Account & Project Manager | Creative Merch Agency

Custom95 | Merchandise Agency; Wes-Kaap; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A dynamic merchandise firm in Cape Town seeks a founder with expertise in account management and project execution. The role demands strong client communication, proactive problem-solving skills, and a keen attention to detail. The ideal candidate will thrive in a creative, fast-paced environment and possess at least 2 years of relevant experience. This full-time position includes a competitive salary and performance bonuses.

Benefits

Competitive salary

Performance bonuses

Growth path toward Account Lead

Qualifications

• 2+ years of experience in account/project management (agency, event, production, or creative environment).
• Strong organizational skills and attention to detail.
• Ability to thrive in a fast-paced, creative environment.

Responsibilities

• Act as the main point of contact for assigned clients.
• Manage all details of projects: product specs, artwork, pricing, and shipping.
• Ensure customer satisfaction and meet project delivery targets.

Skills

Account management

Project management

Client communication

Proactive problem solving

Attention to detail

Job description

Founder at Custom95 | Merchandise Agency

You are the bridge between clients, suppliers, and our internal team. You anticipate issues before they arise, communicate proactively, and take pride in transforming ideas into tangible results that delight.

Account Management

• Act as the main point of contact for assigned clients.
• Build long-term relationships that drive repeat orders.
• Understand brand needs, campaigns, and tone — translate that into merch ideas.
• Proactively upsell & cross-sell based on upcoming events, campaigns, and seasons.
• Ensure customer satisfaction (NPS 8+).

Project Management

• Take ownership of projects after deal confirmation.
• Manage all details: product specs, artwork, samples, pricing, production, shipping, and invoicing.
• Align closely with Creative & Operations on designs, deadlines, and logistics.
• Coordinate with suppliers to ensure flawless execution and proactive communication.
• Own the full customer experience from first contact to happy delivery. You manage relationships, timelines, and details — ensuring every merch project runs smooth, on‑brand, on‑time, and profitable.
• Track every step in our CRM.
• Ensure projects meet margin & delivery targets and quality standards.

Process & Communication

• Keep customers updated at every phase — no surprises.
• Create clear briefings for Creative & Operations.
• Ensure all documents, mockups, and confirmations are uploaded correctly.
• Spot inefficiencies and improve workflows with the team.
• Collaborate to develop best practices and SOPs for project flow.

Quality & Delivery

• Double-check products before shipping (photos, QC, packaging).
• Follow up on deliveries with customers to confirm satisfaction.
• Manage issues or delays calmly, clearly, and proactively.
• Collect photos, testimonials, and stories for marketing.
• 25% repeat customer rate within 6 months
• Account revenue growth
• Clean CRM
• 2+ years of experience in account/project management (agency, event, production, or creative environment).
• Organized, proactive, detail‑obsessed, and commercially sharp.
• Thrives in fast‑paced, creative chaos but brings structure and calm.
• Loves great brands, design, and tangible products.
• Problem solver. Ownership mentality. Gets things done.

You’ll Love This Role If You

• Like combining people + process + creativity.
• Get energy from seeing your project go from idea → product → client’s hands.
• Love working with bold brands (think FMCG, Tech, Festivals, Agencies).
• Want freedom, trust, and responsibility → no corporate bullshit.
• Enjoy improving systems and build/scale together with the team.

What’s in it for you

• Competitive salary + performance bonus
• Fast‑growing agency with global clients
• Growth path toward Account Lead

Seniority level

• Entry level

Employment type

• Full‑time

Industries

• Retail

Cape Town, Western Cape, South Africa – 1 week ago