Client Services Manager

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia SG Support Full time

SG Support WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Client Services Manager

SG Support is looking for an ambitious Client Services Manager with at least 5 years of experience in consulting, finance, project management, or professional services. You will be the key driver of strategic success, working closely with global charities, sales agencies, and internal teams to shape and implement data-driven fundraising strategies. This role offers the opportunity to own meaningful projects, enhance stakeholder relationships, and directly contribute to business growth in a dynamic, international environment.

If you have exceptional communication skills, a consulting mindset, strong analytical abilities, and a knack for driving results, this is your opportunity to make a meaningful impact in your career

Responsibilities

  • Manage a portfolio of charity partners and sales agencies within designated territories (country/region), ensuring seamless communication and top-tier service delivery across multiple channels (email, Zoom, Teams, phone and messaging platforms).
  • Act as a strategic advisor, deeply understanding charity partners' goals and challenges while providing data-driven solutions aligned with service level agreements, internal budgets and operational feasibility.
  • Develop and present tailored, high-quality presentations using PowerBI dashboards and static reports for performance reviews, strategic planning, and operational optimisations, both on a recurring or ad-hoc basis.
  • Track and report charity feedback on service quality and process improvements to the Head of Client Services and/or Executive Management Team, while maintaining strong client relationships.
  • Travel domestically or internationally to strengthen relationships with charity partners, enhance engagement and provide a personalised client experience.

Project Coordination and Stakeholder Engagement

  • Lead cross-functional projects, collaborating with internal teams to resolve charity-specific issues, implement new strategies and improve operational efficiencies.
  • Own the end-to-end onboarding process, ensuring seamless integration of new charity partners and sales agencies into our systems and workflows.
  • Maintain a thorough understanding of our internal processes, continuously upgrading knowledge on new systems, and workflows that can improve service delivery and operational efficiency.
  • Mentor and provide guidance to the Client Services Executive, fostering a culture of excellence and continuous improvement.

Business Development

  • Convert high-potential leads into long-term partnerships through tailored proposals and consultative conversations.
  • Identify opportunities for upselling and service expansion, maximising value for both the charity and SG Support.
  • Develop compelling business proposals, including detailed scopes of work and pricing, derived from financial models and feasibility assessments.
  • Stay ahead of market trends and competitor activities, contributing to our growth strategy and ensuring our service offering remains competitive and cutting-edge.

Compliance

  • Develop a strong understanding of the legal and financial frameworks, including data protection regulations such as GDPR, PDPA, PCI, and other compliance requirements relevant to our company and charity partners.
  • Collaborate with legal teams to draft, review, and execute contracts, ensuring clarity, risk mitigation and alignment with business objectives.

Requirements:

  • A Bachelor's Degree in Business, Economics, Finance or a related field.
  • At least 5 years' experience in consulting, finance, project management, or professional services.
  • Experience in a subscription-based business is a significant advantage but not mandatory.
  • Experience in the charity/non-for-profit sector, especially fundraising is a significant advantage but not mandatory.
  • Experience in sales is an advantage but not mandatory.
  • Proficiency with Customer Relationship Management (CRM) systems or Microsoft PowerBI is an advantage but not mandatory.
  • Strategic & Analytical Thinker – You see the big picture but also dive into the details to drive data-informed decisions.
  • Exceptional Communicator & Influencer – You connect naturally with people, build strong relationships, and can confidently engage senior stakeholders.
  • Proactive & Resourceful – You take ownership, solve problems independently, and always find a way to get things done.
  • Team-Oriented & Adaptable – You thrive in collaborative environments but are equally effective working autonomously with minimal supervision.
  • Strong Business & Commercial Acumen – You understand complex processes, analyse data, review contracts, and develop cost models to drive strategic decision-making.
  • Highly Organized & Results-Driven – You juggle multiple priorities effortlessly, manage time effectively, and execute flawlessly under pressure.
  • Committed to Growth – You seek continuous personal and professional development, always looking for ways to improve and stay ahead.
  • Tech & Data Savvy – You're proficient in Microsoft Office (PowerPoint, Word, Excel) and comfortable working with data visualization tools like PowerBI.
  • Fluent in English (additional languages are a plus).
  • Willing and able to travel domestically or internationally at least once per quarter or as required.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Strategy/Planning, Business Development, and Sales

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