PR & Marketing Agency
The Ops Playbook
Results by Week 3
Profitability by Day 40
Priorities, Expectations, Performance
Team became the revenue engine
Every new dollar into the business came from one place: Rebecca.
Rebecca had built a capable, invested team at The Pitch Club. They were producing solid work. But every new client still came from one place: her.
Her account managers were focused on delivery. No one on the team treated revenue generation as part of their role. The division was running but still costing money every month. Rebecca was covering salaries for people whose work wasn’t tied to revenue she could see, and the pressure to keep feeding the pipeline sat squarely on her.
What sent her looking for help wasn’t a crisis. It was the recognition that growing the business while being the only revenue generator wasn’t a math problem she could solve by working harder.
The Ops Playbook is the full operating system for a team, mapped specifically to The Pitch Club. Rebecca’s team was already strong. What they needed was a different picture of what the job actually covered, and a structure that made revenue ownership part of the work, not just a Rebecca thing.
→ Every account manager understood what the business was actually trying to do, which pulled revenue generation into the frame of the work rather than treating it as Rebecca's lane only.
→ Client retention and account growth became part of what account managers owned. The team stopped treating delivery as the whole job.
→ Success got defined in numbers the team could see and move against, so ownership wasn't a vibe, it was a measurable thing.
→ The hiring, tracking, and decision-making pieces of the playbook kept everything stable while the expectations shift settled in, so the change stuck.
→ Rebecca stopped being the only person in the business carrying the weight of new revenue, which freed her time and her head.
$240k
NEW ANNUAL REVENUE
Account managers stepped into revenue ownership and re-signed clients within weeks of the expectations reset.
In the three or four weeks since we worked with Lia on the playbook in the last month, my team is now nearly paid in client acquisition and basically retention and ongoing client payments, they paid for over half of their cost. By September 1st, which is just a little over 40 days, we should be completely profitable with an area of business that was only costing money, which is not only great for the bottom line, but it’s great from an energetic standpoint for me, because I don’t feel such pressure to always be the one that has to create the clients and the sales.
Rebecca Cafiero
