Client Success & Business Operations Manager

We are a luxury multi-label bridal boutique headquartered in Singapore, serving discerning local and international brides. As the business pivots towards regional expansion, we are professionalising our operations, closing gaps in technology, systems, and client experience, and building a team capable of scaling with us.

This role is for someone who thrives in fast-moving, high-ownership environments, and wants to shape how a premium brand operates behind the scenes.

As Client Success & Business Operations Manager, you will own the end-to-end client journey beyond the fitting room, while designing and optimising the systems that support it. You will sit at the intersection of Client Success, CRM, Operations, and Commercial Performance.

You are not here to maintain the status quoyou are here to build, fix, and scale.

Client Success & Inquiry Ownership

• Own and manage all client inquiries across WhatsApp, Instagram, website, email, and international channels
• Ensure response speed, quality, and tone meet luxury brand standards
• Act as the escalation point for high-value, international, or complex clients

CRM, Tech & Automation

• Own and optimise CRM systems using Zoho, Airtable, and Excel
• Improve pipelines, workflows, reminders, and automation
• Ensure data accuracy and visibility across teams
• Identify and implement tech solutions to reduce manual work and improve efficiency

Process, SOPs & Systems

• Design and enforce SOPs for client inquiries, follow-ups, and internal workflows
• Translate complexity into scalable, repeatable processes
• Train teams and ensure adherence to systems

Commercial & Business Support

• Own pipeline health, follow-ups, and conversion quality
• Support closing strategy and client progression
• Analyse data to identify drop-offs, inefficiencies, and growth opportunities
• Prepare performance insights for management

Regional, Strategic, Business analysis and admin Support

• Support regional expansion and international client workflows
• Adapt systems for cross-border clients, longer timelines, and different markets
• Work closely with leadership to drive operational excellence

• 58+ years of experience in Client Success, Operations, CRM, or Business Operations
• Strong hands-on experience with Zoho, Airtable, Excel, and automation tools
• Comfortable owning systems, decisions, and outcomes
• Strong commercial instincts and understanding of pipelines and closing
• Experience in luxury retail, hospitality, premium services, or high-ticket environments preferred
• Structured, decisive, and resilient in fast-paced environments

• Be part of a regional growth journey, not a static local role
• High ownership, high visibility, and real impact
• Work directly with senior leadership
• Opportunity to grow into Head of Client Success / Business Systems