Our UK-based client is a global leader in communication skills training, built on the belief that communication is the most instinctive and powerful tool we all share. Their mission is to empower people across the world to communicate more kindly, more authentically, and more effectively, improving connections and profoundly impacting the quality of lives.
They are now seeking a Client & Operations Manager to play a pivotal role in supporting clients, coaches, and internal teams through efficient processes, smooth operations, and best-in-class service delivery. This role blends leadership, project management, and client experience, making it an exciting opportunity for a motivated operations professional who thrives in a purpose-driven environment.
This is a remote position open to those living anywhere in South Africa.
Duties & Responsibilities
Leadership & Team Management
- Manage and mentor the Client & Operations Executive, providing clear guidance and professional development.
- Act as the escalation point for client and coach queries, ensuring prompt and effective resolution.
- Lead team meetings to set priorities and align with company goals.
Operational Excellence & Project Delivery
- Own and deliver operational project plans, from scoping through to adoption.
- Design and implement new processes that enhance efficiency, client satisfaction, and coach support.
- Oversee system rollouts in collaboration with the CRM Executive, ensuring smooth adoption.
- Manage scheduling tools and coach management workflows with accuracy and minimal disruption.
- Lead integration of new products and track performance outcomes.
Client Experience & Data Insights
- Monitor client experience metrics (e.g., NPS, feedback, repeat purchases).
- Use data to identify opportunities for retention, upselling, and continuous improvement.
- Oversee client feedback processes and ensure learnings are shared across the business.
- Continuously refine the client journey for an exceptional end-to-end experience.
Cross-Functional Collaboration
- Partner with sales, marketing, and leadership to align on goals and deliver operational support.
- Support coach capacity planning, diary management, and communications between teams.
- Collaborate on initiatives that enhance the client and coach experience.
Other Responsibilities
- Contribute to the organisation’s B Corp initiatives, supporting its social and environmental commitments.
- Oversee management of office space and operational resources.
- Assist in recruitment for the Client & Operations team.
Skills, Experience & Requirements
- 2+ years’ experience in client operations, project management, or service delivery.
- Proven track record in process improvement and operational project implementation.
- Highly organised, detail-oriented, and able to manage multiple priorities.
- Skilled in platforms such as Google Workspace, HubSpot, or other CRMs.
- Excellent communicator, able to engage with kindness, empathy, and efficiency.
- Comfortable analysing and presenting data to influence business decisions.
- Entrepreneurial mindset with a ‘can-do’ attitude and eagerness to contribute ideas.
Load Shedding
Applicants must be able to ensure they can maintain internet and power during office hours
