Client Relations and Operations Manager

Job Description

We are looking for a Client Relations and Operations Manager to act as the connective layer between clients, internal teams, and delivery. This role owns the day to day client experience while ensuring operational execution runs smoothly, on time, and to a high standard.

You will be responsible for maintaining strong client relationships, translating client needs into clear internal actions, and building operational systems that scale as the business grows. This role blends communication, structure, accountability, and problem solving.

This is not a passive account role. You will be expected to lead conversations, anticipate issues before they surface, and bring clarity to complex workflows.

Key Responsibilities

Client Relationship Management

Serve as the primary point of contact for assigned clients

Build trust through clear communication, consistency, and follow through

Lead onboarding, ongoing updates, and periodic reviews

Translate client goals into actionable plans for internal teams

Handle client questions, feedback, and concerns with confidence and professionalism

Operational Execution

Own internal workflows across projects, timelines, and deliverables

Ensure work is delivered accurately, on time, and aligned with client expectations

Coordinate across teams including marketing, content, paid media, and analytics

Identify inefficiencies and implement process improvements

Maintain documentation, trackers, and standard operating procedures

Planning and Coordination

Create and manage project timelines and priorities

Balance multiple clients and initiatives without loss of quality

Proactively flag risks, blockers, or scope changes

Support leadership with visibility into workload, capacity, and delivery health

Quality and Accountability

Review outputs before delivery to ensure clarity and consistency

Ensure commitments made to clients are realistic and met

Hold internal stakeholders accountable to deadlines and standards

Maintain a high bar for communication, both written and verbal

Requirements

Proven experience in client facing roles such as account management, client success, operations, or project management

Strong written and verbal communication skills

Highly organized with excellent attention to detail

Comfortable managing multiple clients and priorities at once

Ability to turn ambiguity into structure and action

Experience working with remote or cross functional teams

Confidence engaging with senior stakeholders and decision makers

Strong judgment, discretion, and ownership mindset

Nice to Have

Experience in marketing or agency environments

Familiarity with process documentation and workflow tools

Experience improving internal systems and scaling operations

Analytical mindset with comfort using data to guide decisions

What Success Looks Like

Clients feel informed, supported, and confident in the partnership

Internal teams have clarity, direction, and realistic timelines

Projects move forward without friction or last minute surprises

Operations become more efficient over time, not more complex