Operations Manager at Capita overseeing a team to achieve service levels and performance objectives. Leading HR initiatives and managing operational risks with a focus on customer satisfaction.
About the role
- Membership Operations Coordinator acting as EA to Executive Directors, managing member lifecycle operations. Focused on scheduling, CRM management, member onboarding, and engagement tracking.
Responsibilities
- Manage calendars across EDs (and select RDs), including:
- Member meetings
- Prospect meetings
- Internal operating cadence
- Coordinate scheduling across multiple stakeholders (members, prospects, internal team)
- Prepare daily/weekly briefing notes for EDs:
- Upcoming meetings
- Member context
- Follow-ups required
- Ensure all prospects and members are accurately tracked in HubSpot:
- Correct stages
- Clean data fields
- Updated notes and activity
- Own CRM hygiene:
- Identify missing data
- Follow up with RDs/EDs to complete records
- Support pipeline tracking and simple forecasting inputs
- Own logistics and tracking of new member onboarding:
- Schedule onboarding calls
- Ensure completion of onboarding milestones
- Track and report on:
- First meaningful introduction
- First engagement/action
- Activation status (first 30 days)
- Ensure no new member “falls through the cracks”
- Track key engagement signals:
- Event attendance
- Introductions made
- Deal participation
- Support EDs in preparing for:
- 90 / 60 / 30-day renewal cycles
- Help coordinate:
- Member outreach
- Follow-ups
- Renewal touchpoints
- Prepare materials for:
- Pod meetings (Acquisition, Onboarding, Retention)
- Capture notes and action items
- Ensure follow-through on key actions across the team
- Ensure a seamless, high-quality experience across:
- Scheduling
- Communication
- Follow-ups
- Help coordinate:
- Event invites
- Introductions
- Key member communications
Requirements
- 2–5 years experience in:
- Executive Assistant, Operations, or Customer Success roles
- Highly organized with strong attention to detail
- Comfortable working in fast-paced, high-accountability environments
- Strong written and verbal communication skills
- Experience with CRM systems (HubSpot preferred)
- Ability to manage multiple priorities across stakeholders
- Proactive and solutions-oriented
Benefits
- Offers Equity
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