Strategy and Operations Lead London, England
Job description
Description
Strategy and Operations Lead - Client Success
Head
Team: Client Success
Location: UK (Hybrid - at least 10-20% of time required in the office in either London or Manchester)
Salary: £53k to £63k
Full-time
Reporting to: Head of Client Solutions & Operations
The company
Spektrix is a growing collection of creative problem solvers focused around the arts and technology whose mission is to help arts organizations be more successful. We’re doing this through a combination of cloud-based software and consultative customer support that empowers arts organizations to grow revenue, increase efficiency, and build stronger relationships with audiences. We are always looking for new ways to approach problems, share knowledge, and better serve our customers. You’d be joining a team of over 190, based across our New York, London and Manchester offices and working with over 600 arts organizations in North America and the UK.
The role
Spektrix is a CRM system with a 360 degree view of a customers’ interactions with an organization, holding ticketing, marketing and fundraising data all in the same place. Our global Client Success team delivers valuable but complex solutions to our clients, such as custom reports, consultancy & training, tailored seating plans, support on their web integrations, fundraising and marketing automation practices . Delivering these solutions with care and timeliness allows our clients to better engage with and grow their audiences. Effective adoption of our solution requires complex coordination across multiple teams throughout the client journey with Spektrix.
The Strategy and Operations Lead will work across all of the Client Success teams to drive alignment and help improve the client journey against our company vision. This role will strengthen practices of continuous improvement, collaboratively improve ways of working, and ultimately ensure long-term scalability in our ways of serving clients globally. This is a senior role and may include line management of direct reports in the future.
Key Responsibilities
Main Accountabilities:
Ensure processes are effective and result in smooth and scalable delivery of value across the client journey, from onboarding through to successful day to day adoption of our Solution. You’ll do this by having a clear overview of the whole client journey and working with your wider team to bring efficiencies to the fore.
Identify and execute on opportunities to improve delivery across client teams. You’ll do this by proactively assessing the areas of most need and focusing your detailed attention on those areas in order to bring about improvements.
Ensure opportunities, risks, and business needs are managed effectively across Client Success globally. You’ll do this by listening across the teams and collating them all in one place and addressing them systematically and pragmatically.
Ensure all areas across the client success team have effective measures in place to inform and improve delivery and resourcing. You’ll do this by working with each distinct function to understand existing measures, how they could be improved and aligned, and/or support out delivery and resourcing.
Responsibilities:
Collaborate with Business Intelligence and Finance to implement processes or tools to measure impact on clients and our own teams.
Collaborate across functions to identify and influence areas of operational improvement (e.g. Marketing, Sales, Ecosystem / Partners, Product).
Contribute to the evaluation and requirements of processes and tools that can streamline ways of working internally.
Contribute to ways of working and communication paths to support efficient and effective team collaboration.
Analyze data to inform actionable ideas to support the business.
Key Requirements
You’ll have experience leading on strategic projects, from initiation and planning, through to execution and measurement of success.
You’ll have a track record of building and navigating relationships across a wide range of people, as you’ll need to do this across all levels and teams in the business.
You’ll have experience using data for a variety of purposes, such as to develop metrics to measure performance.
You’ll have demonstrated the ability to be pragmatic by finding the balance between delivering quick wins vs. transformation
You’ll have a proven ability to manage a wide range of priorities including having been able to ensure that important urgent items don’t get dropped, but also making sure that important items that aren’t urgent still get moved steadily forwards.
You’ll have experience of strategic decision making - for example figuring out who to consult on decisions you plan to make, deciding when it’s right to take a decision yourself vs escalating it etc.
About you
You’re excited about delivering impact in a fast growing, mission-driven business.
Your passion for the long-term success of our clients informs your love of designing ways of working that are scalable and impactful.
Benefits
Flexible working. If it works for you and it works for your team then it works. Different teams may have different practices that require people in the office or online at specific times.
NHS top up scheme (covering dental, optical, therapy & counselling, prescription and other health related costs)
Mental Health First Aiders across the business
Continuous development supported by Line manager, learning budget and 10% time
Enhanced Maternity, Adoption & Shared Parental Leave
35 days paid leave annually, inclusive of annual leave, bank holidays and a Birthday day off, all able to use flexibly
2 volunteering days per year
Pension scheme with matched contributions from Spektrix up to 4%
Office demo, drinks and celebrations every Friday (currently virtual)
Varied range of regular socials (virtual and in person)
Cycle to work & Season Ticket Loans
Travel stipend for commuting
Working from home
We aim to be as flexible as possible when it comes to working setups and lots of our team work from home on a regular basis. This means we generally work with a “remote first” approach even when we are in the office.
We’ll provide reasonable support and all the hardware you need to get started, but we do require that you have the following already in place for a good home working set up:
A quiet working space at home where you can consistently take video calls without interruptions
An internet connection that supports your participation in video calls and access to our systems and service.
Travelling into your local office (commuting) is at your own expense with a stipend available, any travel for business (other than commuting) will be covered by Spektrix.
Equal opportunities
Spektrix is an equal opportunities employer, we recruit regardless of race, religion, gender, gender identity, sexual orientation, age or disability status and look to employ from a wide range of backgrounds and experiences.
Confidence can sometimes hold us back from applying for a job. Studies show that women do not apply for roles unless they meet 100% of the requirements, whereas men apply when they meet at least 60% of the requirements. At Spektrix, we know that there's no such thing as a 'perfect' candidate. Spektrix is committed to creating an inclusive work environment, where our team members are supported in expressing themselves and delivering their best work. So however you
identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
Diversity in the workplace is hugely important to our working environment and to enable both individuals and Spektrix to thrive. By valuing each person’s differences we enable each person to contribute their unique experiences, strengths and viewpoints. Workplace diversity is something we aim to achieve and maintain at Spektrix, and we are pursuing a workforce that reflects the diversity of the communities we serve and work in. We aim to reflect this diversity in all departments and at all levels of seniority in the business, right up to the board.
In an effort to help us reduce bias, please do not include a photo in your CV or application.
About Spektrix At Spektrix, our mission is to provide arts organisations with the best possible chance of success. We do this by combining cloud-based technology with expert support and training consultancy, helping our clients grow their audiences and increase revenue. We’re confident that Spektrix is the most forward-thinking ticketing, marketing and fundraising solution around.
We know that the best software is user-friendly and intuitive, so we’ve built every bit of Spektrix with usability in mind. Everything in the system is quick to learn and easy to use, whether you’re a Box Office Manager, Marketing Assistant or Fundraising Director. Technology is constantly evolving — to keep up with the pace we release daily upgrades so the 500+ organisations we work with (and their audiences) never have to wait for the newest and most innovative features.
Everything we do is about making our users’ lives easier, so everyone gets unlimited support and consultancy to get the most out of Spektrix. This ethos is reflected in our service charge – an all-inclusive fee that scales with the size of your business. No upfront costs, no long-term tie-ins and no additional charges.
