Head of Operations & Agency Consultant

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Full Time - 100% Remote

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

About Us
We are a consulting business that helps digital marketing agency owners scale beyond 100k+ p/m while cutting their time in the operations in half.

Efficient Processes & Operations
- Processes, SOPs and automations
- Delegation & Project Management
- Company Documentation

A Player Team & Leadership
- Hiring, Onboarding, Training Team Members
- Team management, delegation, outsourcing, organisation
- Culture, communication & leadership

…. so that they can scale past 100k+ per month without working all day in the operations, putting out fires or working late nights and instead work more On the business.

Mission for Head of Operations & Agency Consultant
Own & lead the implementation of operations strategy both for us internally as well as by coaching & consulting our agency owner clients - so that team, tools and processes are optimized and profit increases for our business and our agency owner clients’ businesses, resulting them to continue with us in our coaching program long term.

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.
  • 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.
• 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.
• 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.

What we offer:

• 100% Remote: More flexibility for you. Don't waste time in traffic, more efficiency with your time daily.
• Efficient async communication
• Young, driven international team
• Continuous skill and career development Budget
• Be part of an action-taker, high-performance team & culture
• Epic company retreats & many more benefits

We will continue growing and expanding over the next years. For this, we need experts and/or leaders who want to level up.

Requirements - Who are we looking for?

• 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.
• 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.
• 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.
• 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.
• Proactivity / Ownership: You act without being told what to do.
• 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.
• You are an expert and love tools like ClickUp, AirTable, Google Sheets, Make and similar.
• You are analytical and numbers driven and you know exactly how to track the right KPIs.
• You are an expert at agency operations and love coming up with new strategies, flow charts, templates and tools to streamline operations.
• 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.
• Personal development, learning & growth are essential to you.
• You are excited about being part of a company and team where growing in your professional skills as well as personal areas.
• You work in line with our values.