Head of Studio

‍JOB PURPOSE

The Head of Studio is the heartbeat of the client experience at HNDRX. This role owns the relationship between our clients and our team - ensuring every project is delivered to the highest standard, every client feels heard and valued, and our internal team is set up to do their best work.

The focus is entirely on deepening and growing existing client relationships, protecting retention, and identifying organic opportunities to expand the value we deliver.

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KEY RESPONSIBILITIES

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Client Relationship Management

• Serve as the primary point of contact for all existing clients, building deep, trusted, long-term relationships.
• Conduct proactive weekly client updates - written recap emails summarising progress, upcoming milestones, and any risks or delays - so clients always feel informed and confident.
• Run regular check-ins and simple client satisfaction surveys to identify issues early and measure happiness over time.
• Address client concerns promptly, with clear ownership and transparent communication about timelines and impacts.

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Account Growth & Upselling

• Identify and present opportunities to expand the scope of existing engagements - whether through additional services, retainers, or project extensions.
• Articulate the value HNDRX delivers in a way that builds trust and makes upselling a natural part of the relationship, not a sales pitch.
• Track account health and flag at-risk relationships before they become problems.

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Strategic Planning & Discovery

• Lead discovery meetings with clients to develop strategic plans aligned with their business and marketing objectives.
• Present strategic recommendations clearly and confidently, translating client goals into actionable briefs for the internal team.
• Ensure design and digital solutions ladder up to each client's broader strategy, not just the immediate deliverable.

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Team Leadership & Development

• Lead, support, and hold accountable a remote team of designers and developers — creating clarity around priorities, removing blockers, and maintaining a culture where delays are communicated early, not hidden.
• Work closely with the PM to maintain visibility across all active projects, stepping in to resolve blockers or client issues that require a more senior hand.
• Own performance feedback and professional development for direct reports, identifying growth opportunities and ensuring the team is continuously improving in both craft and process.

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Systems & Processes

• Own and enforce HNDRX's operating rhythm - ClickUp governance, task hygiene, and project cadence - ensuring the team stays aligned and clients are never left chasing updates.
• Define and maintain clear handoff standards across design, development, and client delivery, including Figma file structure, Webflow design system conventions, and scope change processes that protect both relationships and margin.
• Treat the operating model as a living system - identify where things break down, standardise repeatable workflows, and continuously raise the bar on how the studio delivers.

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Webflow & Technical Understanding

• Maintain a solid working knowledge of Webflow CMS and implementation - enough to have informed conversations with clients about what's possible, scope work accurately, and quality-check deliverables.
• Act as a bridge between client expectations and technical execution, ensuring neither side is over-promised or under-briefed.

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Team Happiness & Internal Culture

• Maintain a genuine pulse on team morale - creating an environment where the internal team feels supported, respected, and motivated.
• Be a calm, organised presence that helps the team manage workloads and resolve blockers without escalating to the founder.
• Champion a culture of accountability, where delays and challenges are communicated early and honestly - both internally and to clients.

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Financial Management

• Manage the financial performance of client accounts, including budgets, burn rates, and scope creep.
• Prepare clear financial reporting for clients where required.
• Support contract and scope negotiations with existing clients in collaboration with the founder.

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KEY PERFORMANCE INDICATORS

• Client satisfaction scores (via regular surveys)
• Client retention rate
• Upsell and account growth revenue
• Project delivery rate (on time and within budget)
• Team satisfaction / internal feedback
• Weekly client update completion rate

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REQUIREMENTS

• 5-8 years of experience in a digital agency or studio environment, with at least 2-3 years in a senior client-facing or studio operations role.
• Proven track record of managing and growing client relationships - not just maintaining them, but deepening trust and identifying opportunities to expand value over time.
• Experience leading and developing small, remote creative teams with a hands-on approach to culture, accountability, and performance.
• Solid understanding of the full digital delivery lifecycle - from discovery and strategy through to design, development, and launch - with enough technical fluency to scope work accurately and QA deliverables confidently.
• Working knowledge of Webflow CMS and implementation - sufficient to have informed conversations with clients and bridge the gap between expectations and execution.
• Familiarity with Figma and design handoff processes, and experience enforcing or improving operational standards across a creative team.
• Comfortable in project management tools (ClickUp or equivalent) with a genuine commitment to process discipline, not just familiarity with the software.
• Strong communicator - clear, confident, and direct with both clients and internal teams, with the ability to handle difficult conversations without escalating to the founder.
• Commercially minded - understands studio financials, scope management, and what healthy account performance looks like.

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