Customer Account Lead

Overview

As a Customer Account Lead, you will nurture key customer relationships and coordinate orders to support the Optical Systems Division’s growth. You’ll work cross-functionally with engineering, product management and operations to translate customer needs into actionable plans, ensuring high satisfaction and revenue delivery. The role blends account management, commercial administration, and order management in a technically advanced manufacturing environment. This is a hands-on, growth-focused role with exposure to strategic opportunities and cross-team collaboration.

Pay / Benefits

• 26 days holiday plus bank holidays
• Company pension pays 6%
• Company bonus scheme
• Health Cash Plan
• £500 friend referral bonus

Responsibilities

• Build and maintain strong relationships with allocated customer accounts to promote retention and repeat business
• Serve as the day-to-day commercial contact for customers and internal stakeholders
• Support Strategic Account Managers with account coordination and customer engagement
• Identify opportunities for account growth and refer potential business to the wider commercial team
• Conduct regular customer communications and account reviews to maximize satisfaction
• Manage customer purchase orders and maintain accurate order books
• Process sales orders, RMAs, concessions, acknowledgements, and related commercial activities
• Provide timely order status updates and delivery information
• Ensure accurate maintenance of customer information, forecasts, and opportunities in Salesforce
• Support quotation generation through collaboration with technical, engineering, and product management teams
• Represent the voice of the customer in operations and planning reviews
• Escalate risks to minimise impact and support resolution of customer concerns
• Contribute to continuous improvement by communicating customer feedback to the business

Key requirements

• Experience in account management, customer success, sales support, or commercial administration in a manufacturing or technical environment
• Strong communication and stakeholder management skills
• Proactive, customer-focused approach
• Excellent organisational and prioritisation abilities
• Experience working across multiple departments to achieve business objectives
• Confidence using CRM and ERP systems, ideally Salesforce
• Experience in manufacturing, engineering, aerospace, defence, photonics, electronics, or related technical industries (advantageous)

• Customer-focused mindset
• Strong stakeholder management
• Proactive and organised
• Salesforce
• ERP systems
• CRM

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