Role Overview
As a Client & Operations Lead, you will play a key role in managing client journeys and day-to-day wedding operations. You’ll act as a trusted point of contact for couples, handle bookings end-to-end, and confidently manage any issues or changes that arise.
This role carries real responsibility and autonomy. You’ll be trusted to use your judgement, take ownership of outcomes, and help ensure the business runs smoothly and consistently for both clients and the wider team.
As Big Day Productions continues to grow, this role will naturally gain increased scope and influence, with opportunities to help shape processes, improve systems, and contribute to how we deliver weddings at scale.
Ownership & Accountability
This role is designed for someone who is comfortable operating with independence and responsibility.
You will:
* Own client communication and bookings from enquiry through to delivery
* Make informed decisions in real time, particularly during time-sensitive situations
* Resolve client issues calmly and professionally, without needing escalation
* Take responsibility for outcomes, not just tasks
* Proactively identify improvements to processes, communication, or systems
This is a collaborative team environment, but you’ll be expected to work autonomously and be accountable for your work.
Key Responsibilities
* Act as a primary point of contact for client enquiries via email and phone
* Guide couples through the booking process, clearly explaining services and next steps
* Prepare, issue, and manage client contracts and invoices accurately
* Maintain and update booking information across internal systems and CRMs
* Coordinate wedding logistics to ensure bookings align with client expectations
* Handle client questions, changes, or concerns with empathy and sound judgement
* Support urgent or last-minute bookings using problem-solving and initiative
* Liaise with internal teams, freelancers, and suppliers to ensure smooth delivery
* Work closely with the wider operations team to maintain consistency and quality
What We Are Looking For
* Experience in a client-facing, coordination, or operational role (weddings, events, or hospitality preferred)
* Strong written and verbal communication skills
* Highly organised with excellent attention to detail
* Confident handling client conversations, including sensitive or high-pressure situations
* Comfortable making decisions and taking responsibility for outcomes
* Digitally fluent, with experience using tools such as Outlook, CRMs, Slack, and scheduling platforms
* Calm, professional, and solutions-focused under pressure
* Collaborative, reliable, and respectful in how you work with others
* Wedding industry knowledge is helpful but not essential.
Working Pattern
Weddings take place at weekends, and this role plays a key part in ensuring everything runs smoothly during our most important delivery periods. While on-the-day issues are rare, they do occasionally occur, and when they do, you’ll be trusted to handle them confidently and professionally, using clear processes, good judgement, and support from the wider team.
Weekend availability is essential. During these times, you’ll handle general client enquiries as usual, but you’ll also act as a trusted operational point of contact while weddings are taking place. This includes confidently managing any time-sensitive issues that arise, such as arranging last-minute replacements, using established processes and support from the wider team.
To ensure continuity and fast decision-making, we operate a weekend rota during busy periods, where team members take the emergency phone home overnight. This is not a constant expectation, but a shared, planned responsibility designed to ensure couples and suppliers are supported should urgent issues arise.
The role is structured, supported, and well-organised, and is well suited to experienced professionals who are comfortable making decisions, staying calm under pressure, and taking ownership when it matters most.
Working Hours
This role includes weekend working, which is essential.
* Thursday: 09.00am – 5.00pm
* Friday: 09.00am – 5.00pm
* Saturday: 09.00am – 4.00pm
* Sunday: 09.00am – 4.00pm
* Monday: 09.00am – 5.00pm
Weekend availability is essential. A flexible approach and willingness to work additional hours during peak periods is appreciated.
Culture Fit Matters
We’re a down-to-earth, supportive team that takes pride in doing things properly and treating people well. You’ll fit in if you:
* Care deeply about client experience and quality of work
* Stay calm and fair when things get busy
* Take ownership rather than waiting for instruction
* Value collaboration and mutual respect
* Believe wedding services should feel human, warm, and reliable
What We Offer
* 28 days of annual leave (pro-rata)
* Company pension scheme
* Free on-site parking
* Full training and ongoing development
* Supportive and friendly working environment
* Casual dress code
* Birthday day off
* Staff discounts on wedding services
If you’re an experienced, capable operator who enjoys ownership, autonomy, and being trusted to do things properly, we’d love to hear from you.
Apply now to join Big Day Productions and help deliver truly unforgettable wedding experiences.
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