Senior Operations Client Manager

Platform Operations Porto, Portugal


Description

The Role:

 

The Client Management Team mission is to deliver the best value to our B2B clients worldwide, by coordinating specialized teams and drive innovation in E-commerce Operations.

As Operations Client Manager you are expected to be a trusted advisor to Platform Clients (B&W, SoF) in the support phase, 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. You will work in alignment with different teams, such as Commercial, Product, Tech, Production plus several Supply Chain expert teams, allowing you to leverage your skills in areas such as e-commerce, retail and platform solutions.

 

 

What you’ll do:

 

  • Manage the most important and complex Platform client portfolio;
  • Coordinate the Supply Chain expert teams in order to deliver the SLA and KPIs agreed with Platform Clients;
  • Identify and manage Client risks and opportunities based on the process and the P&L analysis;
  • Troubleshoot client operation issues;
  • Support the internal continuous processes improvement;
  • Be a champion in client engagement by developing relationships with the client’s key decision-makers when it comes to Operational matters;
  • Drive partner satisfaction by providing effective and reliable support. You will be in charge of the Client Satisfaction metric;
  • Build and present monthly/quarterly/seasonal business reviews

 

Who you are:

  • A professional with excellent verbal and written communication skills with all levels of the organization;
  • Independent, self-sufficient, and also with strong negotiation skills;
  • Experienced in operational troubleshooting;
  • Capable to multi-task and shift focus as required, with an excellent sense of prioritization and timing;
  • Disciplined and organized;
  • Detail-oriented with an aptitude for process optimization;
  • 5 years experience in B2B success/account management environment (sales can also be considered);
  • Fluent written and spoken English - C level;
  • A professional with advanced Microsoft Powerpoint skills;
  • Experience in and knowledgeable of E-commerce Operations;
  • A professional with an understanding of luxury customers (is a plus);
  • Fluent written and spoken Italian - B level (is a plus);