Account Manager – Mass Customised
Reports to: Account Director
Job Purpose
The Mass Customised Account Manager is responsible for managing and growing a portfolio of clients that primarily use mass-customised printing services — including variable data printing and print-on-demand solutions — while ensuring excellent service delivery, strong relationships, and profitable outcomes. This role acts as the principal link between customers, internal production teams, and external partners to guarantee that customised print products meet quality, timing, and budget expectations.
Key Responsibilities
Client Relationship & Account Growth
- Serve as the main point of contact for assigned mass customisation client accounts.
- Build and maintain strong, long-term relationships focused on customer satisfaction, retention, and growth.
- Identify opportunities for account expansion through cross-sell/upsell of print and customised print services.
Customisation & Project Leadership
- Manage the end-to-end account lifecycle from initial briefing through production to delivery — particularly where variable/customised data workflows are involved.
- Handle quotations, briefs, and proposals for mass-customised print jobs ensuring accuracy against requirements and cost targets.
- Coordinate closely with production teams to optimise workflows and resolve issues relating to customised print jobs.
Operational & Delivery Management
- Monitor job status and production timelines, ensuring delivery quality, SLA adherence and schedule commitments.
- Proactively communicate schedule updates, changes, or risks to clients and internal stakeholders.
Performance & Reporting
- Track key performance metrics (e.g., delivery times, customer satisfaction, revenue growth, margin performance).
- Prepare and present regular account performance reviews for management and clients.
PERSON SPECIFICATION
Qualifications/ Training
- Proven experience in account management or customer success within the print, printing technology, or custom print sector.
- Excellent written and spoken communication skills
- Strong understanding of mass customisation printing processes such as variable data printing, digital print workflows, print-on-demand, or similar technologies
- Experience of working in the manufacturing industry
Skills/Knowledge
- Good personal time management, planning and organisational skills required to manage competing demands and priorities
- Focused on process improvement with strong admin/organisational skills
- Demonstrated ability to manage complex print projects with multiple variables and specifications
- Ability to view problems objectively and find solutions
- Excellent relationship-building, negotiation, and communication skills.
Personal qualities
- Enthusiastic personality - a ‘can do’ attitude and friendly outlook
- Fully committed to team success and achieving organisational excellence
- A positive approach to team working
- Calm & decisive when working under pressure
- Ethical and honest
- To be deadline driven
Working Hours- Monday-Friday, 8.30am-5.30pm
Pay: £45,000.00 per year
Work Location: In person
