12-month procurement cycles. - Comfort with ambiguity and broken processes. You've thrived in environments where things weren't figured out yet and you helped build the playbook. - An AI-first mindset. You've built AI tooling, automated workflows, or implemented AI in your day-to-day work in the last 3-6 months. This isn't optional. We're scaling account management through technology, not headcount. - Systems and process thinking. You don't just do the work, you improve how the work gets done. You've designed or improved workflows that made your team more effective. - Strong relationship skills across multiple channels. You're equally comfortable on WhatsApp, on a call, or in person. You build trust quickly and maintain it over time. - Self-motivated and entrepreneurial. You take ownership of your portfolio and your numbers. You don't wait to be told what to do. - Resilience and positivity. You see problems as things to fix, not reasons to complain. You maintain energy and optimism in the face of operational complexity. Nice to Have - You've run your own small business or side project (you understand the customer's world and the chaos of building something) - A genuine interest in fashion, secondhand, or vintage - Sales experience or a background in customer success with revenue targets - Experience with CRM tools, sales automation, or customer engagement platforms WHAT YOU'LL GET - Competitive salary plus 30-40% performance bonus tied to portfolio growth and retention - Generous equity: being on Fleek means you'll own a part of it - Comprehensive healthcare coverage - A collaborative team in a lovely office in the heart of East London - Access to founders. We're a small team and they're heavily involved (and good fun!) - Exclusive employee discounts to buy on Fleek - Access to borrow any item from our collection of vintage and reworks in the office - A disproportionate level of responsibility and the opportunity to drive massive impact How We Work Fleek is an in-office company. We believe the best work happens when people are together: the quick decisions, the cross-functional energy, the ability to solve problems in real time. Most of the team works from our London HQ 3-4 days a week. We're not prescriptive about it. Performance and trust matter more than attendance. We hire adults and treat them accordingly. The Practicalities - Location: London HQ, Commercial St, E1 (Liverpool St / Aldgate East) - Work model: In-office, typically 3-4 days per week. - Stage: Post-Series B, hyper-growth - Team: 100+ across London, India, and Pakistan - Culture: High ownership, non-hierarchical, fast-moving. Founder-led with strong opinions loosely held. Success Metrics - Ramp: Reach £250k GMV target within 3 months (starting at £50k) - Retention: Maintain and improve portfolio retention rate (current benchmark: 60-70% for account-managed customers) - Growth: Consistent 10-20% month-on-month wallet share expansion across your book - Customer health: Increase in customer activity, reduction in refunds/cancellations, improved ordering patterns - Winback: Re-engagement of inactive accounts in your portfolio OUR VALUES Five values shape how we work at Fleek: - Dream Big and Disrupt Yourself: Push the most ambitious version of what you're building. Step out of your comfort zone. Nothing is out of reach. - Absolute Ownership: The buck stops with you. Drive initiatives to completion. Experiment, learn, persevere. The job isn't done until the job is done. - Curiosity Leads the Way: Don't accept anything at face value. Ask questions you don't know the answer to. That's how you innovate. - Talk to the Customer: Deeply understand their challenges, motivations, and ambitions. Every decision starts with the customer at the centre. - Embrace Diversity: A global team building for a global supply chain. Bring your authentic self and embrace the diversity of everyone you encounter.