Location: West London, UK (On-site)
Type: Full-time, Permanent
Reporting to: CEO & COO
Salary: Competitive + Performance Bonus + Equity Progression Path
Website: www.elitecorporation.group

CORE SKILLS & TOOLS

• Trello – expert-level ability to manage complex projects and teams.
• Google Workspace / Microsoft Office – strong report writing and presentation skills.
• CRM Systems – experience with HubSpot, Salesforce, or similar.
• Data & KPI Analysis – ability to track and interpret performance metrics.
• Meeting Leadership – able to run client calls and internal huddles effectively.
• Workflow Engineering – proven ability to optimise processes for scale.

ROLE OVERVIEW

The Operations & Customer Success Manager is a full-throttle, front-line leadership role responsible for managing the operational engine of ECG while owning client relationship excellence across all brands.

This role is 60% Operational Management and 40% Customer Success Leadership — you will:

• Run the internal operations of ECG like a high-performance machine.
• Be the face and voice of excellence for our most important clients.

KEY RESPONSIBILITIES1. OPERATIONAL MANAGEMENT (50% OF ROLE)

• Trello Project Management:
• Create, update, and manage all Trello boards for projects and client accounts.
• Ensure deadlines, owners, and deliverables are tracked in real-time.
• Reporting Excellence:
• Write daily, weekly, and monthly operational reports for leadership.
• Present findings clearly with actions, blockers, and performance metrics.
• Workflow Optimisation:
• Analyse current workflows across departments and identify bottlenecks.
• Design and implement streamlined processes for speed and quality.
• Productivity Tracking:
• Monitor team productivity using Trello, time-tracking tools, and KPIs.
• Identify underperformance and implement improvement plans.
• Cross-Department Coordination:
• Ensure Sales, Marketing, Content, and Delivery teams work in sync.
• Hold all teams accountable for deadlines and quality standards.

2. CUSTOMER SUCCESS LEADERSHIP (50% OF ROLE)

• Client Relationship Management:
• Be the primary point of contact for high-value clients across all ECG brands.
• Conduct regular meetings (weekly/bi-weekly/monthly) with clients to review progress.
• Client Service Optimisation:
• Constantly look for ways to better serve clients and exceed expectations.
• Gather feedback, analyse needs, and implement changes quickly.
• Retention & Growth:
• Ensure client retention rate exceeds 95%+.
• Identify upsell and cross-sell opportunities during regular interactions.
• Value Delivery:
• Ensure all deliverables are on-time, on-brand, and exceed quality standards.
• Resolve client concerns before they escalate.