Client Account & Operations Manager

This role is responsible for ensuring operational excellence and delivering outstanding client service while leading the Sales Support team to achieve business objectives. The position plays a critical role in optimizing workflows, driving team performance, and overseeing end-to-end order management, production coordination, and client servicing activities.

I. Job Description:

Team Leadership & Management

• Support the overall management and day-to-day operations of the Sales Support team as the second-in-charge.

• Foster a high-performance, collaborative, and accountable team culture through ongoing coaching, mentoring, and performance feedback.

• Oversee team workload allocation, resource planning, and capacity management to ensure operational efficiency and business continuity.

• Develop team capabilities and support succession planning initiatives.

Process Improvement & Strategy

• Analyze existing workflows to identify operational gaps, inefficiencies, and opportunities for improvement.

• Implement process enhancement initiatives to improve productivity, accuracy, and service quality.

• Establish and maintain standardized operating procedures and ensure adherence to best practices.

• Collaborate with senior stakeholders to align operational strategies with overall business objectives.

• Contribute to system enhancement and digital transformation initiatives.

Order Processing & Operations

• Oversee the end-to-end order lifecycle: pre-sale, quotation, order processing, production, and delivery.

• Ensure all orders are processed accurately, timely, and aligned with client expectations and service standards.

• Monitor work-in-progress (WIP), inventory, sales programs, and system data integrity.

• Coordinate closely with cross-functional teams including Warehouse, Production, Studio, IT, Finance, and Ecommerce teams to ensure seamless operations.

Client & Account Management

• Act as the escalation point for clients and Account Managers in Australia.

• Ensure consistent delivery of high-quality client service across all touchpoints.

• Build and maintain strong working relationships with both internal and external stakeholders.

• Proactively identify operational risks, resolve issues, and recommend solutions to enhance client satisfaction and business performance.

Cross-functional Collaboration

• Act as the key coordination point across departments to ensure smooth execution.

• Align internal teams with client priorities, timelines, and business requirements.

• Support strategic projects and business expansion initiatives when required

Working hour: 6AM - 3PM, Mon-Fri

II. Job Requirements:

• Minimum 6–8 years of experience in Client Account Management, Operations, or related functions.

• Minimum 4 years of experience in a leadership, supervisor, or team management role.

• Experience in merchandise, apparel, or supply chain-related industries is highly preferred.

Leadership Skills

• Proven leadership and people management capabilities with the ability to motivate, coach, and develop high-performing teams.

• Strong stakeholder management and communication skills, particularly within an international business environment.

• Excellent problem-solving, analytical thinking, and decision-making abilities under pressure.

• High level of ownership, accountability, and adaptability.

• Excellent verbal and written English communication skills.

Project & Change Management Skills

• Strong organizational, project management, and multitasking capabilities.

• Hands-on experience driving process improvement, operational excellence, and change management initiatives.

• Ability to manage multiple priorities effectively in a fast-paced environment.

What we can offer :

• A dynamic and international working environment, partnering with globally recognised brands and high-profile clients across multiple markets.

• Exposure to premium, fast-paced client work within the merchandise, apparel, and brand experience industry.

• The opportunity to lead, influence, and help shape a growing team and function.

• Ongoing training and development opportunities, including the opportunity to travel to Australia for training and office collaboration.

• Competitive salary and benefits.