Strategic Operations – Process Lead

IMA-HOME

Strategic Operations Lead transforming business strategies into efficient processes at IMA. Supporting global customer experience initiatives and operational excellence across various workstreams.

Posted 6/13/2026full-timeCape Town • 🇿🇦 South AfricaSeniorWebsite

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Hard Skills

process mappingSOP developmentworkflow auditingB2B customer lifecycle managementproject managementoperational strategy executionefficiency improvementdata analysis

Soft Skills

organizational skillscommunication skillsleadershipproblem-solvingcollaboration

Tools & Technologies

G-SuiteCRMsMiroLucidChartVisioProject Management software

Certifications & Qualifications

Lean Six Sigma Green BeltPMPPrince2

Industry Keywords

operations managementbusiness process engineeringcustomer experienceglobal consistencystrategic workstreams

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

You will be the operational engine behind global strategic workstreams
Your mission is to take high-level strategy and turn it into the operational backbone of our business
You will support in deconstructing the B2B customer lifecycle, build the SOPs, and manage the execution of our global Customer Experience initiatives
Break down the 'Client Run Track' into granular, executable sub-steps
Draft formal Standard Operating Procedures (SOPs) for each stage to ensure global consistency
Manage the back end 'heavy lifting' for the 'CX Horizons' project, including recruitment and scheduling for the Global Customer Panel
Physically set up and maintain the tracking tools and dashboards (G-Suite, CRMs, or Project Management software) required to manage these lifecycles
Constantly audit existing workflows to identify 'leakage' and design lean interventions to improve efficiency

Requirements

What you’ll need

4–7 years in a mid-senior operational role (e.g., Business Process Engineer, Analyst, Operations Lead, or Management Consultant)
Degree in Business, Engineering, Information Systems, Operations Management, or a related field
Certifications: Lean Six Sigma (Green Belt), PMP, or Prince2 are highly advantageous
Proficiency in process mapping tools (Miro, LucidChart, Visio) and advanced G-Suite/Project Management platforms

Benefits

Comp & perks

A chance to develop your career within an award-winning, people-first creative agency
Member of the Institute of Practitioners for Advertising
Access to Paymenow and Payjoy to aid with financial wellbeing
Enrolment into Medical Aid and Medical Insurance
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Disability cover
The chance to become a part of a growing studio
Global office locations
Group life cover