Operations Manager/Client Retention Manager Digital Marketing Team

US business hours required!

Role (Overview Of The Position):

This position involves streamlining operations within the company - ensuring that all activities (from sales to project management to customer interactions etc.), are systematized in a way that would allow a new team member to quickly and efficiently get ‘into the flow’. This position is also responsible for ensuring that there is always a process to follow for any activity within the company. This role involves always looking for ways to increase the efficiency and results from the existing systems, as well as evaluating any new suggestions for product offerings, sales systems etc. - doing a critical examination to see if it fits the long term goals for the agency and its owners and will provide an effective ROI.

Responsibilities (Tasks Associated With The Role):
Reviewing and Improving Existing Systems: Responsible for setting up and maintaining SOPs for all existing activities and making sure systems are in place for any activity that is consistently repeated. Work with team to regularly improve these systems including introduction of new technologies, CRMs Upgrade to see actual infotablishing New Systems: Make sure systems are put in place for any new offering, sales process, deliverable or retention strategy Upgrade to see actual infotablish and Maintain Desired ROI: Evaluate service offerings on a routine basis and evaluate ROI to make sure we’re maintaining a minimum 50% gross profit margin - ideally working toward a 70% gross margin whenever possible.
Collaborate On New Sales Funnels: Work with sales team to make sure we’re building sales funnels in line with our company vision, and are promising only what we know we will be able to over-deliver Upgrade to see actual infomunicate With Team and Implement Improvements: Meet regularly with team to evaluate current processes and solicit feedback about what’s working and what’s not - and restructure our processes (when appropriate), to maintain a state of constant improvement.
Look For Ways To Maximize Client Lifetime Value: Work with sales and marketing team to establish quarterly promotions and new service offerings to maximize customer LTV.
Work With Sales To Improve Prospecting and Close Efficiency: Work with sales and marketing team to evaluate and constantly improve efficiency of our prospecting and sales systems.
Work With Project Manager To Improve Client Retention: Work with lead PM to establish, maintain and improve client retention strategies.
Evaluate and Maintain Efficiency Of Outsource Partners: Work with lead PM and primary contact at outsource partner agencies to maintain high performance deliverables and establish baseline results we can use in our sales and marketing materials (as well as for case studies).
Keep The Company In A Desirable State: Must maintain a clear understanding of what makes a company sellable, and must keep the company in a sellable state at all times (even if there is no desire to sell).



Results (Expected Accomplishments):
Maintain collection of easy to understand and implement processes for any activity within the business that is repeated on a regular basis (SOPs).
Work with appropriate team members to create and maintain high level strategy for sales, marketing, fulfillment and retention - and document these strategies.
Create tracking documents for each department with baseline KPI’s and establish monthly targets to ensure growth of company.
Keep sales and fulfillment teams aligned so that we’re able to over-deliver on what has been promised to clients while maintaining a minimum 50% gross profit margin.
Work with CEO on overall company vision and strategy - establish monthly, quarterly and yearly targets and keep the company on track to hit them.

Requirements (Expected Proficiencies):
Maintain an in-depth understanding of the services we offer and how we fulfill them
Maintain an in-depth understand our sales process as well as our client communication and retention strategies
Data analysis and providing insights for improvement
Must be a constant student of marketing and traffic strategies so that we’re always a step ahead of our competitors as technologies change or new technologies become available
Strict attention to detail and cross checking data
Excellent communication skills and ability to relay ideas clearly
Must be friendly and able to maintain a positive attitude under all conditions
Ability to problem solve and provide effective solutions to issues as they arise
Must maintain a basic understanding of business metrics and financial reporting
Must have a clear understanding of what makes a business saleable


The job description is not all-inclusive and certain activities, duties or responsibilities may be required of the contractor as needed.