Growth Operations Manager

LionHeart In The Community; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A community organization in London is looking for a Growth Operations Manager to implement and oversee systems that foster growth. Responsibilities include CRM management, software enhancements, and data analytics, aiming to increase revenue from £3m to £6m+. Ideal candidates will have 3-5 years of operations experience, strong project management skills, and a background in data analytics.

Benefits

Flexible working hours

Professional development opportunities

Qualifications

• 3-5 years of experience in operations or project coordination.
• Hands-on experience with CRM platforms, preferably HubSpot.
• Ability to work with data and deliver actionable insights.

Responsibilities

• Implement and manage CRM systems to support sales operations.
• Lead software enhancement projects to improve efficiency.
• Analyze customer data to identify trends and risks.
• Map processes and implement workflow automation.
• Implement customer feedback mechanisms and satisfaction tracking.

Skills

CRM experience

Data analytics

Project coordination

Customer engagement

Problem-solving

Project Management

Collaboration

Tools

HubSpot

Salesforce

Excel

SQL

BI tools

Job description

About LionHeart in the Community (LITC)

LionHeart in the Community (LITC) is a dynamic social enterprise dedicated to empowering individuals and communities to move up the social ladder through transformative education, sport, arts, and community-led initiatives.

We are implementing the Entrepreneurial Operating System (EOS) organisation-wide, bringing discipline, accountability, and clarity to our operations as we scale for impact.

Opportunity

We are seeking a talented Growth Operations Manager to join our newly established Growth & Development department as the first hire.

You will be responsible for implementing and managing the systems, processes, and data infrastructure that enable LITC's ambitious growth plans. From CRM implementation to software enhancements, from data analytics to process optimisation, you will be the operational engine that powers our journey from £3m to £6m+ revenue.

This role is perfect for someone who loves solving problems, optimising systems, and using data to drive decisions. You will work directly with the Director of Growth & Development and collaborate closely with the Sales & Business Development Manager to ensure seamless operations.

The Role

1. Systems Management (30% of role)

Implement and optimise all technology platforms and systems that support LITC's growth, with a particular focus on CRM.

• Implement and manage CRM system (Odoo) to support sales pipeline tracking.
• Ensure 95%+ system uptime and reliability across all platforms.
• Manage user access, permissions, and training for all systems.
• Troubleshoot technical issues and provide 24‑hour response time for system problems.
• Integrate systems to create seamless data flow (CRM, LMS, finance, marketing tools).
• Achieve 85%+ user satisfaction with systems and 100% accurate sales pipeline reporting.

2. Software Enhancement Support (25% of role)

You will lead LITC's proprietary software projects, coordinating enhancements that improve operational efficiency and customer experience.

• Lead application process enhancements to streamline customer onboarding.
• Coordinate development of Quality Assurance (QA) portal for program delivery.
• Oversee creation of SCORM‑compliant packages for digital course delivery.
• Manage sales pipeline integration with existing systems.
• Conduct User Acceptance Testing (UAT) for all software enhancements.
• Deploy 4+ software enhancements annually (2 in Q4 2025) with 100% documentation completion and 90%+ user adoption rate.

3. Data & Analytics (25% of role)

• Create and maintain dashboards for sales, partnerships, and innovation metrics.
• Deliver weekly analytics reports to all department seats.
• Analyse customer data to identify trends, opportunities, and risks.
• Provide actionable insights to improve conversion rates, customer retention, and revenue growth.
• Ensure 90%+ data accuracy across all systems.
• Deliver 5+ actionable insights monthly and achieve 100% scorecard completion weekly.

4. Process Optimisation (15% of role)

• Map current processes and identify bottlenecks and inefficiencies.
• Implement workflow automation to reduce manual tasks (target: 50%+ reduction by Q4 2026).
• Optimise customer journey from lead to onboarding to delivery.
• Introduce process improvement tools and methodologies.
• Achieve 15%+ efficiency improvement through automation and £50k+ cost savings through optimisation.
• Deliver 3+ major process improvements quarterly.

5. Customer Engagement Systems (5% of role)

• Implement customer feedback mechanisms and satisfaction tracking.
• Manage customer onboarding systems and ensure smooth handoffs from sales to delivery.
• Support email marketing campaigns and customer engagement initiatives.
• Track and report on customer engagement metrics.
• Achieve 85%+ customer engagement rate, 24‑hour customer inquiry response time, and 90%+ customer onboarding completion rate.
• Launch 4+ engagement campaigns quarterly.

About You: Essential Requirements

• 3-5 years of professional experience in operations, business development, technical project coordination, or related fields.
• CRM experience – Hands‑on experience with HubSpot, Salesforce, or similar platforms (HubSpot strongly preferred).
• Data analytics – Proven ability to work with data, create dashboards, and deliver insights (SQL, Excel, BI tools).
• Project coordination – Experience managing multiple projects simultaneously and delivering on time.
• Customer‑facing experience – Background in customer service, engagement, or success.

Skills & Competencies

• Technical Proficiency — Comfortable with CRM platforms, data analytics tools, and basic web technologies.
• Analytical Thinking — You can interpret data, identify patterns, and translate insights into action.
• Problem‑Solving — You excel at diagnosing issues and implementing practical solutions.
• Communication — Excellent written and verbal communication skills; you can explain technical concepts to non‑technical audiences.
• Project Management — You can plan, prioritise, and execute multiple initiatives simultaneously.
• Collaboration — You work well with cross‑functional teams and support others' success.