Operations Director / Director of Client Services in London

Location: 100% Remote (UK or USA based)

Salary: £80,000 - £200,000 ($100,000 - $250,000) depending on experience

Reports to: Managing Director

Reports: Delivery team leads

About My Client: My client is a growing, dynamic SEO and digital marketing agency with a stellar reputation for delivering exceptional results. They work with premium clients primarily based in the United States and are looking for an experienced Operations Director to oversee their delivery teams and drive client success.

Role Overview: The Operations Director will be the lynchpin between the Managing Director and the rest of the business, overseeing all aspects of delivery, client servicing, productivity, and retention across the entire operation. Your role is to ensure smooth client output processes from onboarding through to delivery, including strategy, planning, account management, creative, operations, and technical implementation. As an integral part of the leadership team, you'll be responsible for operational business reporting, making it clear how well the business is performing across key metrics from capacity and retention to profitability and client performance.

Key Responsibilities:

• Operational Excellence: Overall responsibility for operational teams, their output, and performance; Lead the effective delivery of SEO services to primarily US-based clients; Manage gross and net margins against budget and forecasts; Oversee operational team capacity to ensure proactive planning; Drive operational hiring, ensuring managers have clear succession plans; Own internal reporting dashboards for key business metrics; Ensure high operational staff morale and satisfaction.
• Team Leadership: Provide direct line management to delivery team leads; Support reporting managers in running their teams effectively; Delegate key services throughout the Operations function; Implement business KPIs aligned with overall objectives; Ensure all managers set performance development reviews for staff.
• Client Success: Work with Business Development to generate upsells via existing accounts; Support Client Services in preventing and resolving client issues; Act as a senior figure to aid with selling strategy and resolving account concerns; Ensure consistent delivery of all client services, including reporting and communications; Oversee project-based output for design & development, outreach campaigns, and technical projects.
• Business Growth: Maintain and improve client retention rates through communication and quality delivery; Implement and execute a defined upsell proposition; Identify and execute operational process improvements and cost-saving initiatives; Closely monitor margins to ensure profitability as the business scales.

Key Performance Metrics:

• Client retention improvement as measured by increasing retained revenue.
• Maintaining target business margins through cost control and efficiency.
• Service quality improvement with reduced client complaints.
• Thorough understanding of business capacity and resource requirements.
• Effective resource planning to prevent over-capacity issues.

Required Experience & Skills:

• Essential: Strong understanding of SEO and digital marketing practices; Experience in a digital marketing or SEO agency environment; Proven track record in operational leadership at a senior level; Experience managing client services teams; Excellent communication skills with the ability to build relationships with US clients; Strong commercial awareness and ability to maintain profitability; Experience working in a remote environment; Ability to work effectively with US time zones (availability until 8pm UK time required).
• Desired: Previous experience running your own agency or business; Experience working with premium US clients; Track record of improving operational processes and efficiencies; Strong analytical capabilities with experience in operational reporting.

Personal Qualities:

• Customer Focus: Deeply understands client needs and builds lasting relationships.
• Influencing & Persuasion: Communicates confidently and credibly at a senior level.
• Organization & Planning: Creates clear plans to implement strategy and tracks progress.
• Decision Making: Resolves difficult issues quickly and stands by decisions.
• Resilience: Remains calm under pressure and adapts positively to change.
• Communication: Communicates clearly and succinctly both orally and in writing.
• Problem Solving: Identifies opportunities and develops workable solutions.
• Leadership: Inspires teams to perform at their best while maintaining high standards.

This is an exceptional opportunity for a seasoned operations leader with digital marketing agency experience who thrives in a fast-paced, remote environment and understands the intricacies of delivering outstanding SEO services to US clients. My client offers a flexible, supportive work culture with significant autonomy and the opportunity to make a real impact on business growth and success.

To apply, please send your CV and a brief cover letter explaining why you're the ideal candidate for this role.