Operations And Account Manager For Digital Agency (Remote)

Operations And Account Manager For Digital Agency | Lupo Digital | Australia

Operations Manager Role Overview

This is a full-time hybrid (2 days WFH) Sydne-based role for an Operations Manager at Lupo Digital reporting directly to the founders.

As the Operations Manager, you will play a key role in managing and optimising the day-to-day operations of Lupo Digital while also managing client accounts. This role focuses on driving operational excellence, improving workflows, ensuring client satisfaction, and delivering high-quality HubSpot-driven digital solutions. You will work closely with cross-functional teams to foster efficiency, innovation, and client success.

Responsibilities

Operational Leadership

• Develop and implement strategies to improve operational efficiency, scalability, and alignment with Lupo Digital’s growth objectives.
• Oversee project management, resource allocation, and service delivery across all functions.
• Continuously refine operational workflows to enhance client outcomes and reduce costs.

Team Management

• Lead, mentor, and motivate the operations team to ensure high performance and a culture of innovation.
• Manage recruitment, onboarding, and professional development initiatives.

Account Management

• Oversee strategic client relationships to ensure alignment between client goals and service delivery.
• Act as a senior escalation point for client concerns, resolving high-level issues efficiently while maintaining a strong client partnership.
• Collaborate with Project Manager and internal teams to monitor client satisfaction and retention metrics, addressing opportunities for improvement.
• Work with leadership to identify and act on upsell or cross-sell opportunities, aligning operational capabilities with client needs.
• Represent Lupo Digital in high-stakes client meetings and ensure clear communication of progress, challenges, and strategic initiatives.

Client Engagement

• Work closely with client-facing teams to ensure exceptional service delivery and client satisfaction.
• Establish systems for gathering and acting on client feedback, including surveys, testimonials, and case studies, to inform process improvements.
• Oversee client onboarding and ensure alignment between operational workflows and client expectations.
• Resolve operational and client-related issues efficiently.
• Support other Account Managers by providing operational insights that enhance client communication and service delivery.

Technology and Innovation

• Stay at the forefront of industry trends, including advancements in AI and marketing automation.
• Lead the adoption and implementation of cutting-edge technology, particularly HubSpot, to streamline operations and enhance service delivery.

Reporting

• Provide regular reports on operational performance and project progress to stakeholders.

Required Qualifications and Skills

Experience

• 5+ years of experience in operations management, ideally within a digital agency or technology-driven environment.
• Demonstrated expertise in managing teams and delivering complex, multi-faceted projects.
• Familiarity with HubSpot and inbound marketing principles is highly desirable.

Education

• Bachelor’s degree in Business Administration, Operations Management, or a related field preferred.

Skills

• Strong leadership, communication, and decision-making abilities.
• Exceptional problem-solving skills and a strategic mindset.
• Ability to thrive in a fast-paced, dynamic environment.
• Proficiency in account management, including relationship building, client communication, and issue resolution.
• Ability to identify upsell and cross-sell opportunities while aligning service delivery with client goals.
• Exceptional problem-solving skills and a strategic mindset to balance operational and client-focused priorities.
• Proficiency in project management tools, data analysis, HubSpot CRM, and client retention metrics.

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home