How did you get started in account management?
I started out in project management during my placement year, working in visual merchandising at Coty, a top luxury cosmetics company. This role let me combine my creative instincts with project management, overseeing global projects for brands like Marc Jacobs and Chloe. I learned how to take a brief from a fashion house and manage each stage of production, from design to installation, which really laid the groundwork for moving into account management.
Wanting to be more hands-on with the design process, I transitioned to a supplier company as an Account Manager. It was a big shift, especially in a male-dominated industry, but my experience in cosmetics helped me connect with clients who valued my background. I believe my project management experience gave me a unique perspective in account management, helping me navigate timelines, budgets, and stakeholder expectations—all essential for building strong client relationships and delivering great results.
Over the years, I’ve really honed my relationship-building skills, which is key in this field. My first role in Dubai was an opportunity to work with prestigious brands across the GCC, and more recently, my move to Ochre as a Key Account Manager expanded my experience beyond fashion and beauty to government and real estate projects. Ultimately, my journey has been about combining project management with a passion for client relationships, and the skills I’ve developed along the way have helped me navigate both the challenges and successes of this dynamic field.
What ultimately brought you to Ochre? Was there something specific that drew you in?
Ochre stood out to me because it offered a chance to be part of an organisation where my efforts directly impact project outcomes and client relationships. I love seeing the tangible results of my work, and Ochre’s focus on meaningful, impactful projects really resonated with me.
The culture was also a big factor. Ochre has this collaborative, transparent, and respectful environment where everyone is encouraged to thrive. I appreciate the autonomy here; it lets us truly own our roles and take the initiative to develop creative solutions. The partners genuinely invest in our growth, making it clear that they want everyone to succeed and progress.
What excites me most, though, is Ochre’s approach to projects. They care not just about winning a project but about achieving the best possible results for the client. This often means critically assessing the brief and pushing for solutions that genuinely align with the client’s goals. Having that balance of creativity and strategic thinking is incredibly motivating.
In your experience, what’s the secret to building those strong, long-lasting relationships with clients?
For me, the secret to strong, lasting client relationships is effective communication and genuinely investing in their success. My approach is all about transparency and openness; honesty is essential, as even small white lies can erode trust over time.
I’ve found that picking up the phone and speaking directly with clients—rather than relying on email—helps build a more personal connection and a deeper understanding of their needs. Actively listening is crucial for aligning with a client’s goals, and regular check-ins help keep that connection strong. Celebrating their milestones and being adaptable to changes also shows that you’re invested in their success.
Ultimately, it’s about creating a foundation of trust and mutual respect. When you combine transparency, personal connection, and commitment, you can build relationships that truly last.
Can you tell us about a time you helped a client through a particularly tricky challenge? What did that look like, and how did it make an impact on their brand?
There was one project for a top luxury fashion brand where we faced serious challenges with a high-profile holiday window installation. We had a tight timeline, and there were unexpected delays in receiving custom materials from our suppliers. My job was to make sure we still met the launch date while keeping the brand’s high standards.
I quickly organised a cross-functional team meeting to brainstorm solutions. We sourced alternative materials locally to match the aesthetic without compromising quality, maintained close communication with suppliers, and worked with the creative team to slightly adjust the design. Despite the setbacks, we completed the installation on time. The display drew a lot of attention, increasing foot traffic by 25% during launch week and enhancing the brand’s reputation for luxury and innovation.
What’s the most exciting part of working in such a fast-paced industry?
In a fast-paced industry, no two days are the same. There’s always something new and urgent to tackle, which keeps things exciting. I enjoy the daily challenges that push me to think creatively and expand my skill set. Working in this environment means constant learning and growth, which I find incredibly motivating. The chance to work with prestigious brands and collaborate with incredible clients makes the journey even more rewarding.
How do you make sure client expectations and our creative team’s vision sync up just right? Any tricks or strategies that work particularly well?
To ensure alignment between client expectations and our creative team’s vision, I start with clear and open communication from the beginning. I actively listen to understand the client’s goals and encourage them to share their vision in as much detail as possible. This builds a strong foundation.
One approach our clients appreciate is having the right team members involved from the start—so it’s not just me taking the brief alone. Our team has a deep understanding of the client’s goals, and that collective expertise helps us deliver the best outcomes. Regular check-ins and feedback sessions throughout the project are also essential to keep everyone aligned, and I often use mood boards to help both the client and creative team visualize the project direction early on.
Flexibility is another key. In a fast-paced industry, being adaptable allows us to pivot when client needs evolve, maintaining both confidence and creativity. With open dialogue, regular touchpoints, collective expertise, and flexibility, we can ensure alignment and build rewarding client relationships.
For people thinking about getting into account management, what advice would you give them? Is there anything you wish you’d known when you started out?
My main advice would be to prioritise clear communication and relationship-building right from the start. Take the time to really listen to your clients and understand their vision—getting this right is crucial.
Confidence is also essential; trust your instincts. You’re in the role because someone saw potential in you, so believe in yourself and don’t hesitate to share your perspective.
Lastly, always be open to learning. Each project will bring new challenges and opportunities to grow. You don’t need to be perfect at everything—rely on your team’s strengths, stay flexible, and embrace change. Adaptability is vital in a fast-paced industry, so be ready to pivot as client needs evolve.