Operations & Client Relations Specialist

Gracie Barra Events produces Gracie Barra's events, working with licensees, participants, honored guests, and internal teams across the Gracie Barra network.

We are looking for an organized, communicative, and detail-driven Operations & Client Relations Specialist to be the connecting point between our licensees, participants, guests, and internal teams. You will keep information organized, follow every request through to completion, document our processes, and support each event from the first licensee conversation to the final post-event follow-up.

This is a hands-on role for someone who enjoys relationships and operations: answering a licensee in the morning, preparing a contract at noon, updating the rooming list in the afternoon, and closing the day with a clean Monday.com board.

Your Mission

Ensure every licensee, participant, and guest of GB Events receives clear, timely, and well-documented support, so that every event runs on accurate information, signed agreements, organized logistics, and closed follow-ups.

Key Responsibilities

1. Communication & Client Service

• Monitor and respond to emails, maintaining a response time of up to 24 hours.
• Send formal communications to document deliveries, guidance, and processes related to licensees.
• Manage communication groups and channels via WhatsApp, RingCentral, Slack, and Telegram.
• Follow up with licensees, participants, vendors, and internal teams; schedule internal and external meetings.
• Organize and archive communications once requests are completed.

2. Licensee Onboarding & Relationship Management

• Onboard new licensees: set up Google Drive folders and materials, send the onboarding communication sequence, and lead the first meeting to present processes and operational guidance.
• Guide licensees on processes, documents, materials, and next steps.
• Track material requests and confirm their delivery.

3. Contract Management

• Draft and customize contracts in Portuguese or English for GBE events.
• Review information before sending, manage signatures through PandaDoc, and follow up until completion.
• Organize and archive completed documents.

4. New Licensee Development

• Research and organize qualified leads for future licensees.
• Schedule product/event presentation meetings and participate alongside Marketing and other leaders.
• Support the presentation of GB Events products and follow up on opportunities after meetings.

5. Event Operations

• Participants: Manage the confirmed participant base and registrations in Cvent, including coupons and data corrections.
• Lodging: Manage hotel accommodations, room allocation, and the Rooming List; maintain communication with the hotel until all adjustments are closed.
• Payments: Track receipts (card, PIX, Stripe, Square, Rede Itaú), support payment reconciliation, issue invoices, request the financial closing of events, and route refund requests correctly through Bliss.
• VIPs & Honored Guests: Organize confirmations and needs of VIPs, Honored Guests, and Board members, and prepare their letters and communications.
• Black Belt Graduations: Manage graduation requests, documentation, and approval steps, keeping status records up to date.

6. Marketing Alignment

• Inform Marketing of confirmed event dates and any changes to dates, locations, or key information.
• Support the review of information before publication so operational details and published materials stay accurate and aligned.

7. Documentation, Systems & Continuous Improvement

• Keep key resources organized and current: Jotform/Rebrandly event request link, Memories and post-event materials, operational manuals, standard Invoice template, licensee financial spreadsheet template, and the Master Form.
• Build and maintain Monday.com boards: log requests, owners, deadlines, status updates, and next steps.
• Support testing of event pages and systems, report issues, and validate the user experience before public release.
• Create and update the event FAQ and the responses used by the GB Events BOT.
• Create, distribute (links/QR codes), and track event satisfaction surveys, and organize results for analysis.
• Lead post-event follow-up: pending payments or refunds, open items, and lessons learned.

How Your Success Will Be Measured (KPIs)

KPI                                    What It Measures

Email response time        Speed of replies to licensees, participants, and partners

Licensee onboarding
completion                       New licensees with folders, onboarding sequence, and first meeting completed

Contract cycle                 Contracts sent, signed, and archived in PandaDoc 
Lodging accuracy           Rooming List finalized and confirmed with the hotel before the event
Payment & refund
follow-up                         Pending payments/refunds resolved after each event

Monday.com
board hygiene                 Requests logged with owner, deadline, and current status

Survey participation        Participant response rate to event satisfaction surveys

New licensee pipeline     Qualified leads researched and presentation meetings scheduled 

Requirements

Required Experience

• 2–4 years of experience in client relations, customer success, event operations, or administrative/operations support.
• Experience managing multiple stakeholders (clients, vendors, internal teams) at the same time.
• Experience preparing, reviewing, or managing contracts and formal documentation.

Required Skills

• Professional fluency in Portuguese and English, written and spoken (contracts and communications are produced in both languages).
• Strong written communication: clear, professional, and well-documented.
• High level of organization, attention to detail, and follow-through.
• Comfort working with digital tools: Google Drive, Slack, WhatsApp, e-signature platforms, and spreadsheets.
• Basic understanding of payment tracking and reconciliation.
• Ability to work independently, manage deadlines, and prioritize in a fast-moving event environment.

Preferred Qualifications

• Experience with Cvent, PandaDoc, Monday.com, Jotform, RingCentral, Stripe, or Square.
• Experience with hotel group bookings and rooming lists.
• Experience in event production, hospitality, franchising, or licensing models.
• Experience creating FAQs, chatbot responses, or satisfaction surveys.
• Familiarity with Jiu-Jitsu and the Gracie Barra community is a plus.

Ideal Profile

We are looking for someone who:

• Enjoys being the go-to person licensees and guests can count on.
• Closes loops: every request is answered, documented, and archived.
• Stays calm and organized when several events, contracts, and requests move at once.
• Communicates with warmth and professionalism, in Portuguese and English.
• Sees processes clearly and looks for ways to improve and automate them.
• Takes ownership of results, not just tasks, and keeps the team informed without needing reminders.

***Please! Send us your resumé/curriculum and cover letter in English!
All our Gracie Barra interviews are held in English, unless previously expressed and agreed to be conducted in another language!