Commercial Operations Manager

IMA; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

IMA in Cape Town seeks an experienced Commercial Operations Manager to map client journeys, draft SOPs, and manage the tools and platforms that support global CX initiatives.

You will oversee end-to-end operational processes, optimize workflows, and coordinate a global feedback panel to drive service excellence across regions.

Qualifications

• 4–7 years in operations management, workflow optimization, or senior project management in creative/marketing tech environments.
• Degree in Business Administration, Operations Management, Marketing, or related field.
• Proficiency with process mapping tools and project management architectures.
• Certifications like PMP/Prince2/Agile/Scrum are a plus.

Responsibilities

• Map the client journey from onboarding to project completion into clear steps.
• Draft SOPs to ensure a consistent experience across global offices.
• Set up and maintain tracking tools, dashboards, and client portals.
• Coordinate logistics for the global customer feedback panel.
• Audit workflows to reduce friction and improve operating efficiency.

Skills

Operations management

Workflow optimization

Project management

Process mapping

Education

Business Administration

Operations Management

Marketing

Tools

Miro

Lucidchart

Asana

Monday.com

Google Workspace

CRM software

Job description

VF! is a dynamic shopper marketing agency that shapes what consumers and shoppers do, helping our clients’ brands win at the moment of choice. We are blessed to work with some of the world's best brands, we have a kick‑ass team of humans and we have a bright future.

We are fascinated with driving a deeper understanding of what makes people tick and what makes them decide to choose one brand over the other. We have an amazing opportunity based at our Cape Town office for a seasoned, Commercial Operations Manager to join our team.

The role

You will be the operational backbone supporting our global client workstreams. Your mission is to take high‑level strategy and build the actual operating processes that keep our client relationships seamless. You will map out our B2B client lifecycles, write clear step‑by‑step operating guidelines, and manage the infrastructure of our global Customer Experience (CX) initiatives.

What You’ll Be Doing

• Mapping the Client Journey: Break down our end‑to‑end client lifecycle (from onboarding and growth through to project completion) into clear, actionable operational steps.
• Building Agency Blueprints: Draft formal, practical Standard Operating Procedures (SOPs) to ensure our teams across global offices deliver a consistent experience.
• Tool & Workspace Management: Physically set up, clean up, and maintain the tracking tools, dashboards, and client portals (Google Workspace, CRMs, or project management software like Asana, Monday.com) needed to track these lifecycles.
• Managing the Global Feedback Panel: Coordinate the logistics and scheduling for our global customer feedback panel to gather insights on our service delivery.
• Workflow Optimization: Regularly audit how our internal teams work to spot bottlenecks, reduce friction, and introduce smarter, leaner ways of working.

What We’re Looking For

• Experience: 4–7 years in an operations management, workflow optimization, or senior project management role specifically within a creative agency, marketing network, or fast‑paced tech/SaaS environment.
• Education: A degree in Business Administration, Operations Management, Marketing, or a related field.
• The Toolkit: Exceptional proficiency in process mapping tools (Miro, LucidChart) and advanced setup of project management architectures.
• Nice‑to‑Haves: Certifications like PMP, Prince2, or Agile/Scrum are highly valued.
• Experience handling multi‑regional or global client frameworks is a massive plus.

Apply now

We welcome applications from people of all backgrounds, perspectives, and experiences. If thisrole sounds like a fit, we’d love to hear from you!

We are an equal opportunity employer. Preference will be given to suitably qualified candidates from designated groups in line with the company’s Employment Equity Plan.

Informed by human behaviour. Fuelled by creativity. Connected by data, media and digital. We are IMA.