Operations, Key Account Manager

Company: Beleaev — premium delicacies (caviar, truffles, seafood). London, UK.

Format: Fully remote

Schedule: Monday — Friday, 9:00 AM — 6:00 PM UK time (GMT/BST)

Language: Fluent English (required)

About the Role: You will be the central link between the company and its clients. You’ll manage orders from receipt to delivery, build relationships with key accounts, and grow revenue through upselling and cross-selling. For our VIP clients, you will be their dedicated personal manager — the single point of contact for everything.

Responsibilities: Client Management (B2B + B2C):

• Process incoming orders (Shopify, email, Telegram, phone)
• Manage key B2B accounts (restaurants, hotels, distributors)
• Upsell and cross-sell: recommend complementary products, seasonal sets, and new arrivals
• Handle enquiries, complaints, and returns promptly
• Keep CRM up to date (Odoo)

Dedicated VIP Client Manager:

• Act as the personal manager for top-tier clients — full support from order to delivery
• Proactively reach out with reorder reminders, seasonal offers, and new products
• Personalised service: know their preferences, order history, and special requests
• Fast response — VIP clients don’t wait

Operations:

• Coordinate logistics (DPD, couriers)
• Oversee the full order cycle: payment → packing → delivery
• Provide weekly reports on orders and issues

Requirements Must Have:

• Fluent English (C1/C2) — written and spoken. You will communicate directly with UK-based clients
• Reliable, uninterrupted internet access — the role requires constant connectivity with clients and systems
• Availability to work UK hours (9:00 AM — 6:00 PM GMT/BST)
• 2+ years of experience in e-commerce, order management, or account management
• Strong attention to detail — working with premium clients leaves no room for mistakes
• Self-starter mentality — the founder focuses on strategy, so we need someone who independently handles day-to-day operations
• Comfortable working with CRM systems (we'll train you on Odoo)
• Upselling skills — this is not just order processing, it’s about growing revenue with every interaction

Nice to Have:

• Experience in food, FMCG, or luxury sectors
• Familiarity with Shopify
• Russian language skills

What We Offer

• Fully remote work from anywhere in the world
• A role in a fast-growing brand
• Direct impact on the business — you’re not a cog in the machine, you’re a key player
• A product you can be proud of — premium caviar and delicacies
• Career growth with the company — opportunity to become Head of Operations
• Fixed salary + KPI bonus (% of sales)