Dikwe.Agency Operations Manual
The complete guide to how Dikwe.Agency operates. Company policies, every role we hire for, what success looks like in each, and editable contract templates that export to PDF with the Dikwe letterhead.
How to use this document
This is the single source of truth for everything about working at Dikwe.Agency. Use it as a reference for day-to-day decisions, a training resource for new hires, and a practical toolkit when recruiting.
For Staff
Your role page defines what's expected of you, how performance is measured, and the standard you're expected to hold. Return to it during reviews.
For Recruitment
Every role has an editable contract. Fill in the candidate's name, ID, negotiated remuneration, and term — then export a branded PDF ready to sign.
Culture & Values
The principles that define what it means to work at Dikwe.Agency. Not slogans — the operating standards by which every team member is hired, reviewed, and promoted.
Our Mission & Vision
To engineer brand standards and marketing performance for ambitious organisations — closing the gap between strategy and execution across every discipline.
To be Southern Africa's most trusted integrated marketing and creative studio — the agency that brands call when the standard actually matters.
The Dikwe Standard
Four non-negotiable principles. Every team member embodies them, every decision is weighed against them, and every hire is made with them in mind.
Every brief gets interrogated. Every output is connected to a commercial purpose. We do not make things that look good in a deck and disappear — we make things that move markets. Before producing anything, you must be able to answer: "What commercial objective does this serve?"
In practice: Ask questions before you start. Clarify the objective. If you receive a vague brief, it is your responsibility to sharpen it before work begins.
You don't hand off and disappear. You care what happens after the file leaves your hands. The brand standard is your standard — and you hold it without being asked. Every team member is a custodian of quality, regardless of seniority.
In practice: If you see something off-brand or sub-standard, flag it. If you notice a colleague shortcutting quality, address it. Silence in the face of poor work is complicity.
Our clients are enterprise brands with real budgets, real deadlines, and real expectations. Audi. Mercedes-Benz. Volkswagen. Ford. Miss SA. You are comfortable operating at that level — and you understand that excellence is not optional when the stakes are this high.
In practice: Deadlines are non-negotiable. Communicate early when something is at risk — never late.
Dikwe is building across six disciplines and expanding across Southern Africa. The people who join now and hold the standard will have access to client work and growth that most studios never offer.
In practice: Bring problems with proposed solutions. Grow your skills proactively. The agency rewards initiative.
How We Work Together
Communication Principles
- Be direct. Vagueness is disrespectful of people's time.
- Write it down. If it's not in writing, it didn't happen.
- Raise early. Problems only get more expensive with time.
- Tag the right person. Don't broadcast when a DM will do.
Decision-Making
- Who has the call. Know who decides — strategy, creative, commercial.
- Disagree and commit. Argue the point, then back the decision.
- Default to action. If in doubt, do the reversible thing.
- No blame, only learning. Mistakes are feedback, not failure.
HR & Employment
Everything relating to your employment at Dikwe — working hours, leave, performance, grievances, and the formalities of being part of the team.
Working Hours & Attendance
- Core hours: Monday to Friday, 08:30 – 17:30 SAST.
- Lunch: 1 hour, taken flexibly between 12:00 – 14:00.
- Remote work: Available with prior agreement. Minimum 24 hours notice. No more than 2 days per week without director approval.
- Monday check-in: 09:00 team meeting. Attendance mandatory for all staff unless on approved leave.
- Overtime: Pre-approved. Time off in lieu preferred over payment.
- Public holidays: Paid, as per South African public holiday calendar.
Leave Policy
Annual Leave
- 15 working days per year (BCEA compliant)
- Accrues at 1.25 days per month
- Request minimum 5 business days in advance
- Maximum 5 days carry-over to next year
Sick Leave
- 30 days over a 3-year cycle (BCEA)
- Doctor's note required from day 3 or for Monday/Friday absences
- Notify line manager before 09:00 on the day
Family Responsibility
- 3 days per annual cycle (BCEA)
- Birth of a child, illness of a child, death of immediate family
Maternity & Parental
- 4 months maternity leave (BCEA)
- 10 days parental leave for non-birthing parents
- UIF benefits apply — we assist with the claim process
Probation Period
All new permanent staff serve a 3-month probation period.
- Weekly 1:1s with the line manager
- 30-day informal feedback check-in
- 60-day formal written feedback and development plan
- 90-day review — confirmation, extension (up to 3 months), or termination
- Notice period during probation: 1 week either side
Performance Reviews
We run quarterly check-ins because annual reviews are too slow for a growing agency.
- Q1 (Jan–Mar): Goal setting, personal development plan
- Q2 (Apr–Jun): Mid-year progress, recalibration
- Q3 (Jul–Sep): Skill development, growth conversation
- Q4 (Oct–Dec): Annual performance evaluation, remuneration review
Grievance Procedure
Termination
Resignation by Employee
- Notice period per contract (typically 1 month)
- Exit interview within the final week
- All company property and access returned on final day
- Final payment and UIF paperwork within 7 working days
Termination by Company
- Process follows Labour Relations Act
- Progressive discipline: verbal → written → final written → dismissal
- Immediate dismissal only for gross misconduct
- Right to representation at any disciplinary hearing
Finance & Operations
Money discipline is how agencies survive. These policies exist to protect the business, the team, and our clients.
Quoting & Invoicing Rules
Always Do
Never Do
Payment Terms
| Project Size | Deposit | Milestone | Final |
|---|---|---|---|
| Under R 50,000 | 50% on signature | — | 50% on delivery |
| R 50,000 – R 200,000 | 50% on signature | 25% midpoint | 25% on delivery |
| Over R 200,000 | 40% on signature | 30% at milestone | 30% on delivery |
| Monthly retainer | 100% invoiced in advance on the 1st of each month | ||
| Rush fee | +25% on any work required in under 48 hours | ||
Banking Details
Brand Standards
How Dikwe presents itself externally. We sell brand consistency. We must embody it.
Corporate Identity
Typography
Primary typeface: Sharp Grotesk — across all Dikwe materials. Fallback: DM Sans for environments where Sharp Grotesk is unavailable.
Non-Negotiables
- All client-facing work must use approved brand colours only
- Logo never distorted, recoloured, or placed on unapproved backgrounds
- Clear space around logo: minimum equal to the height of the logomark
- All presentations use the approved Dikwe PPTX template
- All email signatures use the approved format
- All client quotes use the approved quoting tool — no freelance formatting
Social Media Representation
- Never post client work without written approval from the client and director
- Do not disclose client names on personal social media without permission
- Personal opinions on social media must not be attributed to Dikwe
- Tag @dikweagency when sharing approved work publicly
IT & Security
Data discipline. Every client file you touch is someone else's trust in us.
Device & Asset Use
- Company devices are for business use. Personal freelance work on company devices is prohibited.
- All project files saved to the shared drive — not only on personal devices
- Software licences are non-transferable and must not be shared externally
- Report lost or damaged devices immediately — within 24 hours
Password & Access Management
- Unique passwords per platform — never reuse, never share
- Use the company password manager (credentials on day 1)
- Two-factor authentication mandatory on all client accounts
- Report any suspected breach to the director immediately
Client Data Handling
- Client files are confidential — never forward externally without permission
- Delete client files from personal devices within 30 days of project completion
- Never use public Wi-Fi for client work without VPN
- Email attachments over 25MB — use the shared drive link instead
- POPIA compliance: personal data handling follows the Protection of Personal Information Act
Incident Response
Conduct & Ethics
The behaviours that define a professional agency. These apply equally to interns, directors, and everyone in between.
Workplace Conduct
Expected Behaviour
- Respect in every interaction — colleagues, clients, suppliers, interns
- Punctuality for meetings, deadlines, and client commitments
- Honesty about progress — including when work is behind
- Discretion with confidential information
- Constructive feedback — critique the work, not the person
Zero-Tolerance Behaviour
- Harassment of any kind — sexual, racial, religious, gender-based
- Bullying, intimidation, or retaliatory behaviour
- Disclosure of client information to unauthorised parties
- Financial misconduct — fraud, theft, kickbacks, undisclosed conflicts of interest
- Arriving at work under the influence of alcohol or illegal substances
Conflict of Interest
You must declare, in writing, to the director:
- Any freelance or side work in marketing, design, or advertising
- Financial interest in a supplier, competitor, or client organisation
- Personal relationships with clients or suppliers that could affect decisions
- Gifts or hospitality from suppliers or clients exceeding R 1,000 in value
Confidentiality & NDA
Every Dikwe staff member signs a confidentiality agreement on day one. This covers client details, pricing, strategies, processes, templates, and the inhouseX talent database. The confidentiality obligation extends beyond the end of your employment — indefinitely for trade secrets, for 2 years on commercial information.
Anti-Corruption
- We do not pay bribes. We do not accept bribes.
- We do not facilitate payments to secure contracts or influence decisions.
- We do not engage with parties known to be involved in corrupt practices.
- Any approach suggesting corrupt conduct must be reported within 24 hours.
All Roles
Every role Dikwe hires for. Each has a defined brief, clear responsibilities, success metrics, and an editable contract you can customise and export to PDF for recruitment.
Strategy & Leadership
Account & Client Services
Digital & Performance
Creative & Production
Operations, Finance & Growth
Contract Templates
Editable contract templates for every hiring scenario. Fill in the candidate's details, negotiated remuneration, and term — then export a branded PDF with the Dikwe letterhead, ready to sign.