Operations and Account Manager for Digital Agency This is a full-time hybrid (2 days WFH) Sydney-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.
Proficiency in project management tools, data analysis, HubSpot CRM, and client retention metrics.
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