Operations Client Manager

Platform Operations Porto, Portugal


The Role:

We are looking for an Operations Client Manager to be a trusted advisor to Black & White clients, addressing their business needs, strategic goals, and operational (recommended) targets. You are responsible for ensuring that all operational/technical activities are closely aligned with the strategy for each partner, allowing the full potential of the partnership to be achieved. You will design, plan, implement and/or support solutions that will drive partners to achieve operational success with Black & White. You will work in alignment with the E-Commerce specialists, being the main points of contact to the brand.


What you’ll do:


  • Be the champion client engagement by developing relationships with the client’s key decision makers when it comes to Operational matters (Payments & Fraud, Shipping & Delivery, Order fulfilment, Customer Service);
  • Manage onboarding effectively so that the foundations of the partnership are well established since the website launch;
  • Lead the development of operational solutions based on client requirements or opportunities that you may identify;
  • Focus on continuously delivering business & technical value as the partnership evolves, involving different stakeholders when required;
  • Support partners with speed, quality and service on every communication channel;
  • Autonomously identify and solve operational problems related with our back-office tools or involve other teams when required
  • Drive partner satisfaction by providing effective and reliable support;
  • Be the internal voice of clients from an operational perspective; that includes monitoring internal SLAs so that we provide a world-class service;
  • Work closely with the E-Commerce specialists, aligning the actions and working as a team;
  • Monitor operational KPIs, trend spot brand’s behaviors, and proactively seek solutions for recurring issues;
  • Constructively challenge clients to improve their operational processes;
  • Develop and implement tailored success plans maximizing client’s performance;
  • Anticipate business risks based on existing data and historical behaviors and implement corrective measures;
  • Build and present monthly/quarterly/seasonal business reviews;
  • Focus on a specific portfolio of clients according to Head of Operations guidelines


Who you are:

  • Experienced in a B2B environment;
  • Passionate for providing exceptional service to both internal and external customers;
  • A professional with excellent verbal and written communication skills with all levels of the organization;
  • Organized with action planning skills;
  • Detail-oriented, with an aptitude for process optimization;
  • A professional with Analytical mindset and ability to extract, interpret and storytell data;
  • Empathetic and with an unique ability to extract and understand customer needs;
  • A professional with proven experience in implementing successful strategies and achieving ROI and other measures of success;
  • Capable to multi-task and shift focus as required, with an excellent sense of prioritization and timing;
  • Independent, self-sufficient, and also with strong inter-personal skills;
  • Able to work under pressure in a fast-paced environment;
  • Able to work across teams with a collaborative approach;
  • A professional with commercial sense and problem-solving skills;
  • Experienced in Retail operations;
  • Experience in and knowledgeable of E-commerce;
  • A professional with an understanding of luxury customers (is a plus)
  • 3 years’ experienced in success/account management environment (sales can also be considered);
  • Fluent written and spoken English (C level);
  • A professional with advanced Microsoft Excel and Microsoft Powerpoint skills.