Key Account Manager at Fleek

KEY ACCOUNT MANAGER Can you help us fix the world's most broken supply chain? The fashion industry produces over 100 billion garments a year. 60% end up in landfill — not because people don't want these clothes, but because the supply chain for getting secondhand fashion from donation to resale is completely offline, manual, and broken. Fleek is fixing this. Our mission is to make secondhand the first choice. We're building the infrastructure powering the global secondhand clothing trade — through a B2B marketplace and the AI systems digitising the supply chain behind it. Through Fleek, vintage stores, online resellers, and retail buyers source graded secondhand inventory directly from wholesalers and rag houses across multiple countries. Our key enabler is FleekSort — an AI model fine-tuned on secondhand fashion — that can grade, price, and categorise items with just a photo, turning what has historically been an opaque and manual trade into a structured, searchable, and tradable global inventory layer. Since 2022, we've saved 9 million items from landfill and tripled in size year-on-year. We've raised ~$50M from a16z, Y Combinator, Burda Principal Investments, HV Capital, and others, and have recently closed our Series B. Our advisors and private investors include operators behind Depop, Shopify, and Postmates. Today, we serve thousands of resellers and retailers across the UK, Europe, and the US. With the secondhand fashion market projected to reach $350B by 2027, Fleek is building the AI-native operational and financial backbone for secondhand commerce globally. We're looking for people who want to build something that matters — and move fast doing it. Sound good? Keep reading. ABOUT THE ROLE This is a Key Account Manager role on Fleek's Commercial team. You'll own a wide portfolio of long-tail accounts — both buyers and suppliers — and be responsible for keeping them active, growing, and getting value from the platform. You're the person who makes sure the marketplace works day-to-day for the accounts that, collectively, drive a significant share of Fleek's volume. This isn't strategic enterprise account management. It's high-volume, high-touch portfolio management — keeping hundreds of accounts engaged, resolving issues fast, spotting growth opportunities, and making sure no account quietly churns because nobody was paying attention. WHY THIS ROLE STANDS OUT Fleek's marketplace runs on thousands of buyers and suppliers, and the long tail matters as much as the top accounts. These are the vintage stores, independent resellers, and smaller wholesalers who collectively move enormous volume — but only if someone is actively keeping them engaged, supported, and growing. You won't be waiting for accounts to raise a hand. You'll be proactively monitoring activity, spotting drop-offs before they become churn, identifying accounts ready to scale, and making sure every account on your book knows how to get the most out of Fleek. You'll split your time between the office and the field — visiting vendors, building relationships face-to-face, and staying close to the supply base. When something goes wrong, you're the first person they call — and you'll own getting it fixed. The platform handles 500,000+ items a month today and will surpass a million by end of year. You'll have direct visibility into how your accounts perform, and when you improve retention or expand wallet share across your portfolio, you'll see it in the numbers immediately. WHAT MAKES YOU A FLEEK KEY ACCOUNT MANAGER? Portfolio Operator: You can manage hundreds of accounts without dropping the ball. You know how to prioritise, systematise, and stay on top of a large book of business — not by working harder, but by working smarter. Relationship-Driven: You build trust quickly. Buyers and suppliers stick with Fleek because of the platform — and because of the person looking after them. You're that person. Commercially Aware: You don't just service accounts — you grow them. You spot cross-sell and upsell opportunities naturally, and you understand how increasing wallet share across a portfolio compounds into serious revenue. Operationally Sharp: You're the person who actually gets things done. When an account has an issue, you don't just escalate and wait — you chase, coordinate, and close the loop. Data-Informed: You track activity, fulfilment rates, and satisfaction metrics. You use data to decide which accounts need attention, which are ready to grow, and where to focus your time for maximum impact. Field-Ready: You're not just comfortable behind a screen. You're willing to get out, visit vendors, walk their operations, and build the kind of trust that only comes from showing up in person. WHAT YOU'LL DO Account Coverage: Manage and engage a wide portfolio of long-tail accounts, ensuring consistent communication and support at scale. Relationship Building: Develop trust and maintain positive relationships with long-tail buyers and suppliers — both through the platform and through regular in-person vendor visits — driving retention and repeat business. Performance Tracking: Monitor account activity, fulfilment rates, quality, and satisfaction metrics — proactively addressing gaps to improve outcomes. Growth Enablement: Identify cross-sell and upsell opportunities within long-tail accounts to expand wallet share and product adoption. Operational Support: Ensure long-tail accounts are trained on Fleek's platform, processes, and best practices for smooth day-to-day operations. Issue Resolution: Act as the primary point of escalation for operational or transactional challenges, ensuring timely resolution. Process Optimisation: Partner with internal teams to streamline workflows, automate repetitive tasks, and improve efficiency in managing long-tail accounts. Insights & Reporting: Provide regular insights on account trends, recurring issues, and opportunities to inform category strategy and product development. Market Awareness: Stay informed about market dynamics affecting long-tail buyers and suppliers to anticipate risks and uncover opportunities. WHAT YOU BRING - 2–5 years of experience in account management, customer success, or commercial operations — ideally in a B2B marketplace, e-commerce, or platform environment. - Portfolio management at scale. You've managed a large number of accounts simultaneously and know how to systematise outreach, prioritisation, and follow-up without letting things slip. - Commercial instinct. You understand revenue, retention, and growth levers. You've expanded accounts through cross-sell, upsell, or increased adoption — and you can point to the numbers. - Operational excellence. You're organised, responsive, and reliable. Accounts trust you because you follow through, every time. - Platform or marketplace experience. You understand two-sided dynamics — how buyer and supplier behaviour interact, and how account health on one side affects the other. - Analytical capability. You're comfortable working with data — tracking KPIs, identifying trends in account activity, and using metrics to prioritise your time and actions. - Strong communication skills. You can run a supplier onboarding call, write a re-engagement email, and brief leadership on portfolio performance — all in the same day. - Startup or scale-up experience. You've worked in fast-moving environments where you had to build your own processes and figure things out without a playbook. NICE TO HAVE - Experience in fashion, secondhand, vintage, or circular economy businesses - Familiarity with CRM tools and account management platforms (HubSpot, Salesforce, or similar) - Background in managing accounts across multiple geographies or markets - Experience with supplier or vendor management alongside buyer-side accounts - A genuine excitement for building something from scratch in a category that didn't exist three years ago THIS ROLE ISN'T FOR YOU IF YOU WANT: - A small book of strategic enterprise accounts — this is high-volume portfolio management across the long tail - To only work on one side of the marketplace — you'll manage both buyer and supplier accounts - A desk-only role — you'll be in the office full-time and out visiting vendors regularly - A pure support role where you react to tickets — this is proactive, commercial account management - A slow-moving environment with rigid processes — we move fast and expect you to build the process as you go Ready to build the account engine for the world's fastest-growing fashion economy? If you want to work on genuinely hard problems, with a world-class team, at a company that's tripling annually — we'd love to hear from you. HOW WE WORK Fleek is an in-office company. We believe the best work happens when people are together — the quick decisions, the cross-functional energy, the ability to solve problems in real time. This role is based full-time in our Karachi office. You'll also be out in the field regularly — visiting vendors, building relationships on the ground, and staying close to the supply base that powers the marketplace. We hire adults and treat them accordingly. THE PRACTICALITIES - Location: Karachi, Pakistan - Work model: Full-time in-office, with regular vendor and supplier visits in the field. - Level: Mid-Senior - Stage: Post-Series B, hyper-growth - Team: 100+ across London, India, and Pakistan - Culture: High ownership, non-hierarchical, fast-moving. Founder-led with strong opinions loosely held. OUR VALUES Five values shape how we work at Fleek: Dream Big and Disrupt Yourself: Push the most ambitious version of what you're building. Step out of your comfort zone. Nothing is out of reach. Absolute Ownership: The buck stops with you. Drive initiatives to completion. Experiment, learn, persevere. The job isn't done until the job is done. Curiosity Leads the Way: Don't accept anything at face value. Ask questions you don't know the answer to. That's how you innovate. Talk to the Customer: Deeply understand their challenges, motivations, and ambitions. Every decision starts with the customer at the centre. Embrace Diversity: A global team building for a global supply chain. Bring your authentic self and embrace the diversity of everyone you encounter.