Head of Operations

2 months ago

UK, UK, United Kingdom Prospa Full time

We’re building the next generation of leading E-commerce brands.


Over the last 4 years we have developed a leading team of E-commerce experts at Prospa. We now have an active client base of 40+ exciting and upcoming DTC brands, and our mission is to drive growth and profitability for 7-figure E-commerce brands through creative and financially driven marketing.


We’ve been able to do this through our market leading culture, which is underpinned by our values:


Ownership

Take responsibility for every outcome and lead with initiative.


Growth

Approach each day with a growth mindset.


Responsibility

Be responsible and appreciate the importance of your role within the business.


Never Settle

Always be aggressive and strive for constant improvement.


Why Prospa?


As the agency has progressed, we now house 4 core internal teams across Paid Social, Paid Search, Retention and Marketing to grow brands from all aspects.


The day-to-day will include overseeing our service delivery and agency marketing function, managing the team with full ownership. This includes the responsibility of ensuring clients are meeting KPI’s and growing sustainably. You will be supporting the senior team leads across our 4 core teams.


As an agency, we’ve scaled quickly over the last 4 years and we are now a strong team of 18 who operate out of Exchange Quays in Manchester. We have a fantastic office culture and hybrid working environment which provides flexibility, with 2 working days from home and the remaining 3 in the office. As a close knit team we often host team events, which in most cases are to celebrate the agency or individual wins.


Training and development is a key focus for our HR and we offer continuous training for every single team member. We’ve invested heavily in our training programmes and this is something we push our team to ask for.


We have the ethos that the agency and client base only grows if the team does.


We’re looking for an A-player who will take ownership of our agency Operations and continue growth across all aspects. Reporting to our Managing Director, you will be given real responsibility from day one and will be involved with top level client decisions.


Key Responsibilities


Team Leadership

Oversee the operations of each core team across the business to ensure performance and outputs are meeting objectives. Provide leadership across hiring, progression planning and capacity management.


Operational Efficiency

Drive operational excellence across each team to ensure day-to-day workflows are efficient. Ensure that tasks are being completed in line with objectives.


Client Growth & Retention

Work closely with our clients and each service team to ensure that clients are growing in line with targets to drive agency retention.


Reporting & Metrics

Manage internal KPI reporting process to ensure that client accounts are meeting monthly targets. Take ownership of the external client reporting process to ensure transparent and value driven reporting.


Stakeholder Management

Act as a senior figure with clients, contributing to strategic discussions, resolving account issues, and providing solutions to enhance client relationships.


Operational Processes

Take ownership of the agency's internal client processes which covers onboarding, communication, reporting, budget management and target setting.


Culture Development

Proactively manage staff happiness and morale, ensuring a positive, collaborative environment. Support managers with performance and development reviews, aligning individual goals with overall business objectives.


Growth & Expansion

Contribute to business growth by developing and executing strategies to enhance service delivery, improve client satisfaction, and maximise profitability.


Required Skills & Experience


  • 2+ years minimum experience in a senior e-commerce role or similar in an agency
  • 6+ years experience working with DTC e-commerce
  • Clear understanding and passion for the e-commerce brand landscape
  • Clear understanding of key digital marketing channels across Paid Social, Paid Search and Retention.
  • Exceptional problem-solving abilities and the ability to implement solutions that drives both client and business development
  • Proficient communication skills, capable of influencing at all levels of the business
  • Customer-focused with a deep understanding of client relationship management
  • Clear understanding of agency operations with the ability to drive efficiency across all areas
  • Strong planning and organisational skills, with a keen eye for detail
  • Comfortable working in a fast-paced, dynamic environment


Benefits


  • Salary: £55,000+
  • Annual bonus scheme of 7.5% based on discretionary company targets
  • Employee Assistance Plan - Structured & clear development plan from day one
  • Regular conferences and industry events - build your network and knowledge visiting some of the best events in the industry
  • Unlimited training budget - We're a people focused agency, and developing our team is a top priority
  • An informal dress code
  • Hybrid working (3 days in the office and 2 days from home), encouraging you to work both in-office and from home
  • Personal and professional development plans from day one - as the agency grows, you grow
  • Prospa is a rapidly expanding business - Make a real difference to your team and leave your mark on the industry
  • 25 days holiday + Bank Holidays per year
  • Regular team social events - we have a leading culture and we enjoy celebrating this

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