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This is an exciting opportunity to oversee and lead a small but growing accounts team (currently two people), with a focus on training, development, and expansion. We're looking for someone who is ready to take full ownership of the client experience, review and improve existing processes, and ensure exceptional management of client relationships.
You’ll be responsible for implementing more efficient systems, mentoring the team, and building a department capable of scaling with the business. This is a hands-on leadership role, reporting directly to the CEO, offering real autonomy and the chance to make a meaningful impact from day one.
The company makes bespoke clothing for staff within the luxury sector. As Account Manager, you'll be the main point of contact for a portfolio of VIP and High-Net-Worth Individual (HNWI) clients, overseeing every detail from enquiry through to quote sign-off.
What You’ll Be Doing:
Client Relationship Management & VIP Account Handling
* Act as Account Manager for high-profile and VIP clients, delivering an elevated level of service.
* Handle bespoke requests with confidentiality, speed, and discretion.
* Provide proactive solutions and real-time updates, ensuring expectations are exceeded.
* Deliver a white-glove experience with timely, consultative service tailored to each client’s needs.
* Maintain strong client retention by building relationships and anticipating needs.
* Mentor and support Account Executives, offering training and guidance on best practices.
* Monitor team workflow and performance, ensuring the highest service standards are met.
* Collaborate with the CEO and COO on refining processes and enhancing team efficiency.
* Play a key role in onboarding and developing new team members.
Project Coordination & Communication
* Ensure seamless communication with clients via email, phone, and WhatsApp.
* Coordinate with internal teams to track order progress and manage logistics.
* Update CRM systems and maintain accurate client records to ensure continuity and clarity.
* Prepare accurate, thoughtful quotes reflecting previous orders and bespoke requirements.
* Identify upselling opportunities by introducing new products, seasonal lines, or updated designs.
* Track and report revenue against targets, and implement strategies to close any gaps.
* Produce regular reports on team activity and revenue performance.
* Contribute to department strategy, new processes, and IT system enhancements.
About You:
* Experience in account management, ideally in luxury fashion brand or working with HNWI's
* Experience training, mentoring and developing a team
* Experience implementing processes and systems and improving the customer journey
* Exceptional interpersonal and communication skills with a confident, client-first approach.
* Proactive, well-organised and capable of managing multiple projects under pressure.
* Tech-savvy, with experience using CRMs and Google Workspace.
* Willingness to travel for meetings and international events when required.
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