Account & Operations Manager

Start Date

ASAP

Compensation

Competitive

Description of Role

First and foremost, communication is at the core of this job! Our clients are youth clubs, schools and grassroots organizations who have handed us money for something that doesn't exist yet, and the difference between a positive experience and a negative one is usually just how well they were kept in the loop. That means replying to emails quickly, telling clients about a delay before they have to ask, and picking up the phone when a five minute call will save a fifteen email thread.

You'll spend half your day coordinating with our manufacturing partners, London office and clients across the US; you’ll spend the other half on your feet, receiving shipments and packing orders. You will need to take ownership of timelines, logistics and customer satisfaction. 

We're a small team running a growing brand, so everyone is given the opportunity to tackle a wide variety of work, assume considerable responsibility, and make a real impact. In other words, we're looking for someone hungry to get stuck in and make the most of the role!

This role is a full-time, in-person position in our Philadelphia office. You will spend two weeks at the beginning of your role undergoing training in our London office.

Summary of Responsibilities

CLIENT COMMUNICATION AND PROBLEM SOLVING

This is what your success in this role will be judged on, above all else! When a client comes to us with a question or a concern, you’ll be expected to find the answer and get back to them quickly, in the Icarus voice: direct, warm and free of corporate filler. To be able to answer any question yourself and action any solution, you will need to:

• Communicate quickly and clearly with our UK team, clients and manufacturing partners abroad.
• Build complete familiarity with our CRM and project management software so that you can easily locate information (e.g. tracking, order details, deadlines).
• Learn the entire Icarus system (e.g. how orders are manufactured, how re-orders are processed, how refunds are processed) so that most problems can be solved without needing to escalate them.
• Anticipate problems early so that they can be resolved before they reach the client (e.g. a delay early in the production process that could impact a delivery timeline).
• Be comfortable with lots of email communication and jumping on the phone or meeting clients in person on short notice. You will be the primary contact for customers if they have a question or a problem.
• Build strong relationships with customers.

PACKAGING AND FULFILMENT

• Keep our office, inventory and shipping areas clean and organized.
• Regularly receive, unpack, organize, pack, and ship physical inventory.
• Ensure orders leave our office accurately and on schedule. Any problems should be caught and fixed before an order ships.
• Maintain accurate inventory records for apparel, packaging materials and other products.
• Find and fix things that make this job harder than it needs to be. If a different box size cuts twenty minutes off every order fulfillment, we want you to spot that and change it. 

This means you will:

• Spend portions of the workday standing, walking, bending, reaching, and moving throughout the office and fulfillment area.
• Regularly lift and carry packages weighing up to 50 lbs.
• Assist with organizing and moving boxes, apparel, and other inventory as needed.
• Be comfortable balancing computer-based operational work with hands-on physical fulfillment work.

WEARING OTHER HATS

Like everyone else here, you must be willing to jump in wherever necessary. We're a small company, and no task is beneath anyone. Some examples of other business administrative tasks that you will be asked to perform include:

• Sending invoices to clients.
• Data entry on our CRM and internal systems.
• Support with events like the Icarus Cup.
• Support the wider team on project management and other ad hoc work.

What we're looking for

• Bachelor’s degree 
• Entrepreneurial spirit and ambition
• Excellent attention to detail 
• Deep interest in soccer, particularly from a cultural perspective
• Strong written and verbal communication 
• A hard-working, adaptable team player who enjoys learning and is willing to (occasionally) work late at critical times
• A working knowledge of Adobe Illustrator would be a bonus (but is not at all necessary)
• A valid US driver’s license and car access is preferred. You’ll occasionally need to run a shipment to UPS or DHL to make a deadline
• Working foreign language skills (of any kind) would also be a bonus

Why Join Us

• With fewer than 10 employees globally, you will have a genuine chance to do meaningful work and advance at an exciting, innovative brand in the football industry.
• Opportunity for occasional travel throughout the US, Europe and even further afield (including a two-week trip to London for onboarding).
• Employee benefits like discounted custom kits for your club.
• Opportunity for financial support towards external training or personal projects.

Hours of Work and Holiday Entitlement

This is a full time position which will see you work 9am - 5pm, 5 days a week. In addition to all public holidays, you will receive 17 days of paid annual leave which must be requested with at least 2 weeks’ notice.