Agency Operations Director | Project & Client Delivery (UK hours)

About the Role

Our client in the UK is looking for an Operations Director with a strong marketing background, ideally gained within an agency, for whom project management is the core of the role. Day to day, you'll own end-to-end delivery of client projects and act as the senior link between our clients and the specialists delivering their work. Alongside this, you'll take on the wider running of the agency's operations, working closely with the Managing Director and stepping in to run the business in their absence.

Key Responsibilities

• Own end-to-end delivery of client projects, from onboarding and planning through to completion, keeping timelines, budgets and scope on track — the largest part of this role.
• Act as the main point of contact for clients, leading regular status calls and reporting on progress, performance and next steps.
• Manage and coordinate the day-to-day work of the SEO Specialist, Ads Specialist, Website Designer & Developer and Graphic Designer, balancing workloads and resourcing across projects.
• Translate client briefs and objectives into clear tasks, priorities and deadlines for the delivery team.
• Quality-check all client deliverables against the companys standards and agreed processes before sign-off.
• Proactively flag risks, delays or scope changes to clients and internal stakeholders, and manage them through to resolution.
• Maintain accurate project documentation, timelines and status reporting using the agency's project management tools.
• Build strong, trusted client relationships, identifying opportunities to add value within each account.
• Support smooth onboarding of new clients and projects, working closely with the wider team on handover.
• Oversee the wider day-to-day running of agency operations, ensuring people, projects and processes run smoothly as the business scales.
• Act as the senior point of contact and decision-maker for the agency in the Managing Director's absence, keeping clients, projects and the team on track.
• Collaborate with finance on budgets, forecasts and margin tracking across client projects and the wider operation.
• Manage vendors and external suppliers, ensuring service standards and value for money.
• Identify operational inefficiencies and implement scalable systems and processes across the agency.
• Foster a performance-focused, positive team culture as the agency grows.

Requirements

• Strong project management experience with a marketing background, ideally gained at a marketing or creative agency — this is essential.
• Working understanding of SEO, paid media, website design/development and graphic design disciplines, sufficient to brief, manage and quality-check specialists in each area.
• Confident, client-facing communicator, comfortable presenting progress and managing expectations directly with clients
• Skilled at managing multiple concurrent projects and cross-functional teams to deadline.
• Highly organised and process-driven, with a strong eye for quality and attention to detail.
• Experience with project management tools such as Asana.
• Operations leadership experience — including HR processes such as resourcing and onboarding, budgeting/forecasting, vendor management and change management — desirable, to support the wider operational side of the role.

Performance Metrics

• Client satisfaction, retention and project delivery.
• Operational efficiency across the agency.
• Staff retention and onboarding experience.
• Budget performance and margin tracking.

What We Offer

• Full-time position.
• Fully remote working.
• The chance to own client project delivery and shape how the agency's operations run as we scale.