ACCOUNT MANAGER,
ANZ LAUNCH OPERATIONS AND GROWTH

APPLY HERE

Location: Sydney preferred (hybrid), with some ANZ travel as needed

Type: Full time (open to contract to permanent)

Reporting to: Founders

ROLE OVERVIEW

Freshwater Ventures is seeking an Account Manager to lead the launch and scaling of consumer brands in Australia and New Zealand. This operator role is client facing and responsible for day-to-day delivery, partner coordination, and ensuring a seamless customer experience from order to support. The Account Manager will also support growth by coordinating marketing workstreams and translating performance data into actionable steps.

KEY RESPONSIBILITIES

Launch Ownership

  • Build and manage launch plans with clear milestones, owners, and deadlines

  • Lead weekly operating rhythms with clients and internal teams, capturing decisions and actions

  • Manage risks, trade-offs, and dependencies to keep launches on track

  • Develop playbooks to make launches repeatable across accounts 

Freight, Inbound, and Inventory Control

  • Coordinate shipment planning and tracking with freight and customs partners

  • Manage exceptions related to timing, stock, or costs

  • Maintain inventory visibility and reorder triggers

  • Keep landed cost assumptions current and flag variances early

 3PL, Fulfilment, and Delivery Performance

  • Manage fulfilment partner relationships and service levels

  • Ensure accurate receiving, stock reconciliation, and timely dispatch

  • Set up and refine shipping rules, packaging workflows, and QA checks

  • Establish efficient returns and warranty processes

 Customer Experience and Support

  • Monitor customer experience and identify friction points

  • Implement fixes for recurring issues across fulfilment, packaging, onboarding, or support

  • Maintain an issue log to highlight patterns and required actions

 Growth Support and Marketing Coordination

  • Coordinate launch touchpoints across website, email, creative, and partnerships

  • Support localization of messaging for ANZ customers

  • Track funnel and conversion signals, prioritize tests and fixes

  • Translate performance updates into operational actions

 Reporting and Client Communication

  • Build and maintain weekly scorecards (sales, inventory, fulfilment, returns, support, marketing)

  • Run weekly check-ins and monthly reviews to drive decisions

  • Keep stakeholders aligned with clear communication and follow-through

 _____

First 90 Days Deliverables

  • Working launch run sheets with clear ownership and cadence

  • Smooth fulfilment operations with measured service levels

  • Reliable inventory tracking and reordering processes

  • Effective customer experience feedback loop

  • Simple, actionable reporting packs for clients

  • Organized marketing coordination with documented learnings

 

Minimum Requirements

  • 4+ years in operations delivery with stakeholder or client management

  • Direct experience with 3PL fulfilment and shipping workflows (including returns)

  • Strong organizational skills and ability to manage multiple workstreams

  • Proficiency in spreadsheets and basic reporting

  • Excellent written communication and meeting leadership

 

Preferred Experience

  • DTC ecommerce operations, marketplace operations, or consumer product launches

  • Working knowledge of Shopify and common ecommerce tools

  • Understanding of performance marketing and lifecycle basics

  • Vendor management experience (logistics, fulfilment, creative, marketing partners)

What We Value

  • Ownership and accountability

  • Calm and structured approach under pressure

  • Clear communication and decision-making

  • Attention to customer experience and detail

  • Commercial mindset and drive for improvement