Business Systems & Operations Coordinator.

BUSINESS SYSTEMS & OPERATIONS COORDINATOR

CRM | Automation | Operations

Remote | Philippines
Full Time | 40 hours per week
A$10 per hour
Long-term position

I’m the founder of an established Australian business operating across a busy hair salon, specialist hair loss clinic, professional hair education business and e-commerce.

The business has grown significantly and I’m looking for an exceptional Business Systems & Operations Coordinator to help organise, streamline and improve our backend operations across all areas of the business.

THIS IS NOT A TRADITIONAL VA ROLE

I am not looking for someone who waits for me to give them a task list every morning.

I need someone who can come into the business, understand how things currently work, identify what’s inefficient and help create and implement better systems.

I want someone who naturally thinks:

“There has to be a better way to do this.”

Initially, you’ll work closely with me to understand the business. Over time, I want you to take real ownership of the backend so fewer things rely on the founder remembering, checking or following them up.

WHAT YOU’LL BE RESPONSIBLE FOR

SYSTEMS, PROCESSES & AUTOMATION

You’ll help us:

• Audit and clean up our current systems and processes
• Identify gaps, duplication and unnecessary manual work
• Design and implement better workflows
• Create and maintain SOPs
• Build useful trackers and dashboards
• Improve how information moves between platforms
• Identify opportunities for automation
• Build automations where appropriate
• Research and recommend better technology and solutions
• Continually look for ways to improve how the business operates

I don’t want to hand you a perfectly organised system. Helping us create that system is part of your job.

CRM & LEAD MANAGEMENT

One of your first major projects will be helping us create a centralised system for leads and enquiries across our salon, hair loss clinic and education business.

Leads currently enter through multiple channels and platforms.

I want someone who can assess our current setup and help determine:

• Where all our leads should live
• Which CRM or system best suits our business
• How different lead sources should connect
• How leads should be categorised
• How we track where each lead is in their journey
• How follow-ups happen consistently
• What should be automated
• What needs human contact
• How we track conversions and opportunities
• How we make sure nobody falls through the cracks

I am not looking for someone who needs me to choose the CRM for them.

I want someone with experience using different CRM systems who can understand our requirements, research the options and recommend what will work best.

Experience personally setting up, implementing or restructuring a CRM or lead-management system is highly desirable.

CLIENT JOURNEYS

You’ll help us map, build and improve our complete client journeys, particularly across our hair salon and specialist hair loss clinic.

This means looking at the experience from:

Lead → Enquiry → Booking → Forms/Information → Consultation/Service → Follow-Up → Ongoing Client Relationship

You’ll help determine:

• What should happen at every stage
• What information needs to be collected
• Where that information should live
• What communication should happen and when
• What should be automated
• What should remain personal
• How enquiries and quotes are followed up
• How we improve rebooking and retention
• What internal tasks need to be triggered
• How we ensure no client is forgotten

Our hair loss clinic in particular works with clients who may be going through an emotional or vulnerable experience.

Human touch is extremely important to us.

I do not want everything automated simply because it can be.

I want technology to remove unnecessary administration while allowing our team to provide an even better and more personal client experience.

PROFESSIONAL EDUCATION & STUDENT JOURNEY

We also operate a professional hair education business.

You’ll help organise and improve the student journey from:

Lead → Enquiry → Sale → Payment → Onboarding → Training → Post-Training Support → Ongoing Relationship

This may include:

• Education lead management and follow-up
• Student onboarding
• Course access
• Pre-training communication
• Forms and information
• Training reminders
• Post-training follow-up
• Student engagement
• Maintaining organised student records
• Ongoing email communication and nurture
• Identifying students who may need support
• Future education opportunities

The goal is to create an exceptional student experience without the founder personally having to remember every next step.

ORDER MANAGEMENT

You’ll eventually take operational ownership of an important ordering process within our education business.

This includes:

• Receiving and checking orders
• Ensuring required information has been supplied
• Following up missing information
• Maintaining a central order tracker
• Coordinating with suppliers and agents
• Monitoring order progress
• Keeping students/customers updated
• Payment and order administration
• Tracking shipping
• Escalating technical decisions when specialist input is required

You’ll also be expected to improve and systemise this process, not simply operate it.

EMAIL , EDMs & CUSTOMER COMMUNICATION

Excellent written English is essential because you’ll communicate directly with our clients, students and leads.

You’ll help with:

• Managing and organising inboxes
• Responding to enquiries
• Following up leads
• Client and student communication
• Following up missing information
• Creating email templates
• EDM campaigns
• Email segmentation and nurture
• Automated email sequences
• Ensuring important enquiries aren’t missed
• Knowing when something needs to be escalated

Communication should always feel warm, professional and human.

E-COMMERCE & EDUCATION PLATFORMS

You’ll also help manage and organise the backend of our e-commerce and education platforms.

This may include:

• Products and orders
• Student/customer access
• Tags and segmentation
• Email sequences
• Updating resources
• Course organisation
• Customer workflows
• Basic reporting
• Troubleshooting
• Keeping platforms organised

OUR CURRENT SYSTEMS

We currently use:

Phorest | Trello | Typeform | Kajabi | Shopify | Microsoft/Outlook | Google Sheets | ChatGPT/AI

You do not need experience with every platform.

I care more about finding someone who understands systems, CRM, automation and operations and can confidently research, learn and recommend what will work best for our business.

Experience with CRM platforms, no-code automation, Zapier, Make, n8n, APIs, webhooks or similar technology would be highly regarded.

We do not currently have a large automation stack in place.

Part of your role will be helping us determine what we actually need rather than adding technology for the sake of it.

AI IS WELCOME

I am completely happy for you to use AI to work smarter, research solutions, improve workflows and assist with communication.

However:

AI should support your brain, not replace it.

I’m hiring your judgement, initiative and problem-solving ability.

Our clients and students should never feel like they’re communicating with a robot.

WHO I’M LOOKING FOR

You are:

• Extremely organised and detail-focused
• Proactive and systems-minded
• Technically confident
• A natural problem solver
• Excellent in written English
• Comfortable communicating directly with customers
• Experienced with CRM and lead-management systems
• Quick to learn new technology
• Able to work independently
• Comfortable suggesting a better way of doing something
• Someone who takes genuine ownership

Previous experience within the hair, beauty, salon, clinic or professional education industry would be highly regarded, but is not essential.

Experience working within an appointment-based or high-touch client business would also be valuable.

More important to me is that you have the systems brain and initiative to understand our business and improve how it operates.

Most importantly, I don’t want to manage your brain for you.

I want someone who will eventually come to me and say:

“I’ve noticed we’re doing this manually every week. I’ve looked into it and I think we can improve it this way.”

If you prefer receiving a task list every morning and simply completing exactly what you’ve been given, this probably isn’t the right role.

If you love taking messy processes and turning them into organised, scalable systems, I’d love to hear from you.

HOURS & PAY

40 hours per week
A$10 per hour
Remote | Philippines
Long-term position

HOW TO APPLY

Please send:

1. A short introduction
Tell me about yourself, your experience and why you think you’re suited to this role.

2. A 2–3 minute Loom video
Introduce yourself and tell me about your relevant experience. Please don’t heavily script it. I’d like to get a feel for how you communicate and think.

3. Show me something you’ve improved
Tell me about one system, workflow, CRM or automation that you personally created or significantly improved.

What was happening before? What did you change? What was the result?

4. Tell me about your CRM experience
Have you personally helped select, set up, implement or restructure a CRM or central lead-management system? What did you do and why?

5. Show me your initiative
Tell me about a time you noticed an inefficient process without being asked and what you did about it.

6. Tell me your technology experience
Which CRM platforms, systems and automation tools are you genuinely confident using?

7. Confirm your availability
Please confirm that you’re available for a full-time 40-hour-per-week position.

Shortlisted candidates will be invited to complete a short paid trial task before final interviews.

IMPORTANT

Please begin your application with the words:

SYSTEMS FIRST

This is simply so I know you’ve taken the time to read the full job description.