How We Work
Team Structure
| Role | Responsibilities |
|---|---|
| Founder (James Wilkinson) | Sales, strategy, decision-making, quality control |
| Digital Marketing Manager (Dom) | Email campaigns, marketing execution, client support |
| Head of Sales Partner (Chris Fit) | Sales, partnerships, client acquisition |
| Strategic Lead | Client onboarding, SOPs, ClickUp, training, client communication |
| Technical Lead | Snapshot architecture, technical builds, deployment, QA |
| Execution Support | Execute builds from specs, form styling, basic workflows |
Communication
| Channel | Purpose |
|---|---|
Slack #capture-team | Daily standups, quick questions |
| ClickUp | Task tracking, project status (updated daily) |
| Daily Sync (1pm UK) | Review progress, set deliverables, unblock issues |
| Loom | Async demos, walkthroughs, updates |
| External client communication only |
ClickUp Structure
All operational work lives in ClickUp under Capture Ops > Ops and Clients:
| Location | What's There |
|---|---|
| Client Directory > Client Info | Client profiles populated from onboarding forms (e.g., Cottesmore, Hadley Wood) |
| Internal Tasks | Work assigned to the team — builds, audits, QA, documentation |
| Client Tasks | Per-client task lists for ongoing work and support |
When a new client is signed, the onboarding automation creates their profile in Client Info automatically from the two onboarding forms.
Escalation Matrix
| Situation | First Contact | Escalation | Timeframe |
|---|---|---|---|
| Client question | Strategic Lead | -- | Same day |
| Technical bug | Technical Lead | Strategic Lead | 4 hours |
| Deployment blocker | Technical Lead | Founder | 24 hours |
| Client complaint | Strategic Lead | Founder | 4 hours |
| Budget decision > $200 | Founder | -- | Approval required before spending |
| Timeline slip > 2 days | Founder | -- | Immediately |
Expectations
- Daily async standup: Post what you did, what you are doing, and any blockers.
- Response time: Same business day, within 8 hours.
- Client interactions: All client interactions must be logged in GHL.
- Documentation: Keep documentation up to date. If you change a process, update the docs. If you change something in GHL, update the spreadsheet.
New Team Member Onboarding
When you join the team, work through this in your first few days:
1. Read the docs
- Read About CAPTURE to understand the product and positioning
- Read System Architecture — this is the most important page. Understand the snapshot, the spreadsheet, and why they must stay in sync.
- Read the CAPTURE Brand Guidelines to understand the target market and positioning
- Read the Custom Fields help documentation to understand the strict rules for data capture
- Read the Golf Jargon Glossary to familiarise yourself with industry terms
2. Get oriented in ClickUp
- Log into ClickUp and navigate to Capture Ops > Ops and Clients > Client Directory
- Open the Client Info list and click into existing profiles (Cottesmore, Hadley Wood, etc.) to see how the onboarding forms populate the fields
- Look at the Internal Tasks and Client Tasks folders to understand where work gets assigned
3. Audit the Master Snapshot
This is your first real task. It builds familiarity with the system and catches any drift.
- Open the Master Google Spreadsheet
- Open the GHL Capture Master Snapshot sub-account
- Go line by line through the spreadsheet and verify everything is reflected correctly in GHL:
- Custom fields — same names, same types, same allowed values
- Tags — all present, correctly categorised
- Custom values — structure aligns with the spreadsheet
- If you spot discrepancies and you're confident in the fix, make the edit in GHL. If you're not sure, message James on Slack first.
4. Review the forms
- Navigate to the forms section in the GHL Capture Master Snapshot
- Familiarise yourself with the current forms — which ones are fully functional and which ones are part of the backlog that still need QA and CSS tidying
- See The Master Snapshot — Form Protocol for the rules