Client success / Operations manager

Client Success & Operations Manager

Role Purpose

The Client Success and Operations Manager serves as the primary operational partner for brands working with Crème Fulfillment. This role is responsible for onboarding new clients, managing daily operational communication, and ensuring that all fulfillment workflows run smoothly and efficiently.

This individual acts as the central bridge between warehouse operations, the Crème sales team, and brand partners. By proactively managing inventory communication, order flow, and operational setup, the Fulfillment Client Operations Manager ensures a high-touch, white-glove fulfillment experience for every brand partner.

Core Responsibilities

1. Brand Onboarding & Implementation

This person will own the operational onboarding of new warehouse clients.

Responsibilities include:

• Leading onboarding calls with new brand partners
• Gathering operational requirements (SKUs, packaging, shipping requirements, integrations, etc.)
• Coordinating system setup within the warehouse management system
• Establishing receiving procedures and inventory protocols
• Communicating fulfillment SLAs and operational expectations
• Training brand partners on operational workflows and communication channels
• Ensuring a smooth first inbound inventory delivery and first order shipment

This role ensures every brand launch into the warehouse is organized, professional, and frictionless.

2. Client Communication & Relationship Management

• Serve as the primary day-to-day operational contact for warehouse clients
• Respond quickly to emails and Slack messages
• Provide proactive updates regarding inventory levels, inbound shipments, and order flow
• Build strong relationships with brand partners through responsive, solution-oriented communication
• Maintain high client satisfaction and trust

3. Sales Team Collaboration

Because Crème combines sales representation and fulfillment, coordination between the two teams is critical.

This role will:

• Work closely with the Crème sales team on client management and inventory planning
• Monitor stock levels (with Inventory Lead) to ensure sales teams have accurate availability information
• Communicate potential inventory issues before they impact sales
• Coordinate fulfillment requirements for retail partners and wholesale orders

4. Fulfillment Operations Coordination

• Partner closely with Danny and the warehouse team to manage operational workflows
• Monitor receiving schedules and order fulfillment timelines
• Help resolve inventory discrepancies and shipment issues
• Identify opportunities to improve operational efficiency

5. Hands-On Warehouse Support

This role is based within the warehouse environment and requires a collaborative, team-first attitude.

During high-volume periods or operational emergencies, this person will support warehouse activities including:

• Receiving inventory
• Breaking down cartons
• Kitting and assembly projects
• Picking and packing orders

Crème Collective believes in teamwork at every level, and this role requires someone who leads by example.

Ideal Candidate Profile

Experience

• 5–10 years experience in operations, logistics, fulfillment, or client success
• Experience in 3PL, retail distribution, beauty, or e-commerce fulfillment strongly preferred
• Experience onboarding new clients or managing operational implementations

Skills

• Exceptional communication and customer service skills
• Strong project management ability
• Highly organized with strong attention to detail
• Comfortable managing multiple stakeholders and priorities
• Strong problem-solving mindset

Personality Traits

• proactive
• calm under pressure
• collaborative
• relationship-driven, customer service centric
• operationally minded

Reporting Structure

Reports to:

Director of Warehouse Operations (Danny)

Works closely with:

• Warehouse team
• Sales team
• Finance team
• Brand partners

Pay: $80,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Work Location: In person