Summary
\ About
Established in 2009, Crew à la Mode is an apparel and lifestyle agency, supplying luxury performance clothing and lifestyle solutions for super yachts, private aviation, hotels, villas and private residences.
From our Head Office in London, our project management team source luxury yacht crew clothing and uniform from core suppliers, with our offering extending to our consciously produced in-house luxury crew clothing range CALM by CREW, which is distributed from our EU warehouse in Portugal.
\ The Role
As Account Manager, you will be the main point of contact for our portfolio of existing clients, overseeing the initial part of the process from inbound enquiry through to quote sign off. You’ll be expected to build strong relationships with captains, stewardesses, pursers, and management companies, ensuring every order is handled with precision and excellent service.
A key part of your role will be nurturing and expanding existing accounts. You'll proactively engage with clients to understand their evolving needs, recommend new products or seasonal updates, and provide thoughtful suggestions that align with the clients brand and operations. Your ability to upsell with tact and professionalism will be instrumental in account growth alongside commercial astuteness. Delivering a seamless, luxurious client experience marked by attention to detail, timely communication, and expert guidance - will be central to your success.
You will also play a leadership role in supporting and guiding our Account Executives. Acting as a mentor and point of escalation, you’ll help manage their day-to-day operations, provide training and insights, and ensure alignment with best practices. Leading by example, you'll foster a collaborative environment where junior team members feel empowered and equipped to succeed.
\ Responsibilities:
Sales Process & Account Nurturing
- Creation of quotes tailored to reflect previous orders and client requests.
- Identify new opportunities within existing accounts and introduce new product lines, seasonal items, or improve uniform offering.
- Maintain and develop long-term partnerships with clients, offering a high-touch, consultative service to ensure high levels of retention.
- Collaborate with the design and product teams to present curated suggestions that reflect innovation, functionality and style.
- Leverage CRM tools to track client preferences, purchase cycles, and reorder timing.
- Follow up and check back with clients within 2 weeks, passing relevant feedback internally, taking the opportunity to build relationships and knowledge of the client.
- Monitor revenue against targets and implement strategies to close deficits if needed.
Communication
- Prompt, accurate and regular communication with clients and internal teams via email, phone and Whatsapp.
- Ensuring order enquiries are dealt with promptly and in a timely manner.
- Creating and updating quotes to reflect client requests and recommending products based on previous sales, product recommendations and our trusted suppliers.
- Sending project status and timelines to clients on a regular basis to provide updates and reassurance on order progress acting as main point of contact
- Providing reports and documents such as back order lists, shipping information, inventories and order forms relating to each project
- Regular communication within the wider Client Services team and liaising closely with the sales order manager on updates to ensure projects or shipments remain on track
- Ensure database and systems are up to date with current and correct information in case the need for handover
- Keep the company database and CRM up to date with contacts and client notes to ensure business continuity.
- Handle issues with agility and diplomacy, always aiming to exceed client expectations.
VIP Clients
- Account Manager for large VIP clients providing an elevated and personalised focus and fast response times.
- Ensuring high retention rate by continually developing relationships and pre-empting client needs.
- Managing expectations with a proactive and solution-oriented mindset.
- Maintain confidentiality and anticipate bespoke requests with sensitivity and efficiency.
Team Leadership
- Fostering the account management team supporting their development and day to day duties to perform at the highest standard. Feeding back on their development to the Senior Leadership.
- Distributing work / sales as they come into the department
- Audits to ensure the sales protocol is being adhered to by all the team members
- Working with the COO & CEO to improve processes, work flow and new IT systems.
- Ensuring company values, mission & vision are followed within the team.
- Issuing regular reports that captures the activity with the department and revenue against targets.
- Develop department KPIs to track success.
- Build and present data to enable insightful business decisions and strategy.
- Consider and implement new ways of working within the team to improve client experience and revenue
- Migrating, updating and implementing the sales protocol as the company grows
- Feeding back and enhancing functionality for the account management team in IT systems
Team Development & Training
- Training new team members on sales protocol, processes and products.
- Develop the team as a group and individually to excel and progress in their roles
- Creation of training guides and manuals for the department, that is communicated & regularly updated.
- Research and implement relevant courses for the team that might help with their performance and personal development.
- Running the performance management framework with the team, collaboratively creating objectives and KPIs, reviewing regularly whilst reflecting on performance during 1:1s.
\ About You
- 2–4 years experience in account management and luxury fashion, or yachting-related industries.
- Strong understanding of the superyacht industry, crew roles, and uniform requirements.
- Excellent communication and interpersonal skills, with a service-driven mindset
- Exceptional organisational skills and ability to multitask under pressure.
- Willingness to travel for client meetings and international events / shows.
- Proficiency in CRM software and Google Workspace.
\ Why Work for Us
Crew à la Mode brings together talent and specialist skill sets across our dedicated teams in London and Portugal, creating a purpose-driven culture where together we are committed to driving the Superyacht industry forward. As a fast-growing company we strive to offer growth- potential as well as staff benefits. We also happen to have great Christmas parties.
\ Equal Opportunities
We believe diversity breeds creativity. We strive for change within our industry and our mission is to be an inclusive and diverse workplace where everyone is treated with respect and provided with equal opportunities. As long as you have the experience and dedication required for the role, we welcome all applications.
