ABOUT TFM DIGITAL

TFM Digital is a proudly independent media and marketing agency specialising in comprehensive solutions across paid, earned, and owned media platforms. We serve franchise and multi-location clients, leveraging expertise in digital and traditional media, creative services, SEO, social media, and CRM nurturing. Our data-informed strategies ensure impactful results for our clients.

ROLE PURPOSE

The Operations Manager ensures the internal systems, processes, platforms, and workflows of TFM Digital run efficiently and at a high standard. This role focuses on operational excellence, resource optimisation, cost control, and quality assurance across the agency.

You will not be directly managing client campaigns but will be responsible for ensuring the pods and client service teams have the infrastructure and processes they need to deliver exceptional work. This role requires a highly organised, systems-driven individual who can proactively identify operational risks, drive improvements, and support our agency's continued growth.

KEY RESPONSIBILITIES

Operational Delivery Oversight

Build, document, and maintain processes and workflows that support campaign delivery across media, creative, SEO, social, and CRM nurturing.

Develop quality assurance standards and operational checklists to ensure consistent service delivery.

Monitor adherence to internal SLAs and workflow compliance across pods.

Systems and Tools Optimisation

Manage and optimise agency tools (e.g., HubSpot, Google Chat, reporting dashboards).

Identify system gaps or inefficiencies and implement solutions to improve operational effectiveness.

Process Improvement

Lead continuous improvement initiatives to enhance productivity, reduce errors, and streamline agency operations.

Introduce automation and best practices where appropriate.

Team Resourcing and Workload Management

Oversee team capacity planning and resourcing models in collaboration with pod leaders.

Track utilisation rates and escalate potential resourcing issues early.

Financial and Vendor Management Support

Assist in managing vendor relationships and contracts.

Support financial processes related to operations: spend tracking, invoice approvals, cost optimisation.

Risk Management and Compliance

Implement operational risk controls related to client data, project approvals, creative sign-offs, and contractual obligations.

Ensure operational processes meet regulatory and privacy standards.

Internal Reporting

Provide monthly operational performance reports to the CEO covering delivery metrics, operational KPIs, risks, and improvement initiatives.

New Client Onboarding Oversight

Oversee and refine new client onboarding processes in collaboration with the Client Concierge and client service teams.

QUALIFICATIONS

EXPERIENCE REQUIREMENTS

5+ years' experience in operations, project management, or delivery management roles.

Background in marketing agencies, consulting, SaaS, or client-side marketing operations preferred.

REQUIRED SKILLS

Strong process thinking and project management skills.

Excellent organisational, planning, and problem-solving abilities.

Strong communication skills — able to work across different teams and roles.

Hands-on experience with operational platforms (e.g., HubSpot, Asana, or similar).

Financial literacy and basic budget management skills.

Growth mindset and a proactive approach to operational improvement.

WORKING CONDITIONS

38 hours per week, Full-Time.

Brisbane CBD office location.

Flexibility available depending on business needs.

TFM Digital Pty Ltd

Company Overview