General Manager - Commercial & Client Relations

Company Description

PDS Direct LTD is a leading UK Next Day Fragile Distribution Business, specializing in serving prominent clients in the bathroom industry. We also offer warehousing and a full pick/pack service for next day delivery. Additionally, our European operation primarily serves the medical industry with a daily linehaul to and from Europe. We operate out of Portway Road, Oldbury, West Midlands, United Kingdom.

Role Description

This is a full-time, on-site role located in Oldbury for a General Manager - Commercial & Client Relations. The General Manager will oversee daily operations, including managing teams, strategic planning, and financial oversight. This role involves direct client interactions to maintain and develop commercial relationships. Responsibilities also include setting performance objectives, ensuring compliance with industry standards, and financial planning.

Job Summary

We are looking for a dynamic and strategic General Manager – Commercial and Client Relations to lead our commercial operations and strengthen client relationships within the transport and logistics sector. The ideal candidate will oversee business development, key account management, service delivery, and revenue growth, while ensuring a high level of customer satisfaction and operational efficiency.

Key ResponsibilitiesCommercial Strategy & Growth

Ø Develop and execute the commercial strategy to drive revenue and profit growth across key service areas.

• Identify new business opportunities and market segments within the transport sector.
• Prepare, negotiate, and manage high-value contracts, tenders, and service-level agreements (SLAs).
• Conduct regular market analysis to remain competitive in pricing, services, and trends.

Client Relationship Management

• Build and maintain strong, long-term relationships with clients, partners, and key stakeholders.
• Act as the main point of contact for top-tier clients, ensuring service excellence and proactive issue resolution.
• Develop client retention strategies, satisfaction surveys, and feedback loops.
• Represent the company in client meetings, industry events, and networking opportunities.

Operational Oversight

• Work closely with operations and logistics teams to align service delivery with client expectations.
• Monitor KPIs such as delivery performance, fleet utilization, and customer satisfaction
• Drive continuous improvement across customer service and operational processes.

Team Leadership

• Lead and mentor the commercial and client relations team, setting clear goals and performance targets.
• Foster a culture of accountability, collaboration, and customer-centric thinking.
• Provide training and development for team members in sales, negotiation, and relationship management.

Financial Management

• Set and manage annual commercial budgets and forecasts.
• Track revenue performance against targets and take corrective action as needed.
• Analyse commercial data (e.g., margin per route/client, sales growth).

Key Skills & Attributes

• Strong leadership and interpersonal skills with the ability to influence at all levels.
• Proven experience in contract negotiation and account development.
• Deep understanding of the transport/logistics industry and client expectations.
• Commercial acumen with a data-driven approach to decision-making.
• Excellent communication and presentation skills.

Qualifications

• Proficiency in General Management and Operations Management
• Strong Finance skills including budget management and financial planning
• Experience in Strategic Planning and setting performance objectives
• Exceptional Team Management and leadership abilities
• Excellent communication and interpersonal skills
• Ability to work on-site in Oldbury
• Bachelor's degree in Business Administration, Management, or related field
• Experience in the distribution or logistics industry is a plus
• Familiarity with transport planning tools, CRM systems, and logistics KPIs.

Reporting To

• Managing Director

Work Hours

• Full-time, typically Monday to Friday (flexibility required for client needs)

Work Hours

• Full-time, typically Monday to Friday (flexibility required for client needs)

Location

• Head Office