JOB OBJECTIVE
The Operations Manager will be responsible for overseeing the day-to-day operations and performance of SMAT Marketing, ensuring that projects, client engagements, internal teams, and administrative functions run smoothly and efficiently.
Working closely with the Managing Director, the Operations Manager will ensure that work is delivered on time, clients are well supported, and internal systems remain organised and accountable.
This role plays a key part in maintaining operational discipline while supporting the company’s continued growth.
KEY DUTIES & RESPONSIBILITIES
Operational Management
- Oversee the day-to-day operations of the company
• Ensure internal processes are organised, efficient, and consistently followed
• Maintain clear operational systems for project tracking, approvals, and documentation
• Identify opportunities to improve efficiency and reduce operational bottlenecks
Project & Campaign Delivery
- Oversee the planning, assignment, and delivery of all client projects and campaigns
• Ensure timelines, deliverables, and responsibilities are clearly defined
• Monitor project progress and ensure work is delivered to agreed standards
• Coordinate internal teams, freelancers, and contractors involved in project delivery
Client Relationship Management
- Maintain strong relationships with existing clients
• Ensure clear communication between clients and the internal team
• Coordinate client updates, project reviews, and service follow-ups
• Address operational issues that may affect client satisfaction
Financial & Administrative Oversight
- Track invoices, payments, and outstanding receivables
• Follow up on pending payments to maintain healthy cash flow
• Monitor project costs and operational expenses
• Assist the Managing Director in maintaining financial discipline within the business
Team Coordination & Accountability
- Coordinate internal staff and contractors to ensure clear task ownership
• Monitor performance and ensure responsibilities are followed through
• Support workload planning and team scheduling
• Promote a culture of professionalism, accountability, and efficiency
Business Performance Support
- Support in maintaining client retention and service quality
• Ensure operational readiness for onboarding new clients and projects
• Identify operational improvements that support business growth
KEY PERFORMANCE INDICATORS (KPIS)
The Operations Manager will be evaluated based on:
- Timely delivery of client projects and campaigns
• Client satisfaction and retention
• Percentage of invoices collected on time
• Operational efficiency and reduction of workflow delays
• Team productivity and task completion rates
• Ability to maintain structured and organised business operations
QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree in Business Administration, Management, Marketing, or a related field
• Minimum 4 years experience in business operations, project management, or agency coordination
• Strong organisational and operational management skills
• Ability to coordinate multiple projects and teams simultaneously
• Strong communication and problem-solving ability
• High level of attention to detail and accountability
• Proficiency with productivity and project management tools
PERSONAL ATTRIBUTES
We are looking for someone who is:
- Highly organised and disciplined
• Proactive and solution-oriented
• Comfortable managing multiple responsibilities
• Professional when interacting with clients and team members
• Able to maintain structure and accountability in a fast-moving environment