Account & Project Manager | Creative Merch Agency

2 days ago

Cape Town, Western Cape, South Africa Custom95 | Merchandise Agency Full time R250 000 - R500 000 per year


Core Purpose

You are the bridge between
clients
,
suppliers
, and
our internal team
. You anticipate issues before they arise, communicate proactively, and take pride in transforming ideas into tangible results that delight.


Key Responsibilities

Account Management

  • Act as the main point of contact for assigned clients.
  • Build long-term relationships that drive repeat orders.
  • Understand brand needs, campaigns, and tone — translate that into merch ideas.
  • Proactively upsell & cross-sell based on upcoming events, campaigns, and seasons.
  • Ensure customer satisfaction (NPS 8+).

Project Management

  • Take ownership of projects after deal confirmation.
  • Manage all details: product specs, artwork, samples, pricing, production, shipping, and invoicing.
  • Align closely with Creative & Operations on designs, deadlines, and logistics.
  • Coordinate with suppliers to ensure flawless execution and proactive communication.
  • Own the full customer experience from first contact to happy delivery. You manage relationships, timelines, and details — ensuring every merch project runs smooth, on-brand, on-time, and profitable.
  • Track every step in our CRM.
  • Ensure projects meet margin & delivery targets and quality standards.

Process & Communication

  • Keep customers updated at every phase — no surprises.
  • Create clear briefings for Creative & Operations.
  • Ensure all documents, mockups, and confirmations are uploaded correctly.
  • Spot inefficiencies and improve workflows with the team.
  • Collaborate to develop best practices and SOPs for project flow.

Quality & Delivery

  • Double-check products before shipping (photos, QC, packaging).
  • Follow up on deliveries with customers to confirm satisfaction.
  • Manage issues or delays calmly, clearly, and proactively.
  • Collect photos, testimonials, and stories for marketing.


Success Metrics

  • 8+/10 average customer satisfaction
  • 25% repeat customer rate within 6 months
  • Account revenue growth
  • Clean CRM


Ideal Profile

  • 2+ years of experience in account/project management (agency, event, production, or creative environment).
  • Organized, proactive, detail-obsessed, and commercially sharp.
  • Thrives in fast-paced, creative chaos but brings structure and calm.
  • Excellent communicator ( English).
  • Loves great brands, design, and tangible products.
  • Problem solver. Ownership mentality. Gets things done.


You'll Love This Role If You

  • Like combining
    people + process + creativity
    .
  • Get energy from seeing your project go from
    idea → product → client's hands
    .
  • Love working with bold brands (think FMCG, Tech, Festivals, Agencies).
  • Want freedom, trust, and responsibility → no corporate bullshit.
  • Enjoy improving systems and build/scale together with the team.


What's in it for you

  • Competitive salary + performance bonus
  • Fast-growing agency with global clients
  • Growth path toward
    Account Lead

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