Ecommerce Account Manager

Ecommerce Account Manager

Location: Reading RG1

Job Type: Full-Time or Part-Time

Salary: £25,000 £28,000 (dependent on experience)

The Company

21st Century AV is a leading UK-based AV and UC integrator headquartered in Reading, Berkshire. Since 1999, we have delivered thousands of reliable, cost-effective audio-visual and unified communication solutions tailored for collaboration, presentation, and communication spaces.

With a dedicated team of Design Consultants, Engineers, AV Project Managers, Programmers, and Technicians, we pride ourselves on offering the highest standard of AV solutions nationwide. In addition to our core integration services, we operate a thriving Ecommerce store, which you will be managing as part of this role.

The Role

We are looking for a proactive and customer-focused Ecommerce Account Manager to manage and grow the online business. You ll handle all inbound communication (chats, calls, emails, quotes) related to the Ecommerce platform and oversee the entire customer journey from initial enquiry through to post-sale account management.

You ll also be responsible for nurturing customer relationships, identifying further business opportunities, and providing exceptional service to drive customer satisfaction and repeat business.

General Responsibilities:

• Respond promptly and professionally to all Ecommerce site enquiries including live chats, emails, phone calls, and quote requests.
• Identify install opportunities by generating leads for the Senior Business Development Team.
• Build and maintain strong client relationships to encourage repeat and long-term business.
• Seek opportunities to expand product and service offer into client base.
• Manage customer enquiries within agreed SLAs.
• Work collaboratively within team to ensure wider business success, including marketing.
• Weekly 1-2-1 to assess call targets and talk time targets and progression to target.

Ideal Candidate Profile:

• Previous experience in customer service, account management, or Ecommerce support.
• Use of CRM and Ecommerce platforms.
• Strong communication skills, both written and verbal.
• Highly organised and able to multitask across a range of customer interactions.
• Comfortable working independently and as part of a wider team.
• A basic understanding of AV products and solutions (desirable but not essential).

Benefits Include:

• Employee Assistance Program
• Medicash application
• Access to the Life Assurance policy held by 21st Century AV Ltd
• Bright Exchange
• 22 days annual leave