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Client & Operations Manager

6 months ago

Sydney, Australia Keegan Luiters Full time

Keegan Luiters is a speaker, coach, facilitator and trainer in enhancing team performance and leadership development. Based in North Sydney, this small thought leadership practice is built on a passion for teams, leadership, learning and performance.

As a small practice, you will play a big part in shaping the culture. It is important that our new Client and Operations Manager aligns with our core values. The simplest way to think about the culture that we aspire to have is - People and Performance (in that order). This means that we respect and value people as individuals. This goes for our team, our clients (current and future), our suppliers and our collaborators. It also means that we aim to deliver great work that has integrity and lasting benefit.

The primary objective of this role is to set up the thought leadership practice for success and manage the day-to-day operations of the practice. We are looking for an implementer - someone who can take ownership of a task.

A successful Client and Operations Manager is:

- An implementer - you will set the pace and get important tasks done
- Commercial - you will have a sharp and proactive approach to delivering value through your work
- A partner - you will work alongside our team and our clients to help workflow

As a Client and Operations Manage you are proactive, take responsibility and drive the practice forward. You are connected to and invested in the practice. You add value beyond maintaining the status quo.

In this role you’ll have a significant level of autonomy and management responsibility. The practice is small, agile and can move quickly. In turn, you’ll have a high degree of control over the direction and implementation of the projects you manage. Projects can move at a fast pace, without the hindrance of reporting requirements and red tape. We are open to new ideas, learnings and opportunities - we want you to “keep creating your own job description” as you identify opportunities that energise you and add value to the practice. This also means you will need to be flexible to the changing needs of the practice and comfortable with a level of ambiguity.

You will become competent in diverse areas of client and operations management. It is not expected that you will have experience in every aspect of what the role requires. Your willingness and ability to learn will be one of your greatest assets in this role. This role requires a holistic approach, from administration to project management - you will upskill quickly. There are many learning opportunities available for you to develop competence in a range of areas.

The small, team-focussed environment of the practice will facilitate connection and relatedness. You will feel closely integrated with the team and work closely with the other members of the practice. This is especially important in a hybrid remote work environment. We also hope you will feel rewarded by the work that we do - helping teams to do better work. With larger client engagements, you will also become an extended part of their team - building strong personal and professional networks. You will need to have a professional and friendly client centric manner.
- IMPLEMENTER
- COMMERCIAL
- PARTNER
- IDEAL
- Setting pace
- Proactive
- Flow
- ACCEPTABLE
- Keeping pace
- Professional
- Delivering
- UNACCEPTABLE
- Behind
- Unprofessional
- Friction
- ROLES
- RESPONSIBILITIES
- Management
- Project management
- Daily operations management
- Support quarterly sprint workflow structure
- Manage planning processes
- Manage external suppliers
- Manage internal team, working closely with virtual assistant
- Manage internal systems and platforms, including updating processes and procedures, performing audits when required, etc.
- Manage and maintain client and prospect information

Marketing & Sales
- (actual sales to be

performed by Keegan)
- Manage sales pipeline
- Support Keegan’s sales process
- Manage sales targets
- Proofread and lay-up proposals
- Client relationship management (post-sale)
- Ensure a seamless, efficient and positive customer service experience

Program Delivery &
- Event Management
- Support Keegan in IP development process, including identifying growth opportunities
- Coordinate delivery of speaking bookings, including liaising with clients, coordinating travel, communicating AV requirements, etc.
- Coordinate delivery of coaching, training and facilitation programs - live and virtual, including communication with participants, sending out reminders and collateral, etc.
- Assistance with event materials, such as marketing brochures, workshop booklets, facilitation guides, powerpoint presentations
- Manage delivery follow up process
- Support distribution of Keegan's books - Team Up & Teamership