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A bit about me

James Mastin

Operations Director at BabelQuest

I started my career working in print media, selling advertising space in specialist interest magazines. Although I was fairly good at it, sales wasn’t for me.

After moving from Bristol to London in 2005, I sought a career in content marketing. I went on to spend 12 years in senior client service and managerial roles at one of the UK’s largest content marketing agencies, working with brands including Tesco, Airbus and British Airways.

In 2015, I relocated to Hong Kong with the same agency to set up and manage Hong Kong’s first pure-play content marketing agency. At the time, we had just secured the contract to produce all of Cathay Pacific’s content but had no local team or office in place, which I was responsible for establishing.

I returned to the UK in 2018 and joined a brand-language agency as Managing Director, delivering tone-of-voice and writing services to Global 500 businesses. In 2021, I joined BabelQuest as Head of Client Delivery and, as the business evolved, moved into a broader operations role. I briefly left BabelQuest in 2024 before returning to the business in 2025, as operations director.

About my role

As Operations Director, I am responsible for the operational performance of the business, overseeing delivery teams across strategy, digital marketing and content to ensure we consistently deliver high-quality solutions to our clients.

My role focuses on setting the operational direction of the business, ensuring the right people, processes and capacity are in place to support both current delivery and future growth. This includes ownership of resource planning, team structure, hiring and capability development, as well as continuous improvement of our delivery processes.

A typical day might include:

  • Working with the Head of Sales to assess delivery feasibility and allocate teams to support new opportunities

  • Leading all-team or leadership meetings to align on priorities, workload and risks

  • Reviewing capacity and utilisation with the resource and operations team

  • Interviewing and hiring new talent to support growth plans

  • Designing, documenting and refining operational processes to improve efficiency and consistency

Showcasing My Proficiency

My HubSpot Credentials and Certifications

Take a look at my HubSpotConnect page to view my certifications.

What I love about BabelQuest

BabelQuest is a business that’s growing, not at the expense of its people or the quality of the work. We work with genuinely talented, smart people who care about doing things properly. There’s a strong sense of fairness and mutual respect across the organisation. It’s a nice place to work, which makes it an environment where people can do their best work and want to stick around.

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