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.