Client Relations Manager

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.

• 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

• 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

• 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.

• 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

• Microsoft Excel (data tracking, basic formulas)
• General computer systems and web-based tools
• Comfortable working in a fast-paced, evolving environment

• 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