Key Responsibilities:

• Team Leadership: Foster a collaborative team environment that encourages innovation, creativity, and excellence. Lead, motivate, and develop the team to ensure they have the skills and support needed to meet project and client needs effectively.
• Process Improvement: Continually assess and improve internal processes to enhance efficiency and service quality.
• Strategic Planning: Contribute to the strategic planning of the agency, identifying opportunities for growth and operational improvements.
• Client Communication: Serve as the first point of contact for clients, maintaining regular communication, answering calls and emails promptly, creating short and concise monthly report emails, and ensuring all client queries are addressed with a high level of professionalism.
• Project and Operations Management: Schedule and prioritise work through daily team meetings, manage the renewal of hosting and domain names, and oversee the scheduling of maintenance tasks.
• Budget and Time Management: Manage budgets and track time against monthly or project-specific projections to ensure financial and operational efficiency.
• Quality Control: Conduct final Quality Control checks on all fixes and changes to guarantee the highest standard of work delivered to clients.
• Website and Content Management: Manage routine website content updates and ensure all client requests are executed accurately and in a timely manner.
• Issue Resolution: Understand client issues, create and manage tickets on Jira, and collaborate with the internal team to drive issues to resolution before communicating next steps to clients. Create quick Loom video screen recordings to assist colleagues and clients when required.
• Business Development Support: Initiate discussions about new projects with clients and transition these opportunities to colleagues for further action.

Skills & Qualifications:

• A bachelor’s degree in Business, Management, Computer Science or other appropriate field.
• Strong leadership skills and the ability to motivate and inspire teams.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and attention to detail.
• Experience using project management tools, including Jira.
• Ability to manage multiple projects simultaneously and meet tight deadlines
• Solid understanding of web and software development technologies, tools, and processes.