Job Overview

Our client is a high-growth, global PR agency specializing in guaranteed editorial coverage across internationally recognized news brands. Operating on a unique monthly subscription model, they deliver influential articles that drive trends, social media traction, and tangible business results. Our client is looking for a professional to own the bridge between client success and operational execution. In this role, you will ensure that every client’s journey—from onboarding to published coverage—runs seamlessly and meets high-quality standards. 

Schedule

• Monday - Friday, Flexible Hours within Sydney, NSW AEST/AEDT (40 work hours per week)

Responsibilities

Workflow Management & Operations

• Oversee end-to-end operational workflows from onboarding through publication
• Identify bottlenecks and implement process improvements to increase team velocity
• Act as the central liaison between writers, journalists, editors, and client management teams
• Maintain HubSpot data integrity and build reports/dashboards to track project progress
• Implement and monitor QA processes to ensure deliverables meet editorial standards
• Manage workload distribution and identify resource needs for writers and editors
• Develop and maintain Standard Operating Procedures (SOPs) for team consistency

Client Services Management

• Conduct high-level onboarding calls and position yourself as a trusted publication expert
• Execute publication strategies and recommend news brands based on client objectives
• Manage internal and external client tickets within HubSpot, prioritizing efficient resolution
• Proactively handle client issues related to publication delays or editorial changes to ensure retention

Training & Support

• Assist in training team members on client handling procedures and best practices
• Document successful client interaction approaches and contribute to training materials
• Support the Client Services Director in facilitating regular team meetings

Reporting & Special Projects

• Monitor KPIs including time-to-publication, client retention, and ticket resolution speed
• Generate and present regular reports for leadership on operational metrics and productivity
• Support the Director and COO on urgent initiatives and manage larger client accounts when needed

Requirements

• 3+ years of experience in operations, client success, or project management within a PR, media, or subscription environment
• Advanced proficiency with HubSpot (reports, dashboards, deal stages, and ticket management) is non-negotiable
• Experience documenting SOPs and training team members
• Proven ability to manage high-volume workflows and coordinate between creative teams and clients
• Excellent written and verbal communication; comfortable resolving client issues via phone or email
• Strong problem-solving skills with a dedicated client-retention mindset
• Highly organized, data-driven, and able to work autonomously in a remote setting

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.