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.
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