**Operations & Client Services Manager
ViralNetwork.eg | Full-time | Egypt
About ViralNetwork
ViralNetwork is a social media marketing and media production agency providing strategy, content planning, media buying, community management, branding, graphic design, production and post-production.
We are growing and looking for an experienced Operations & Client Services Manager to build a dependable operating system across our client portfolio and creative teams.
Role objective
Own the agency’s delivery system from client onboarding to monthly reporting. Ensure that every client has clear priorities, every deliverable has an owner and deadline, workloads are realistic, quality standards are followed, and the CEO is no longer the default person responsible for daily operations.
Key responsibilities
- Agency operations
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Own the agency-wide workflow, task management system and delivery calendar.
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Assign work based on capacity, skills, deadlines and client priorities.
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Identify bottlenecks early and resolve resource conflicts.
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Lead weekly planning and delivery meetings.
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Maintain SOPs, checklists, handoff standards and escalation procedures.
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Ensure every task has one accountable owner, a deadline and a clear definition of done.
- Account management and client services
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Directly supervise and coach the Account Managers.
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Ensure every client has a current brief, strategy, content calendar, approval history and reporting schedule.
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Monitor response quality, client satisfaction, unresolved issues and scope creep.
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Handle escalations before they reach the CEO whenever possible.
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Ensure monthly reports and client meetings happen on schedule.
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Coordinate onboarding, renewals and offboarding with the CEO.
- Creative and production coordination
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Coordinate briefs and deadlines across content, design, filming and editing.
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Maintain visibility of shoot dates, raw footage, editing status, revisions and final approvals.
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Allocate freelance photographers, designers and editors according to capacity and project importance.
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Enforce brand-specific publishing and creative QA.
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Prevent asset loss, wrong-client content, missed approvals and avoidable rework.
- Team performance and accountability
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Define responsibilities and measurable expectations for each role.
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Conduct regular one-to-ones and performance reviews.
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Identify training needs and recommend hiring or freelance support.
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Maintain a skills matrix, capacity plan and backup coverage for critical tasks.
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Document recurring performance problems and follow the agency’s fair performance-management process.
- Reporting and improvement
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Maintain a weekly agency delivery dashboard.
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Track on-time delivery, overdue tasks, revisions, client escalations, capacity and client health.
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Establish baseline performance during the first month.
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Recommend practical improvements that reduce wasted time and founder dependency.
Decision-making authority
The manager owns operational priorities, task allocation, deadline management, workflow enforcement and routine client-service escalations within agreed policies and budgets.
The CEO retains final authority over pricing, contracts, major scope changes, hiring and termination decisions, significant financial commitments, agency strategy and high-risk client relationships.
The manager coordinates media buying and production but is not automatically expected to be the technical expert in every discipline.
Required qualifications
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4+ years of relevant experience in a digital marketing, social media, creative or advertising agency; meaningful team-leadership experience is essential.
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Demonstrated experience managing multiple clients and concurrent deliverables.
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Strong project planning, workload management and process documentation skills.
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Experience leading Account Managers or client-service teams.
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Strong written and spoken English and Arabic.
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Confident client communication, conflict resolution and professional judgment.
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Strong spreadsheet/reporting skills and hands-on experience with a project-management platform.
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Ability to lead hybrid and remote teams with clear written communication.
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Comfortable using KPIs, identifying root causes and holding people accountable.
Preferred qualifications
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Experience coordinating paid media, content production, design and community management.
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Experience creating SOPs, capacity plans, QA systems and reporting dashboards.
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Experience onboarding new clients and managing retention risks.
Success after 90 days
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One reliable agency-wide delivery system is operating.
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Account Managers run their accounts without routine CEO intervention.
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Workload, deadlines and bottlenecks are visible before they become emergencies.
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Publishing and production QA procedures are followed.
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The CEO receives a concise weekly dashboard and spends materially less time on routine operations.
Application requirements
Applicants should submit a CV and a short explanation of:
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The number and types of clients and team members they previously managed.
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A real operational problem they solved.
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The project-management and reporting systems they have implemented.
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Their approach to reducing missed deadlines, rework and client escalations.**
