Director Of Client Operations

Director of Operations - Client Relations

A fast-growing and dynamic digital marketing startup is seeking a visionary and results-oriented Director of Operations - Client Relations to build and scale a high-performing client relations department. Prior experience in operations management, process development, KPI implementation, team building, and departmental scaling will be crucial in driving operational excellence and ensuring the department's success.

An ideal candidate will bring a strategic background in agency web marketing and will play a key role in directly contributing to the overall growth and success of a dynamic and successful Client Relations department. This opportunity will offer the ability to lead and innovate, shaping the future of a nimble startup while delivering exceptional results and fostering long-lasting client relationships.

Responsibilities:

Client Relations Management:

• Develop strategies for engaging, retaining, and maximizing the client experience, fostering long-lasting relationships.
• Hire and build a high-performing team, providing ongoing coaching and mentorship for excellence.
• Build, manage and scale the agency’s client-facing department, ensuring exceptional service and successful outcomes.
• Collaborate closely with Sales, Marketing and Development teams to deliver top-tier, customized solutions.

Operations Management:

• Champion team training and development, providing ongoing coaching and mentorship for excellence.
• Scale the department to handle thousands of clients by building successful KPIs and implementing efficient processes.
• Manage hiring, promotions, and employee evaluations.
• Drive new systems, strategies, and concepts, fostering a collaborative and positive work environment.
• Lead and optimize daily operations, staying ahead of industry changes to drive innovation and maintain a competitive edge.

Comprehensive Service Offerings:

• Drive effective strategies and successful outcomes for clients.
• Oversee the support for a suite of services, including website development, social media management, advertising, online reputation management, and digital media services.

Qualifications:

• Demonstrated success in optimizing client relations processes, streamlining operations, and achieving excellence in service delivery.
• Proven experience in operations management including building and scaling departments from the ground up.
• Experience in handling client escalations and resolving issues promptly and professionally..
• Strong analytical abilities to assess departmental performance, identify areas for improvement, and implement data-driven strategies for growth and success.
• Developing and implementing processes, workflows, and KPIs to drive operational efficiency and departmental growth.
• Web marketing experience ideally in a full-service agency environment
• Excellent leadership and people management skills, with the ability to motivate and guide teams to achieve targets and exceed expectations.
• Prior experience in a Director-level or similar leadership position, showcasing your ability to build and manage successful client relations departments.
• Experience in building and managing high-performing client relations teams, overseeing onboarding, account management, upselling, retentions, and other aspects of client interactions.

To apply for this position please send a resume