We are seeking a dynamic and relationship-driven Client Relations Manager to lead client partnerships, drive satisfaction, and support revenue growth. This role is responsible for managing key accounts from onboarding through execution, ensuring a seamless and elevated client experience across all projects and events.
This role sits at the intersection of sales support, account management, and operations, ensuring a seamless experience for our customers while maintaining internal alignment across ordering, production, and delivery timelines. The ideal candidate is detail-oriented, proactive, and thrives in a fast-paced environment where accuracy and communication are critical.
Key Responsibilities
Project & Account Oversight
- Oversee client projects from concept through execution
- Coordinate with internal teams (creative, production, logistics) to ensure timelines and deliverables are met.
- Manage client expectations, approvals, and feedback throughout the process.
- Identify opportunities to upsell, cross-sell, and expand client partnerships
- Support new business development through client referrals and relationship expansion
- Contribute to revenue growth by maximizing account potential
Event & Activation Execution
- Support or attend key events to ensure flawless execution and client satisfaction
- Act as a liaison between client and on-site teams during activations
- Troubleshoot and resolve issues in real time
Reporting & Communication
- Provide regular updates on project status, timelines, and key milestones
- Track account performance, client feedback, and opportunities for improvement
- Maintain organized records of client communications, orders, and deliverables
- Serve as the primary point of contact for clients, guiding them through customization options, design selections, and accessory choices.
- Manage the full lifecycle of custom orders from initial consultation through delivery and event execution.
- Create and process customer invoices accurately and in a timely manner.
- Build and distribute order forms (Typeform or equivalent) and ensure all required customer information is complete and accurate, including sizing, customization details, and shipping addresses.
- Translate customer requirements into clear, actionable order details for operations, including submitting finalized shoe lists for procurement and production.
- Track and manage order timelines, ensuring all deadlines are met to support customer delivery dates and events.
- Proactively communicate order status, risks, and updates to both clients and internal teams.
- Coordinate closely with operations to monitor progress, resolve issues, and ensure alignment across teams
- Plan and coordinate onsite events, including developing and managing Run of Show documentation.
- Ensure all event logistics, materials, inventory, and staffing needs are organized and executed successfully.
- Maintain accurate records and documentation across all orders and client interactions.
Required Skills & Qualifications
- Strong organizational and project management skills with high attention to detail
- Excellent communication skills (both client-facing and internal)
- Ability to manage multiple orders and deadlines simultaneously
Proficiency in:
- Microsoft Excel (data tracking, basic formulas)
- General computer systems and web-based tools
- Comfortable working in a fast-paced, evolving environment
What Success Looks Like in This Role
- Orders are accurate, complete, and processed without rework
- Customers feel supported, informed, and confident throughout the process
- Events run smoothly with clear planning and execution
- Internal teams receive clean, actionable information with minimal back-and-forth
- Deadlines are consistently met or proactively managed
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