Head of Operations & Clients Success

We are looking for a Head of Operations & Client Success full-time from 40 hours per week, to join our fully remote team.

🚀 About Us

We are a consulting business with that helps digital marketing agency owners and founders scale their business while cutting their time in the operations of their business in half.

Our clients are from all across Europe, US & Canada.

Mission for Head of Operations & Client Success

Own & lead the implementation of operations strategy both for us internally as well as by coaching & consulting our agency owner clients to increase profits and free up time.

⭐️ Main Success-KPI:

Internal

• Increase in profit margin
• Cost decrease
• Increase of revenue/employee
• Average Project Completion Time
• Increase in output per hour

Client Facing

• Percentage of clients hitting their revenue / profit goal this month
• Client Revenue / Profit increase on average
• Satisfaction score of Clients.
• Continuation rate of Clients.
• Number of referrals and testimonials collected per month.

📋 Responsibilities 

Ensure Client Success and Satisfaction

• Improve and analyse data of Client Overview Tracker using this data to drive continuous improvement in our consulting & coaching for our clients

• Satisfaction, feedback, clients company KPIs, progress in our program, results

• Track the entire Client Journey from Onboarding to Graduation of each client in our Centralized Client Success Tracker to make sure highest client satisfaction, support and results are guaranteed.

• Do Monthly 1:1 Calls with clients, reviewing their overall progress and goals and set the new strategy for the next month for achieving their revenue and business goals, and provide tailored steps, actions and program materials to help them succeed.

• Lead weekly 1:1 calls with clients on an as needed basis supporting the client

• Lead a weekly group call for clients answering focused on operational topics such as processes, automations, AI, SOPs, project management, delegation etc

• Check in with clients regularly, holding them accountable to stick to the strategy, providing encouragement, agency knowledge, tips and feedback.

• Staying in communication with our clients, answering questions and creating a great vibe in our Client Community (Slack).

• Review, correct and give feedback on all modules and worksheets completed by clients.

Improve Program and Client Resources

• Continuously improve our client modules by implementing new tools and strategies. 
• Provide clients with easy-to-use, proven agency resources.
• Design templates, flowcharts, onboarding automations, and tracking sheets
• Ensure clients have access to plug-and-play solutions that simplify agency management.
• ClickUp Templates, Automation Templates etc.
• Know all of our modules, templates and tools in and out so you can assign our clients particular modules, provide feedback, answer questions and provide them with additional related resources.

Consistently Improve as Consultant & Coach for our Clients

• Continuously learn and master our regularly updated program materials to effectively teach clients
• Consistent Improvement is a company value make sure you keep up the drive to consistently develop yourself in the role with the support of our Head Coach.
• Consistently research and learn new agency topics to stay on top of the game, improve our training program and be able to support clients long-term.
• Attend Team Calls and lead the Client Success Department.

Improving efficiency of internal operations

• Consistently come up with new strategies related to operations improvement, delegate the implementation and execution and keep track of all numbers
• You are responsible for the strategy, but an internal freelancer can support with or take over the building
• Make sure the teams get the help and tools they need to do great work
• Hold the teams accountable to exceptionally high standards of execution & performance

Competencies 📈

• Operational Strategy: You are thinking in a structured way and easily come up with flow charts, org charts, and strategies to improve efficiency and productivity of operations

• Leadership: You are able to guide clients and our team towards achieving business goals, keeping them motivated and focused.

• Analytical skills: You are able to structure and process qualitative or quantitative data and draw insightful conclusions from it. You’re driven to find solutions and have smart new ideas.

• Ability to develop people: You can coach people in their current roles to improve performance, and prepare them for future roles.

• High Standards: You expect both personal and client performance to be excellent, without settling for anything less than the best.

• Efficiency: You are able to produce significant output with minimal wasted effort.

• Excellent Organization and Planning Skills: You plan, organize and schedule in an efficient, productive manner. You also focus on key priorities and don’t get distracted.

• Effective communication and understanding of client needs - on calls with clients as well as in written form.

• Structure: You love to keep track of chaos, stay calm and quickly manage to bring order to chaos.

• Massive Action: You move quickly and express strong opinions without being too harsh.

• Reliable: You live up to verbal and written agreements, regardless of personal cost.

• Attention to detail: You don’t let important details slip through the cracks.

• Persistence: You don't accept “no” and you don't allow yourself to be put down, you persist in asking until you get what the client need to succeed.

• Proactivity / Ownership: You act without being told what to do. You bring new ideas to the company. You act proactively and ensure that future problems are prevented in advance - not when it is too late.

• Calm under pressure: You maintain stable performance when under heavy pressure or stress.

🤝 This will be for you if…

• For several years, you were successfully running your own agency or have experience as a Head of Operations / COO in an agency.

• Including Client Delivery, KPI Tracking, strategic operations, efficient process streamlining, financial oversight

• You are an expert and love tools like ClickUp, AirTable, Google Sheets, Make and similar to make teams and agencies more productive.

• You are analytical and numbers driven and you know exactly how to track the right KPIs in sales and operations of a business and advise others on what to focus on looking at tracking sheets.

• You are an expert at agency operations and love coming up with new strategies, flow charts, templates and tools to streamline operations the best possible way.

• You are good at upselling clients and look forward to conversations around having clients continue.

• You have excellent speaking and writing skills in English.

• You consider yourself a High-Performance individual. Your routines and daily habits show that.

• Personal development, learning & growth are essential to you. They are part of what you do every day.

• You are excited about being part of a company and team where growing in your professional skills as well as personal areas.

• You live in line with our Values:

• 1. High Standards 💎
• 2. Extreme Ownership 🔱
• 3. Massive Action ⚡️
• 4. Constant Improvement 📈

💪🏼 Why join us

• Fully remote
• Be part of an action-taker, high-performance team & culture 
• Efficient async communication, instead of meetings all day
• Flexibility in work hours
• Continuous skill and career development Budget
• Team & Client retreats
• Many more benefits

Just apply by filling out the short form on the next page so we can get to know you better!