Lead Account Manager

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.

What's in it for you?

• 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

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

At Screwfix, Your Wellbeing Comes First:

Financial wellbeing

• Wagestream access to track earnings and save
• 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

Every day benefits

• Career progression and development programmes
• Coaching and mentoring to help you thrive
• Access to wellbeing resourcing including PepTalk
• Support networks available  

Recruitment Process

We review applications on an individual basis, and if we feel you would be a good fit we’ll invite you for a call or Teams video for an informal chat about the role, and to see if we’re a good fit for you. From there you can expect a comprehensive process, with regular contact from the Talent Acquisition team who are always available, for any queries you may have.

We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity that excites you.

Sustainability at Screwfix

We’re committed to building a better future for our community and our planet. That’s why we’re doing everything we can in six key areas: eliminating carbon emissions, reducing and recycling waste, sourcing responsibly, keeping products in use for longer, selling more sustainable products and providing sustainable packaging. We’re on a mission to put sustainability at the forefront of everything we do. Join us.

We’ve worked hard to create a culture of inclusivity and genuine community. We’re a company built on teamwork, and the best teams are ones in which everyone can share their view. Whatever your background, however you identify, you’ll be listened to, encouraged, and given the tools and training you need to get ahead. You’ll always know where you are with us. We’re open. We’re fair. And we believe in opportunities for everyone.

Please let us know at [email protected] if you need any additional support or adjustments when it comes to your application.

NO AGENCIES PLEASE 

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