Order Management Associate

Your responsibilities include, but are not limited to:

• Act as a primary operations contact for key partnerships
• Manage end-to-end order operations in line with partner agreements and process guidelines
• Proactively share updates with external stakeholders, addressing changes and resolving issues promptly
• Collaborate with internal teams (i.e, logistics, payments, tech) to ensure smooth and timely execution of partner commitments, discover opportunities to improve processes and deliver a superior partner experience
• An accurate and timely response through all communication channels, including email, live chat and partner platforms.
• Resolve partner or customer complaints effectively and escalate issues where necessary
• Drive and achieve KPIs related to client satisfaction, partner performance, and operational excellence
• Ensure high standards of tone and language in all written and verbal communications to customers and internal stakeholders
  

Minimum Skills Required:

• Excellent communication skills in English (written and verbal)
• Proven experience in a client-facing role such as partnerships, account management, or customer success
• Strong organisational and analytical skills with attention to detail
• Familiarity with customer service tools (e.g., Intercom, Zendesk, or similar)
• Ability to balance multiple client accounts/projects in a fast-paced environment
• Relationship-driven, empathetic, and able to build trust with diverse stakeholders
• Strong problem-solving abilities with a proactive "can-do" attitude
• Comfortable working cross-functionally to deliver client outcomes
  

Desired Skills & Experience:

• 2-5 years' experience in client operations or customer success roles
• Background in high-growth companies, tech start-ups, or service-oriented industries
• Proven success in managing B2B or B2C client relationships
• Experience in improving processes to enhance partner and customer satisfaction
• An analytical mindset with the ability to turn data into insights
• Flexible, adaptable, and able to thrive in dynamic, evolving environments
• Highly motivated, empathetic, and eager to contribute to both client and company growth
  

Work Schedule and Patterns:

• 9-hour shift (8 working hours)
• 5 days a week (2 week-offs based on rota)
• Rotational Shifts - including night
• Office-based role