The Growth Partner

Operations

• **What You Actually Do**
• *Own the hardest client situations:*
• - Take full ownership of complex, escalated, or high-risk client accounts — from first signal through to resolution — applying structured thinking at every stage
• - Diagnose the root cause behind every at-risk engagement: is it strategy, execution, expectation misalignment, or delivery failure — and build the right intervention accordingly
• - Lead high-stakes conversations at founder and C-suite level — resetting expectations, rebuilding trust, and redirecting momentum toward outcomes
• - Maintain meticulous case records that support accountability, continuity, and pattern recognition across the portfolio
• *Drive retention and commercial recovery:*
• - Monitor engagement health signals across your assigned accounts and intervene before situations deteriorate into formal escalations
• - Develop targeted recovery plans that address root causes — not surface-level complaints — and execute them at pace
• - Identify and close expansion opportunities inside at-risk accounts where trust has been rebuilt and appetite exists
• - Track and report weekly on case outcomes, revenue protected, churn signals, and patterns requiring broader operational attention
• *Operate as a senior advisor, not just a handler:*
• - Lead live advisory sessions with founders — providing direct, implementation-focused guidance across offer, outbound, pipeline, and execution where relevant
• - Advise on go-to-market strategy, offer positioning, and 90-day execution priorities when clients need more than just relationship management
• - Challenge assumptions, reframe thinking, and reset timelines with the kind of directness that only comes from someone who has seen these situations before
• - Act as a signal amplifier between clients and internal delivery teams — translating client reality into structured, actionable feedback
• *Build what scales:*
• - Contribute to the development of escalation frameworks, retention playbooks, and client risk systems that work beyond your individual caseload
• - Identify patterns across accounts that point to broader delivery or operational gaps requiring intervention at leadership level
• - Propose and implement process improvements that reduce escalation volume, resolution time, and repeat risk over time

Senior Client Operations Advisor – Special Operations

Customer Retention Specialist

• **What You Actually Do**
• *Own the hard cases:*
• - Take full ownership of escalated client situations — from first signal through to resolution — applying structured thinking at every stage, not reactive problem-solving
• - Diagnose the root cause behind every at-risk engagement and build a targeted intervention before the situation deteriorates further
• - Negotiate outcomes that protect the client relationship and the company's commercial interests — without compromising either
• - Maintain meticulous case records that support continuity, accountability, and pattern recognition across the book
• *Protect and grow revenue:*
• - Monitor client engagement signals and identify early indicators of dissatisfaction or churn risk before they surface as formal escalations
• - Develop and execute retention strategies that address underlying issues — not just surface-level complaints
• - Work cross-functionally with Customer Success, Sales, and Operations to close the gap between what was promised and what is being delivered
• - Track and report weekly on retention metrics, case outcomes, revenue protected, and churn trends — with clear recommendations, not just data
• *Build the function:*
• - Contribute to the development of retention playbooks, escalation frameworks, and client support systems that scale beyond you
• - Identify patterns across accounts that signal broader delivery or operational issues requiring intervention
• - Act as the internal voice of the client — ensuring leadership and delivery teams understand the downstream cost of service gaps
• - Propose and implement process improvements that reduce escalation volume and resolution time over time

Senior Client Retention Specialist

Financial Planning and Analysis

• Take immediate ownership of our daily cash cycle.
• Manage the movement of high-volume USD revenue from Whop to our UAE bank accounts.
• Ensure seamless, daily funding of our GBP/AED corporate cards for Meta ad spend.
• Lead the critical transition from our legacy payment setup to our new UAE-native solution.
• Oversee the financial operations across all entities.
• Manage our external bookkeeping partner, ensuring they maintain accurate records in Xero.
• Diagnose the current financial performance of specific business units.
• Deliver highly distilled, pragmatic reporting to stakeholders.

Senior Client Operations Advisor – Special Operations

Senior Client Retention Specialist

Head of Finance Operations