tms • London

Senior Account Manager-EMEA

Employment type:  Full time

1–2 days/week at home

Core hours 10–4

Dog friendly

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Job Description

if you are interested in this role please reach out to harley.marjoram@tmsw.com


tms unites technology, marketing, and sourcing to drive transformational change for the world’s leading brands. With 1,200+ employees across 26 countries, we offer an impressive range of solutions – from inspiration and innovation to category management and delivery.

Operating as a creative agency, a strategic consultancy, a sourcing business, and a technology provider, we engage with over 110 million customers every single day for our clients, including Starbucks, T-Mobile, O2, McDonald’s, and adidas.

Most importantly, we're a place where you can achieve great things, and be recognized as the best.


Breakthrough, business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. Authenticity and diversity are critical elements of our business. They can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving.

tms is a place where brilliant people are better together. If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity, bring us your voice! Visit us at tmsw.com.


The Senior Account Manager will sit within our Global Merchandise Services (GMS) team. GMS helps brands bring their fan communities products that unleash badge-wearing potential, so the people who love them most can love them even more.

Through reimagining products and merchandise, designing innovative industry-leading solutions, and developing in-demand products, we spark an emotional connection with consumers and have a lasting impact on people, business, and the planet. We want you to be part of it!

The Senior Account Manager EMEA will be passionate about project management and relationship building, product, process, and people.

This leader and team player brings proven skills in strategy execution, program development and organizational process. He or she works with cross-functional teams to improve our relationships and support growth opportunities for the GMS EMEA business in partnership with the Starbucks EMEA organization and other customers.

While working together with internal and external teams, the ideal candidate models strong communication skills and quickly recognizes and clears holdups within the company and customer organizations, moving opportunities forward. He or she has exceptional organization, problem-solving, prioritization and communication skills and builds high quality relationships that provide a platform for influencing individuals at all levels in the organization.

The Senior Account Manager EMEA applies program and project management and new product introduction best practices. Managing multiple programs concurrently and often in the face of great ambiguity, he or she models composure, professionalism and a bias towards action and results while fostering teamwork, alignment around common goals and adept conflict resolution.

Finally, we guarantee that you will make a difference. Because we help our people achieve their goals.

So come here to experience. To experiment. To make mistakes. To challenge your own limits.


Account Management

  • Key point-of-contact for customer, leading day-to-day customer relationship management.
  • Builds, nurtures, and develops customer relationships through meeting customer's deliverables, supporting needs, gaining trust, and exceeding expectations.
  • Gains and showcases deep understanding of our customer's Brand, strategy, and priorities.
  • Proactively gains and showcases full understanding of customer's business, market needs and decision-making approach.
  • Proactively gains and showcases a solid understanding of customer's consumer in region and market.
  • Influences others both externally and internally.
  • Partners, supports, and guides key stakeholders and cross-functional team members on customer needs, processes, back-end support, timelines and deliverables so projects are completed on time and in full.
  • Proactively provides timely project status information and contact reports for line manager and cross-functional team.
  • Proactively maximises business performance and opportunities.
  • Develops process requirements, builds alignment of stakeholders, constructs timelines and deliverables, manages regular cadence meetings to keep projects on time.
  • Leads the execution of EMEA account management and service level plan, schedule of deliverables, and financials aligned with business performance goals. Guides and supports the EMEA Sales Operations team to align with deliverables and meet customer needs.


  • Builds collaborative relationship with team members, peers and managers.
  • Advocates for the customer/consumer.
  • Communicates effectively, both orally and in writing.
  • Expresses ideas with clarity, confidence, and logical reasoning.
  • Influences others to deliver results, escalates risks and opportunities to leadership, documents proven results and lessons learned, creates, and delivers clear presentations to all levels of the organization.


  • Demonstrates excellent organizational skills and attention to detail.
  • Continuously showcases processes knowledge and compliance.
  • Proactively contributes to process improvements.
  • Partners, aligns, and collaborates with cross-functional team so projects are executed and delivered on time and in full.

Strategic Direction

· Contributes to, and aligns with, business strategies and goals.

The all-important numbers bit

· Contributes to, and achieves Financial Targets for Business Unit Revenue, Gross Margin and Contribution Margin.

People & Community

  • Achieves individual objectives and contributes towards delivering team goals.
  • Strives for continuous improvement. Set and delivers personal development goals.
  • Contributes to our organization's culture by role modelling company values and support efforts on CSR and DE&I activities.
  • Leads, supports and manages direct and dotted line reports, ensuring they are set up for success and achieve their goals.


  • Bachelor’s degree in sales and/or business management, or other relevant discipline required, Master’s in Business Administration a plus.
  • 5+ years’ experience in account/customer relationship management, business development, revenue generation, project management and planning and execution.
  • 3+ years’ experience working with teams and customers across regions and time zones.
  • Working well under pressure and effectively with individuals and groups at all organizational levels, building relationships grounded in trust, candor and transparency.
  • Ability to lead your team to adapt quickly to changing business needs and deadlines.
  • Able to travel internationally as required to support customer needs.
  • Strong IT skills (MS Outlook, Word, PowerPoint, Excel).

And we’d love you to…

  • Have great presentation skills (writing and delivering).
  • Possess strong financial foresight.
  • Be fantastic at project and resource management.
  • Work well under pressure.
  • Have a solid understanding of the Informal Eating Out sector, FMCG and retail sectors, including product development, go-to-market strategies, product launch and fulfilment.

Any of the following would be a plus

  • Experience in development and/or delivery of Brand and/or Retail Product Programs.
  • Additional languages.

Company benefits

Open to part-time employees
Teambuilding days
Company shutdown periods – Christmas Shutdown Period
25 days annual leave + bank holidays
Dog friendly office
Open to part time work for some roles
Summer hours
Early finish Fridays
Mental health days
Season ticket loan
Cycle to work scheme
Meditation space
Fully stocked snack cupboard
Annual bonus
Life assurance
Employee assistance programme
Lunch and learns
Employees are very happy with their working location freedom
Employees are largely happy with the flexibility in the hours they work
Employees are largely happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that most people work flexibly
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Employees feel that the diversity is good and there are continued efforts to improve it
Employees feel that the culture supports equity and inclusivity well
Employees enjoy the working environment
Employees feel quite excited about the company mission
Employees feel that their salary is good and matches the value they bring

Working at tms

Company employees


Gender diversity (male:female)

42% Male 58% Female

Office locations

London, Duisburg, Paris, Munich, Chicago, Hong Kong, Seattle, Shangai, Singapore, Tokyo, Beirut.

Hiring Countries

Hong Kong
United Kingdom
United States

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024

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