Client Account & Operations Manager (Merchandise)

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

Yêu cầu công việc

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.

Quyền lợi

• Chăm sóc sức khoẻ: Premium healthcare insurance
  Annual health check-up
• Nghỉ phép có lương: 16 days of annual leave and 06 days of sick leave
• Căn-tin: Lunch allowance