Director of Operations & Client Success (Marketing Agency)

About Skinfluence Marketing

Skinfluence Marketing is a specialized creative and digital marketing agency serving the medical aesthetics and plastic surgery industry. We partner with leading clinics, surgeons, and aesthetic brands across Canada and the United States, delivering strategy-led marketing solutions across branding, content, paid media, SEO, and digital growth.

The agency is scaling and has a multidisciplinary internal team spanning account management, creative, content, paid advertising, and SEO. Our vision is to become the leading global marketing agency in the aesthetics space, beginning with market dominance across North America.

We are now entering our next phase of growth and are seeking an experienced operational leader to help us scale with structure, consistency, and excellence.

The Role

We are hiring a Director of Operations & Client Success to oversee the day-to-day operations of the agency and own client delivery, retention, and team accountability.

This role is responsible for ensuring that Skinfluence operates efficiently, profitably, and at a consistently high standard—while removing the founders from daily execution and client firefighting. You will act as the operational backbone of the agency and a key member of the leadership team.

This is a senior, hands-on role requiring strong agency experience, confident leadership, and the ability to balance internal operations with client-facing responsibilities.

Key Responsibilities

1. Agency Operations & Delivery

• Own the end-to-end delivery of all client services across accounts
• Manage and optimize internal workflows, SOPs, and delivery systems
• Oversee project timelines, deadlines, and task ownership
• Ensure clear internal handoffs between sales, onboarding, and delivery
• Identify and resolve delivery bottlenecks before they impact clients
• Maintain consistent execution standards across all service packages

2. Team Management & Accountability

• Directly manage Account Managers, Content Marketing Manager, Designer, and Specialists
• Run weekly team check-ins and one-on-ones with direct reports
• Monitor team workload, utilization, and capacity
• Identify performance gaps and coach team members proactively
• Address underperformance or workflow issues quickly and professionally
• Ensure team members clearly understand priorities, deadlines, and expectations

3. Client Success & Retention

• Own client health, satisfaction, and retention across all accounts
• Act as the primary escalation point for client concerns or issues
• Ensure clients receive proactive communication, updates, and clarity
• Lead Quarterly Business Reviews (QBRs) and performance check-ins
• Identify early warning signs of churn and address them proactively
• Ensure clients understand results, progress, and next-step strategy

4. Scope Control & Profit Protection

• Enforce scope boundaries and protect the team from over-delivery
• Identify and address scope creep with clients professionally
• Partner with founders to recommend upsells or expanded services when appropriate
• Track effort vs. retainer value to ensure client profitability
• Flag unprofitable or high-risk accounts early with clear recommendations

5. Capacity Planning & Scaling

• Monitor agency capacity and recommend hiring or resource shifts
• Forecast workload based on current clients and pipeline
• Assist founders in planning for growth without sacrificing delivery quality
• Help prepare the agency for scaling from 20+ clients to 40+ and beyond

6. Systems, Tools & Process Ownership

• Own and optimize project management tools and internal systems
• Maintain clear documentation, SOPs, and process updates
• Identify inefficiencies and implement operational improvements
• Ensure tools are used consistently and correctly across the team

Success Metrics (This Role is Measured On)

• Client retention rate
• On-time delivery rate
• Reduction in founder involvement in daily operations
• Team utilization and workload balance
• Client satisfaction and feedback
• Operational efficiency and clarity

Required Experience

• 6+ years of experience in a digital or creative agency environment
• Prior experience managing multiple retainer-based clients
• Proven experience managing teams (15+ people preferred)
• Strong understanding of agency operations, workflows, and margins
• Comfortable leading client conversations and difficult discussions
• Experience owning delivery across multiple service lines

Required Skills

• Strong operational and organizational skills
• Confident leadership and people management
• Clear, direct communication (internal and client-facing)
• Ability to prioritize and make decisions under pressure
• Strong problem-solving and accountability mindset
• Comfortable pushing back when necessary (internally and externally)

Who This Role is Not For

• Someone early in their career
• Someone who avoids conflict or accountability
• Someone who needs constant direction
• Someone without agency experience
• Someone who prefers purely tactical or execution-only work

What Success Looks Like After 6 Months

• Founders are no longer involved in day-to-day client delivery
• Team is organized, confident, and operating with clarity
• Clients feel supported, informed, and satisfied
• Fewer emergencies, less chaos, and cleaner execution
• Agency is operating with consistency and scalability

This role is a critical leadership hire and will play a key role in shaping the future of Skinfluence Marketing. We look forward to meeting you.