Head of Client Operations

Remote-first

Fully flexible hours

Dog friendly

Location: Central London

Job Type: Full time [hybrid working]

Why join us?

If you love food and technology as much as we do, you’ll love life at Vita Mojo. We’re on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars and restaurants. And we want a world where everyone gets the meal they’re hoping for. Each and every time.

Our Vita Mojo DNA

We’re proud to have built an award-winning digital platform. Vita Mojo is a positive, energetic and forward-thinking place to work, and when you become a Moji, you’ll be joining a supportive team who’ve always got your back. Our passion for technology and food is matched only by our support for our people.

About the role

Your mission as Head of Client Operations with the Vita Mojo Client Success team is to set every new client up for success by leading an outstanding product onboarding experience!🚀 In this role you’ll lead our Implementation and Solutions Consulting teams, interacting with clients from pre-sales to implementation to launch and beyond, providing a seamless experience every step of the way. As we grow, you’ll have the opportunity to grow your team, designing new processes and developing a world-class experience for our clients (and Mojis!) along the way. We would love to have you lead us on that journey!

The day-to-day

Reporting to the Head of Client Success, your day-to-day as the Head of Client Operations will largely cover the following areas:

Strategic team development and oversight

You’ll manage a growing team, taking on both direct and skip level management responsibilities. In this brand new role you’ll join our current Client Operations team of one Lead Implementation Manager, three Implementation Project Managers, and two Solutions Consultants. The team’s primary responsibility is onboarding new Enterprise and SMB clients to the Vita Mojo platform and you’ll look after managing the team’s workload and wellbeing, identifying the most important things for them to focus on, and keeping track of capacity across multiple projects. This includes:

  • Setting the vision and direction for the Client Operations team, owning OKRs and KPIs
  • Developing and iterating on team processes and procedures
  • Building a high performing team capable of prioritising effectively, delivered on time and in line with our values, at scale
  • Implementation management

    You and your team will oversee all implementations from SMB to Enterprise. For enterprise accounts, you’ll need to be directly involved on projects that require more senior stakeholder management. This includes:

  • Owning the implementation lifecycle by working with the team of Implementation Project Managers and Solutions Consultants to develop and iterate the onboarding process. This might require hands-on work, with the aim to work alongside, delegate and empower our Implementation Managers to successfully launch clients on time and in an efficient way.
  • Liaising with internal and external stakeholders for all VMOS implementations to ensure that we’re flying in formation and always orientated around providing value to our clients
  • Managing relationships with our hardware suppliers as well as ensuring that we forecast hardware requirements to fulfil clients’ needs.
  • Managing client relationships to ensure clients progress through our implementation pipeline at a mutually beneficial pace.
  • Operational excellence

    You will identify, analyse and improve processes to continually optimise performance. This includes:

  • Being a product expert. You will have a deep understanding of our products, providing support and knowledge to the whole Client Success team to empower them to do their jobs successfully
  • Redesigning our processes to continuously step-change the performance of our implementations, enabling us to hit our productivity and growth targets. This includes analysing, mapping, re-designing, training and executing across our teams to make the processes more predictable and easily scalable.
  • Leveraging Salesforce. Salesforce is at the heart of the client side of our business and should be the source of truth for all client information. You’ll be the champion of this tool across the business and drive adoption
  • Key Competencies

    • Leadership - you know what it takes to lead a team and are able to motivate those around you to achieve great results on an ongoing basis.
    • Client focused - you care about the hospitality sector and the clients that you work with, setting high standards to achieve optimal outcomes for them.
    • Project management - you’re able to juggle multiple competing priorities, making informed and pragmatic prioritisation decisions along the way.
    • Communication - you’re an excellent communicator with the ability to simplify concepts and tailor your style depending on who you’re communicating with - be that a CEO, Finance Director, or restaurant manager.
    • Strategic thinker - you’re able to see the big picture, understanding the role your teams have to play within the success of the business and how to plan ahead to optimise outcomes
    • Analytical - you’re able to get involved in the detail, using data and feedback to continually optimise the implementation process.
    • Stakeholder management - you’re adept at dealing with a range of different personalities across varying levels of seniority, both internally and externally
    • Process driven - you enjoy designing and iterating on processes and have the rigour and attention to detail to ensure that they’re adhered to.
    • Commercially savvy - you understand the economics that drives the business and the business of your clients and are able to make decisions accordingly.
    • Resilient - you’re able to stay focused, adapt and perform when things are going well, but also when under pressure.

    Work perks and benefits

    Our approach. We work on a hybrid model which means that once a week teams come into the office for an optional team collaboration day, and the other four days are spent working from home (or hot-desking in the office if that’s your jam!).

    💪 We’re proud of the flexibility that we offer our Mojis (check us out on Flexa’s Global Top 100 companies!) and want to promote a positive work/life alignment. A one-size-fits-all approach won’t work for every Moji and team, and we encourage you to have conversations with your line manager and team to understand your work preferences and team needs.

    The aim is to ensure that Mojis are able to maximise their potential, build trust with their teams, establish an effective work/life alignment and also meet the needs of our growing business! 🚀

    💻 Your tech kit. We want to supply you with the best hardware to get the job done. We will set you up with your basic kit when you start and anything else you need once you have some time to get your feet on the ground.

    🏡 Work from home kit. When you join we’ll work with you to understand your work from home needs, and get you set up to be your most productive while working from home.

    🕰️ Your hours. Where possible, you set your own hours to get the work done in line with your team and company needs. If you’re an early riser, come in as early as you like; if you need to do the morning school run, come in a bit later. At the end of the day, the work needs to be done but we also need you to balance that with life.

    🌵 Your work environment. Our bright and spacious offices offer lots of natural light, a jungle of plants, and different spaces to relax and focus on what you need to do.

    🍑 Food and drink. We stock all the coffee and tea you can drink when in the office and we’re never without snacks!

    💳 Your budget. You have a monthly £80 wellbeing and lifestyle allowance available through your own personal wallet. Spend it on anything (within reason!) that will help improve your life.

    💗 Your development. We have found that Mojis who thrive at Vita Mojo embrace a growth mindset and are proactive about their development, find ways to contribute and grow in non-linear (and linear!) ways. We offer a £600 L&D budget to support you in that development and to gain the skills, knowledge and relationships you need to soar, whether at Vita Mojo or later on in your development journey.

    🧠 Your mental health. Through our partnership with Spill, you can ask a therapist for advice, schedule a one-off therapy session, or use a series of therapy sessions. We also offer Mental Health Days to use in moments when you need to take a day for some additional space to refocus your energies. Personal coaching is available to all Mojis through our partnership with MoreHappi, to help you grow and reach your goals!

    🌴 Your holidays. We believe in finding your work life alignment and want you to take advantage of your 25 days of leave, plus public holidays. Your holiday allowance increases after each complete calendar year of service, up to 28 days.

    🤒 Your health. We offer 10 days of full pay sick leave.

    🥳 Your birthday. We love celebrating birthdays, whether through baked goods or gifts, and you also get the day off on (or around) your birthday every year.

    🍾 Your social spirit. We love socialising with our fellow Mojis, whether through monthly drinks in the office, quarterly offsite socials (both virtual and in person), celebrating milestones, or anything else that comes up, we enjoy hanging out with each other!

    🐶 Dog friendly. We love our furry friends who visit the office! Calling all responsible pet owners to join us! 😊

    Apply now
    Vita Mojo
    Information Technology
    Operating Systems
    View company profile

    Remote-first

    Fully flexible hours

    Dog friendly