Operations & Client Success Lead

Job Title: Operations & Client Success Lead (Creative / Performance Marketing Agency)

Location:

Compensation:

Reports to:

About the Role

Operations & Client Success Lead

creative or performance marketing agency

bridge between founders, clients, and the creative team

Core Responsibilities (Day-to-Day)

1. Client Ownership & Communication

• Act as the

  primary point of contact

  for assigned clients
• Share regular updates, timelines, and next steps
• Convert client feedback into

  clear internal action items

• Proactively flag risks, delays, or scope creep
• Ensure clients always feel

  confident, informed, and supported

2. Project & Delivery Management

• Own end-to-end delivery of creative projects (UGC ads)
• Break briefs into

  clear tasks, timelines, and deliverables

• Ensure smooth movement from

  brief → execution → review → delivery

• Track deadlines and prevent last-minute chaos
• Maintain quality while meeting timelines

3. Team Coordination & Execution

• Coordinate with designers, editors, creators, strategists, and freelancers
• Assign tasks, collect updates, and follow up consistently
• Ensure feedback is

  clear, actionable, and timely

• Hold the team accountable to timelines and output quality
• Reduce dependency on founders for daily follow-ups

4. Internal Systems & Process Building

• Improve or build SOPs for:
• - Client onboarding
• - Creative workflows
• - Feedback handling
• - Delivery tracking

5. Founder Support & Operational Visibility

• Provide founders with clear visibility on:
• Project status
• Team bandwidth
• Client risks
• Take ownership of execution so founders can focus on

  growth, sales, and strategy

How You’ll Be Measured (Very Important)

• On-time delivery rate
• Client satisfaction and retention
• Reduction in founder involvement in daily operations
• Team clarity and execution consistency
• Ability to run projects independently without micromanagement

Ideal Candidate Profile

Must-Have

• 1–3 years of experience in a

  creative or performance marketing agency

• Hands-on experience managing:

• - Clients
• - Creative teams
• - Deadlines and deliverables
• Strong written and verbal communication
• Highly organised, proactive, and execution-focused
• Comfortable in fast-paced, startup-style environments

Nice-to-Have

• Experience working with D2C or SaaS brands
• Familiarity with tools like Notion, Slack, Google Sheets, ClickUp, or Asana
• Experience building or improving internal processes or SOPs

What This Role Is NOT

• Not a passive coordinator
• Not a junior account executive
• Not someone who waits for instructions
• Not a role limited to sending follow-ups

This is an ownership role.

Growth Path

• Lead agency operations end-to-end
• Build and manage junior account managers or coordinators
• Grow into

  Head of Operations / Delivery

  as the agency scales