Head of Operations & Delivery

As we continue to grow, we're looking for a Head of Operations/Delivery to drive operational excellence, ensure efficient project delivery, and optimise our service offering. This is a pivotal new role within the business, shaping how we deliver value to our clients and supporting the agency's continued success.

As Head of Operations, you will be responsible for work delivery, productivity, efficiency, and client retention across the agency. You will own the company schedule, manage capacity across teams, and ensure that client monthly strategic workflows and projects are delivered on time, within scope, and to the highest standard. You will work closely with department heads to identify areas for operational improvement and develop strategies to enhance service quality.

Acting as a central figure in the business, the Head of Operations/Delivery will serve as the main link between the CCO and the rest of the business, ensuring we improve retention while maintaining levels of profitability.

Ultimately, the role will ensure smooth client output process execution from business development all the way through to delivery, including strategy, planning, account management and daily operations.

You will also be responsible for owning operational business reporting, making it clear how well the business is performing against key metrics covering everything from capacity and retention to profitability and client performance.

The role will be well supported by the senior team at the business with fantastic scope and plans for future growth, development and promotion.

This is a senior role within the business and, therefore, is directly responsible for key commercial performance metrics, primarily:

Service quality improvement

Effective capacity, margin & write-off management

Operational Leadership - Oversee the agency's operational service delivery strategy, ensuring smooth workflow and project delivery with optimal resource allocation.

Capacity & Workflow Management - Own the company schedule, balancing team capacity with client demands to ensure efficient service delivery.

Service Optimisation - Continuously improve processes, workflows, and delivery models to enhance efficiency and quality.

Team Productivity & Performance - Develop and implement strategies to improve productivity/utilisation, setting clear KPIs and performance benchmarks.

Process Development & Automation - Identify opportunities for automation and system improvements to streamline agency operations.

Collaboration & Leadership - Work closely with department heads (SEO, Paid Media, Creative, Web) to align operations with business goals.

Budget & Resource Planning - Oversee budgets and resource allocation to maximise efficiency while maintaining profitability.

Risk Management - Identify potential risks in project/workflow delivery and develop contingency plans to mitigate operational challenges.

Operational Forecast Management - Maintain a future forecast across key metrics.

Client Retention & Satisfaction - Ensure exceptional service standards, fostering strong client relationships and maximising retention rates.

Proven experience in an operations leadership role within a digital marketing agency or similar fast-paced environment.

Strong background in work delivery, capacity management, and process improvement within a service-based business.

Excellent account and project management skills, with the ability to balance multiple priorities across teams.

Deep understanding of client service management and experience improving client retention.

A strategic thinker with the ability to align operations with business growth objectives.

Experience working with project/account management and scheduling tools (e.g., Basecamp, Asana, Trello, Jira).

Exceptional leadership and people management skills, with a track record of driving high-performance teams.

Strong analytical mindset - able to use data to inform decisions and drive operational efficiencies.

Experience in digital marketing is a plus, but a passion for creating operational excellence in an agency environment is key.

We are a leading UK-based digital agency, specialising in delivering comprehensive strategies for clients across a wide range of industries. We pride ourselves on building strong client relationships, providing exceptional customer service, and achieving results that drive business success.

You will be joining at an exciting period of growth and be working with a knowledgeable and passionate team of experts across an exciting portfolio of clients.

As an agency, we're committed to fostering meaningful relationships within our team and creating a culture where everyone excels. Our most important asset is our team, so we're focused on making Clicky an amazing place to work. So much so that we're officially one of the Top 100 Small Companies to work for in the UK, in the Top 40 of Media and Marketing Agencies to work for and we're a certified B Corp. If you join our team, you'll be offered:

A customised personal development plan and clear career progression

25 days holiday + your birthday + bank holidays

Tailored commission scheme to reward performance

A full range of additional benefits including life assurance, pension scheme, free eye tests and flu jabs, free access to financial welfare and mental well-being support, discounts with partners, and cycle to work scheme to name just a few, alongside everything else you'd expect from a leading digital agency!

Giving you time dedicated to supporting charities

The flexibility to work from home and the office with core days at Manchester/Chester HQ

Want to know what it's like? Watch the video.