Job Title

About Skinfluence MarketingSkinfluence Marketing is a specialized creative and digital marketing agency serving themedical aesthetics and plastic surgery industry. We partner with leading clinics, surgeons, and aesthetic brands acrossCanada 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 theleading 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 RoleWe are hiring aDirector of Operations & Client Successto 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 standardwhile 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 Responsibilities1. Agency Operations & DeliveryOwn the end-to-end delivery of all client services across accountsManage and optimize internal workflows, SOPs, and delivery systemsOversee project timelines, deadlines, and task ownershipEnsure clear internal handoffs between sales, onboarding, and deliveryIdentify and resolve delivery bottlenecks before they impact clientsMaintain consistent execution standards across all service packages2. Team Management & AccountabilityDirectly manage Account Managers, Content Marketing Manager, Designer, and SpecialistsRun weekly team check-ins and one-on-ones with direct reportsMonitor team workload, utilization, and capacityIdentify performance gaps and coach team members proactivelyAddress underperformance or workflow issues quickly and professionallyEnsure team members clearly understand priorities, deadlines, and expectations3. Client Success & RetentionOwn client health, satisfaction, and retention across all accountsAct as the primary escalation point for client concerns or issuesEnsure clients receive proactive communication, updates, and clarityLead Quarterly Business Reviews (QBRs) and performance check-insIdentify early warning signs of churn and address them proactivelyEnsure clients understand results, progress, and next-step strategy4. Scope Control & Profit ProtectionEnforce scope boundaries and protect the team from over-deliveryIdentify and address scope creep with clients professionallyPartner with founders to recommend upsells or expanded services when appropriateTrack effort vs. retainer value to ensure client profitabilityFlag unprofitable or high-risk accounts early with clear recommendations5. Capacity Planning & ScalingMonitor agency capacity and recommend hiring or resource shiftsForecast workload based on current clients and pipelineAssist founders in planning for growth without sacrificing delivery qualityHelp prepare the agency for scaling from 20+ clients to 40+ and beyond6. Systems, Tools & Process OwnershipOwn and optimize project management tools and internal systemsMaintain clear documentation, SOPs, and process updatesIdentify inefficiencies and implement operational improvementsEnsure tools are used consistently and correctly across the teamSuccess Metrics (This Role is Measured On)Client retention rateOn-time delivery rateReduction in founder involvement in daily operationsTeam utilization and workload balanceClient satisfaction and feedbackOperational efficiency and clarityRequired Experience6+ years of experience in a digital or creative agency environmentPrior experience managing multiple retainer-based clientsProven experience managing teams (15+ people preferred)Strong understanding of agency operations, workflows, and marginsComfortable leading client conversations and difficult discussionsExperience owning delivery across multiple service linesRequired SkillsStrong operational and organizational skillsConfident leadership and people managementClear, direct communication (internal and client-facing)Ability to prioritize and make decisions under pressureStrong problem-solving and accountability mindsetComfortable pushing back when necessary (internally and externally)Who This Role is Not ForSomeone early in their careerSomeone who avoids conflict or accountabilitySomeone who needs constant directionSomeone without agency experienceSomeone who prefers purely tactical or execution-only workWhat Success Looks Like After 6 MonthsFounders are no longer involved in day-to-day client deliveryTeam is organized, confident, and operating with clarityClients feel supported, informed, and satisfiedFewer emergencies, less chaos, and cleaner executionAgency is operating with consistency and scalabilityThis 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.