Client Experience & Marketing Coordinator

Hours: Approximately 15 hours per week
Location: Remote
Reports To: Tatum Brown, Founder of The Social Dog Company & Pet PowerHaus™

About The Role

We're looking for a highly organised, proactive person who thrives on creating order, delivering an exceptional client experience, and keeping things moving behind the scenes.

This isn't a traditional Virtual Assistant role.

You'll become the operational backbone of a growing coaching business, supporting marketing, client experience, lead generation, administration, and content creation.

The ideal person genuinely loves systems, enjoys talking to people online, notices details others miss, and takes ownership without needing constant direction. Speaks english well in written and verbal form. Has confidence. Bonus if you love dogs and animals and they are the types of businesses we work with.

We're a high standards, high ownership business. We move quickly, take action, and focus on solutions. We value people who are proactive, resourceful, accountable, and willing to figure things out. If you take pride in your work, communicate well, and treat the business like it's your own, you'll fit right in.

The Purpose Of This Role

To help buy back founder time by creating smoother systems, improving client experience, increasing lead follow up consistency, supporting marketing implementation, and ensuring nothing falls through the cracks.

The outcome of this role is simple:

More organised operations. Better client experiences. More leads converted. Greater marketing consistency. Less founder overwhelm.

Primary Outcomes

You will be responsible for helping achieve the following outcomes:

• Faster lead follow up and appointment setting via DM on social media - primarily IG
• Improved client onboarding experiences (this is quite small at the ---------- nt)
• Reduced founder inbox overwhelm (organise and reply)
• Consistent social media engagement and content publishing - comments, reply, outbound engagement
• Improved organisation across files, folders, and backend systems (google folders)
• Increased operational efficiency and reduced bottlenecks (this needs to be a strength and I'll look to you for recommendations)
• More consistent implementation of marketing activities - sending emails, scheduling posts, posting stories

Core Responsibilities

Community Management & Lead Generation
• Reply to social media comments
• Send DMs to warm leads and enquiries - outcome to book calls
• Respond to inbound messages professionally - by fun and friendly
• Book discovery calls into the calendar
• Follow up with potential clients
• Maintain accurate lead tracking systems
• Track clients in spreadsheets manually


Client Experience & Onboarding

• Set up new clients inside Skool
• Create and organise client folders in Google Drive and send via Skool
• Support a smooth and positive client experience - this will develop over time

Administration & Organisation

• Organise and manage inboxes
• Sort, categorise, and maintain emails
• Draft and respond to routine communications
• Maintain spreadsheets and tracking documents
• Keep folders, systems, and resources organised
• Support calendar management as required

Marketing & Content Support

• Create social media posts using Canva (no reels)
• Repurpose existing content into graphics, carousels, and promotional assets
• Schedule and publish content across social media platforms (Facebook, IG and LinkedIn)
• Post Instagram Stories as directed
• Write captions using existing frameworks and messaging provided by the founder
• Send and schedule emails through Kajabi (must know Kajabi backend)
• Support the implementation of launches and marketing campaigns
• Organise Canva assets and maintain brand consistency

Daily Tasks
• Monitor social media comments and DMs
• Respond to enquiries and book calls
• Organise and maintain email inboxes
• Provide updates on outstanding tasks
• Support urgent client experience requests
• Maintain communication with the founder regarding priorities

Weekly Tasks
• Create and develop SOPS for procedures
• Design and schedule social media posts
• Schedule and publish Instagram Stories
• Send Kajabi emails as required
• Update lead tracking spreadsheets
• Audit Google Drive folders for organisation
• Review open tasks and priorities with the founder
• Organise Canva assets and marketing materials

KPIs & Success Metrics
Success in this role will be measured by:
• Lead follow ups completed within agreed timeframes
• Discovery calls successfully booked
• Client onboarding completed accurately and efficiently
• Inbox response times maintained
• Tasks completed by deadlines
• Reduction in founder administrative workload
• Social media content published consistently and on time
• Brand consistency maintained across all platforms
• Accuracy and attention to detail across all tasks

Communication Expectations
• Daily updates during workdays
• Questions asked early rather than waiting until deadlines approach
• Proactive communication when challenges arise
• Strong attention to detail
• Fast responses during agreed working hours
• Ownership over assigned responsibilities - no hand holding
• Transparent communication around workload and priorities

Non Negotiable Standards
• Reliability
• Professional communication
• Attention to detail
• Strong organisational skills
• Ownership mentality
• Ability to follow systems
• Respectful communication
• Proactive problem solving
• Meeting deadlines consistently
• High level of discretion and confidentiality

Software & Tools
Experience with the following is highly desirable:
• Google Drive
• Google Sheets
• Canva
• Kajabi
• Skool
• Meta Business Suite
• ChatGPT
• Zoom
• Loom

Ideal Person For This Role
You are:
• Highly organised
• Calm under pressure
• Naturally proactive and GREAT at problem solving
• Friendly and professional communication
• Tech confident and quick to learn
• A strong communicator - good at booking calls from leads
• Detail oriented
• Independent and resourceful
• Someone who genuinely enjoys creating structure and helping businesses run smoothly
• Comfortable interacting with leads and clients online
• Able to switch between administration, client experience, and creative tasks with ease

You don't wait to be told what to do.

You see problems and help solve them.

Bonus points if you have a strong eye for design and understand how to create engaging social media content that balances aesthetics with conversion.

Red Flags
This role is not suitable for people who:
• Need constant reminders
• Miss deadlines regularly
• Struggle with organisation
• Avoid communication
• Become defensive when receiving feedback
• Require excessive supervision
• Lack initiative or ownership
• Have poor attention to detail

Final Role Summary

If this role is successful:
• Founder stress decreases
• Clients receive an exceptional experience
• Leads are nurtured consistently
• Administrative bottlenecks are reduced
• Marketing implementation becomes more consistent
• The business becomes more scalable and we grow as a team
• Communication improves
• The founder buys back valuable time to focus on growth

If you love creating order, thrive in a fast paced environment, enjoy supporting ambitious business owners behind the scenes, and take pride in helping businesses grow, we'd love to hear from you.