Leeds (HQ) | Hybrid working - A senior relationship role for people who thrive in complexity
Primo works with ambitious brands operating in high-pressure ecommerce environments. Growth is fast, expectations are high, and performance is visible. When things are going well, clients need strategic direction. When things wobble, they need calm, clarity and leadership.This role exists to provide exactly that.
We’re looking for a senior relationship leader who can own client partnerships end-to-end — someone trusted to represent Primo at the highest level, translate commercial pressure into clear priorities, and protect both the client relationship and the delivery teams behind it.
This is not a delivery role. It’s not hands-on account execution.
It’s about ownership, judgement and credibility — being the person clients rely on when decisions matter, and the person internally who keeps everyone focused on what actually drives outcomes.
If you’ve spent your career navigating demanding clients, commercial tension and imperfect information — and you enjoy bringing order to that complexity — this role will feel very familiar.
Purpose of the role
The purpose of this role is to own client relationships end-to-end and act as Primo’s senior representative across key accounts.
You will:
- Translate client goals, pressure and ambiguity into clear internal priorities
- Protect delivery teams from unnecessary noise, while ensuring clients feel confident and looked after
- Play a central role in driving retention, growth and long-term trust
You are the relationship owner — not the operator — and your impact will be measured by confidence, clarity and commercial outcomes.
Client leadership
You’ll act as the primary senior point of contact for key Primo clients, building trusted partnerships that extend well beyond day-to-day account management.
This includes:
- Owning senior client relationships and becoming a trusted strategic partner
- Leading QBRs, strategy reviews and senior stakeholder conversations
- Handling difficult conversations, performance pressure and expectation-setting with confidence
- Owning client retention, NPS / CSAT and overall relationship health
- Identifying upsell and cross-sell opportunities through deep understanding of client goals
- Protecting scope, commercials and expectations — and pushing back when required, clearly and professionally
Clients should feel heard, understood and confident, even when the pressure is on.
Internal bridge
A critical part of the role is acting as the translator between client ambition and delivery reality.
You’ll:
- Turn client feedback, pressure and objectives into clear, prioritised internal actions
- Translate vague or emotionally-driven input into focused, commercial direction
- Keep delivery teams aligned to what matters most, without distraction
- Escalate early when things begin to drift, bringing clarity rather than panic
Your presence should reduce friction and increase focus — internally and externally.
Standards & ways of working
This role helps define what “great” looks like in Primo’s client experience.
You’ll:
- Set the tone for high-quality, consistent client communication
- Help shape account processes, reporting standards and engagement cadence
- Work closely with Trade, Trading and Ops to align strategy with execution
- Raise the bar on how Primo shows up for its clients at every stage
Key traits & behaviours
We’re looking for credibility, composure and commercial thinking.
You’re likely to:
- Have strong ecommerce experience (Amazon exposure helpful, not essential)
- Have “been in the trenches” and understand real client pressure
- Stay calm under pressure and bring clarity when things aren’t perfect
- Think in outcomes, value and commercial impact
- Communicate clearly, confidently and directly — internally and externally
- Build trust without being sales-led or reactive
- Respect delivery teams and create the conditions for them to do their best work
In short: clients rely on you, teams trust you, and you make things better — not louder.
Why Primo?
Primo is built on straight-talking, high standards and genuine accountability. We care about outcomes, not fluff. We trust our people, back sound judgement and give leaders real ownership.
If you enjoy responsibility, clarity and being valued for how you think — you’ll feel very at home here.
How to apply
Primo is partnering with Parker Young Recruitment to manage this appointment.
If this role sounds like the kind of responsibility you’d thrive in, apply now or contact Parker Young for a confidential conversation.