Operations & People Manager

Job Title:
Operations & People Manager

Location:
Hybrid: (Remote & In-Office)

Hours:
Full time 40 hours a week

Salary:
Dependent on level of experience

Location:
SK9 6DN, Wilmslow, Cheshire.

Reports To:
CEO

About us:

We're Chic - a boutique creative brand agency with over 10 years of experience crafting campaigns that get people talking. We're a team of specialist brand builders with deep roots in the fashion, beauty, health and lifestyle industries. We don't churn out content for content's sake.

We create bold, culturally sharp ideas that cut through the noise. Whether it's for campaigns, socials, ads, events, influencer work or UGC we build communities and content that matters. We act as an in-house brand team or a seamless extension of it.

We're here to keep our client's current audience engaged and help them grow a bigger one.

Role Overview:

The Operations & People Manager at Chic is a pivotal role, ensuring the agency runs smoothly, efficiently, and to the highest standard. You'll be the bridge between strategy and execution, overseeing operational processes, technology, client onboarding, and staff management. You'll ensure both our team and client operations are seamless, helping the agency scale while maintaining our high-quality standards and culture.

This is a hands-on role for a proactive, organised, and tech-savvy professional who thrives on structure, problem-solving, and supporting people to perform at their best. You'll will be part of the leadership team and work to optimise systems, manage contracts, and drive operational excellence, all while nurturing our team culture and professional growth.

Operations & Systems

• Oversee all client onboarding, including contracts, account setup (Meta, Gmail, Toggl, Asana), and file management and organisation of our Dropbox.
• Manage and maintain agency systems, tools, and workflows (Asana, Toggl, project trackers, automations).
• Analyse team and project data to identify bottlenecks, inefficiencies, and opportunities for process improvement and company growth.
• Implement, document, and refine SOPs across the agency.
• Ensure contracts, insurances, and renewals are managed accurately and on time.
• Track referral schemes, client experience initiatives, and project revenue reporting.
• Support tech projects and troubleshooting across the agency.
• Own and continuously improve all client and internal experience touch points, ensuring communication, celebrations, and workflows reflect Chic's brand values, such as coordinate client birthday and celebration acknowledgements to enhance client relationships and retention.
• Implement and manage quarterly client feedback forms/surveys to continuously monitor client satisfaction and identify areas for improvement within the team.
• Oversee and maintain the agency calendar, ensuring all internal meetings, client sessions, and key deadlines are accurately recorded and communicated.
• Manage Content HQ and studio bookings, ensuring smooth scheduling, coordination with clients, and efficient use of resources, and optimising growth plan for project revenue from this resource.

People & Culture

• Manage recruitment, onboarding, and off-boarding of team members.
• Maintain staff contracts, training records, and development plans (PDPs).
• Conduct regular 1:1s and support personal development, performance reviews, and career growth initiatives.
• Monitor workload, task allocation, and time management to ensure team efficiency.
• Promote and maintain a positive agency culture, including team socials, birthdays, and recognition initiatives.
• Handle HR issues and legal matters in line with company policies.

Reporting & Leadership Support

• Work with the senior team to prepare monthly reports on agency performance, client metrics, and operational KPIs.
• Support leadership in implementing the agency's strategy and financial goals.
• Track gaps in the business and recommend operational improvements.
• Act as a point of contact for client contract queries, renewals, and onboarding support.

Events

• Act as a senior member of the Events Team, supporting the planning, organisation, and execution of agency and client events. Lead on event logistics and administration, including venue research, supplier liaison, scheduling, travel coordination, and resource management.
• Oversee event budgets, handling costing, invoicing, and reconciliations to ensure profitability and financial accuracy.
• Support creative vision development, from ideation to delivery, helping shape proposals, mood boards, and production plans.
• Manage event timelines, task trackers, and communications, ensuring smooth coordination between internal teams, suppliers, and clients.

Key Skills:

• Exceptional organisational and project management skills, with strong attention to detail.
• Tech-savvy with the ability to learn and manage multiple systems (Domain Management, Asana, Toggle, Gmail, Meta, Dropbox, automations).
• Excellent process-driven mindset; able to create, implement, and maintain SOPs.
• Strong understanding of HR, recruitment, contracts, and employee lifecycle management.
• Confident with data analysis and using insights to drive operational improvements.
• Outstanding communication skills and ability to work with clients, internal teams, and leadership.
• Strong problem-solving skills; able to anticipate challenges and act proactively.
• Experience managing budgets, invoices, insurances, and financial tracking is a plus.
• Ability to maintain and promote a positive company culture.
• Flexible, adaptable, and capable of prioritising tasks in a fast-paced environment.

What can we offer?

• Opportunities for continuous growth through regular training workshops and the option to attend development courses.
• Embracing the hybrid work model, providing the option to work from home for one day each week, extending to two days after probation.
• Engaging in regular events and social activities to foster a sense of camaraderie among our team.
• Competitive salary packages to recognise and reward our employees' dedication and expertise.
• Participation in networking events to expand professional connections and stay informed of industry trends.
• A comprehensive pension scheme to secure our employees' financial futures
• Enjoying a day off with pay to celebrate your birthday.
• Embracing the holiday spirit with a Christmas and New Year office shut down.

If you're a forward-thinking professional with a passion for operations optimisation and culture management, we invite you to join our team as Operations & People Manager.

Together, we'll build seamless systems, empower our team, and ensure the agency operates at its highest level, supporting growth, efficiency, and a positive culture across every project.

Please apply