About Us:
Hummingbird is a dynamic and innovative digital marketing agency dedicated to helping brands soar. We specialise in creating tailored marketing strategies that drive growth, engagement, and long-term success. With a team of creative thinkers, data-driven strategists, and marketing experts, we deliver outstanding results for our clients across various industries.
Role Summary:
We are seeking an experienced and driven Head of Operations to oversee and manage the operational performance, productivity, and client retention across the entire business. As the central figure bridging the gap between the senior team and the rest of the company, you will play a critical role in ensuring the seamless delivery of services, driving profitability, and maintaining high levels of customer satisfaction. Your leadership will enhance business efficiency from business development through to project delivery, ensuring a streamlined, efficient process across all departments.
The ideal candidate will be a strategic thinker with a passion for operational excellence, able to inspire and guide teams, and improve processes to deliver outstanding results.
Key Responsibilities:
- Team Leadership: Oversee operational teams, ensuring their output and performance meet business objectives. Provide leadership in hiring, succession planning, and capacity management.
- Operational Efficiency & Profitability: Manage gross and net margins, ensuring budget adherence and operational cost controls. Lead cost-saving initiatives and identify areas for process improvement to drive efficiency.
- Business Development Support: Aid in expanding the business by participating in the creation of project scopes and engaging with prospective clients to secure new opportunities.
- Client Retention & Upsell Strategy: Work closely with Business Development to improve client retention through exceptional delivery and communication, while identifying opportunities for upsell within existing accounts.
- Reporting & Metrics: Own the internal reporting dashboard, ensuring all key performance indicators (KPIs) related to capacity, profitability, and client performance are tracked and reported accurately. Lead the implementation of business KPIs throughout the company.
- 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: Continuously improve operational processes, ensuring consistent delivery of projects.
- Team Morale & 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.
- Cost Control & Budgeting: Maintain close oversight of operational costs, ensuring profitability is maximised while minimising overspend.
- Growth & Expansion: Contribute to business growth by developing and executing strategies to enhance service delivery, improve client satisfaction, and maximise profitability.
Required Skills & Experience:
- 3 years minimum experience in a senior operational role or similar in an agency
- Strong leadership skills with a track record of managing and motivating teams
- Commercially savvy with excellent budget and cost management capabilities
- Exceptional problem-solving abilities and the ability to implement solutions that drive business improvement
- Clear and confident communicator, capable of influencing at all levels of the business
- Customer-focused with a deep understanding of client relationship management
- Strong planning and organisational skills, with a keen eye for detail
- Comfortable working in a fast-paced, dynamic environment
What We Offer:
Competitive Salary: £45-50,000 per annum.
Performance Bonus: Opportunity to earn a performance-based bonus.
Professional Development: Ongoing training and development opportunities to help you grow in your career.
Collaborative Environment: Join a supportive and creative team dedicated to delivering exceptional results for our clients.
Career Progression: Clear pathways for career advancement within a growing agency.