SG Support Hiring! Full Time Client Services Manager in Federal Territory - Ricebowl

Client Services Manager

ARE YOU LOOKING FOR…

A client-facing, project-driven role where you’ll own a portfolio of high-value clients, drive revenue growth, and contribute to strategic decision-making for both charity partners and internal leadership? This is an opportunity to lead initiatives, shape outcomes, and gain the experience needed to grow into a future leader.

AND ARE YOU SOMEONE WHO…

• Takes ownership across multiple workstreams, from client success and consulting to execution, while proactively investing in their own growth and development?
• Is naturally organised and holds a strong personal standard of excellence, taking pride in delivering visible results?
• Is comfortable working with both people and processes, building strong relationships with clients and internal teams while maintaining a clear focus on outcomes and accountability?

ABOUT THE ROLE

We’re looking for a Client Services Manager to own and manage a portfolio of charity partners, with accountability for performance, retention, and growth. This is not a traditional customer service role, but a hybrid ownership position. You will operate across multiple workstreams, balancing consulting, account management, and project delivery, requiring a well-rounded skillset, a self-motivated mindset, and the ability to independently drive outcomes end-to-end. You will be reporting to the Head of Client Services, whose leadership style balances autonomy and support, empowering individuals to take ownership of their work while staying aligned through open communication and a willingness to learn and improve.

ABOUT SG SUPPORT

SG SUPPORT is the world’s leading full-service, end-to-end regular giving agency, partnering with over 50 charities globally. With more than 20 years of experience and data, we’ve enabled transformational change: building schools and libraries, providing breast cancer screening, supporting conservation efforts and more around the globe. Our core values are: be bold, own it, play as a team, principles over profit, and good vibes only. We’re looking for purpose-driven individuals who share these values to join us.

WHAT YOU’LL BE RESPONSIBLE FOR

Client Management & Success

• Own and manage a portfolio of charity partners across designated markets, ensuring consistent service delivery and strong client relationships.
• Act as the primary point of contact and consultant, understanding charity partners’ goals, proactively identifying opportunities and risks, and translating them into data-driven solutions aligned with SG’s capabilities, budgets, and operational feasibility.
• Develop and deliver client presentations (PowerBI dashboards, reports, and reviews) to communicate performance, insights, and recommendations, on a recurring and ad-hoc basis, virtually and in person.
• Monitor and manage client performance against agreed KPIs and service standards, ensuring timely interventions where needed.
• Travel domestically or internationally to strengthen relationships with charity partners, enhance engagement and provide a personalised client experience.

Revenue Growth & Sales

• Identify and drive upsell opportunities within existing accounts, contributing directly to sales and revenue growth targets.
• Support conversion of new opportunities by working with internal stakeholders to develop proposals, scopes of work, and pricing.
• Stay ahead of market trends and competitor activities, contributing to our growth strategy and ensuring our service offering remains competitive and cutting-edge.

Project Coordination & Execution

• Lead the execution of client-related initiatives and projects, and together with internal teams, ensuring deliverables are followed through to completion.
• Own the onboarding of new clients and setup of campaigns, ensuring smooth integration into SG’s systems and processes.
• Maintain clear and proactive communication with internal teams to resolve client issues, improve workflows, and enhance overall service delivery.
• Maintain a strong understanding of SG’s internal processes and continuously identify opportunities to improve efficiency.
• Mentor and provide guidance to the Client Services Executive, fostering a culture of excellence and continuous improvement.

Compliance & Risk Management

• Develop a working understanding of relevant legal and compliance frameworks (e.g. GDPR, PDPA, PCI).
• Collaborate with legal teams to draft, review, and execute client contracts, ensuring clarity, risk mitigation and alignment with business objectives.
• Ensure client requests and deliverables align with internal policies, contracts, and regulatory requirements.
• Work with internal stakeholders to flag risks and ensure appropriate mitigation.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

• High client scoring, with managed accounts consistently rating service quality at an average of 4/5 or above.
• Contribution to revenue growth through upselling and expansion of existing accounts.
• Trusted leadership and collaboration, with executive leadership, fellow Client Services Managers, and Executives rating support and guidance at 4/5 or above
• Demonstrates deep understanding of SG’s components and internal processes, enabling effective collaboration with cross-functional teams.
• Demonstrates a strong commitment to personal and professional growth.

WHAT YOU’LL BRING

• 5+ years of experience across client success, consulting, account management or project management.
• Experience in driving client success, preferably involving multinational organisations or cross-market accounts.
• Exceptional organisational and time management skills, with the ability to manage multiple workstreams in a structured and disciplined manner.
• Strong strategic, analytical, and problem-solving skills, with experience using data to drive decisions.
• Excellent stakeholder management and communication skills, capable of influencing both clients and internal teams.
• Commercial acumen with experience drafting contracts, financial modelling, or supporting operational planning.
• Tech-savvy with experience in PowerBI, Excel, and PowerPoint.
• Fluent in English; additional languages a plus.
• Willing and able to travel domestically or internationally as needed.
• Passion for purpose-driven work.

MORE ABOUT THE JOB AND CULTURE:

• Our interview process may include conversations with members of our leadership and client services team, as well as scenario-based discussions reflecting real client situations.
• Full-time role with a hybrid working model (minimum 3 days in-office).
• Generous annual leave and access to an Employee Assistance Program (EAP) to support your wellbeing and work–life balance.
• Monthly town halls and an open-office environment that encourage transparency and collaboration.
• A workplace that celebrates diversity and inclusion, where different perspectives are valued.
• A strong learning, development, and coaching culture that supports your growth.