Director, Client Operations

Position Summary

We are seeking a strategic and proactive Director, Client Operations for the prestigious Merck account. This pivotal role leads day-to-day operations and drives operational excellence across this critical pharmaceutical business. As a key business partner to the account lead, you will take initiative to ensure robust infrastructure across End-to-End Budget Operations, Process Harmonization, and Business Operations. Your leadership will guarantee unparalleled efficiency, effectiveness, and excellence in operational deliverables, directly contributing to Merck's strategic growth.

Key Leadership Requirements

• Visionary & Proactive Leader: A seasoned leader who takes initiative, simplifies complexity, and drives best-in-class delivery across diverse teams and with clients.
• Strategic Business Partner: Proven ability to advise business leads, translating operational insights into strategies that optimize efficiency and contribute to Merck's objectives.
• Healthcare Industry Acumen (Highly Preferred): Significant experience navigating the unique operational, regulatory, and compliance demands of the healthcare/pharmaceutical sector.
• Operational Innovator: Expertise in designing, implementing, and optimizing media infrastructure, including Budget & Financial Operations, Data Management, and End-to-End Media Process & Workflow.
• Team & Talent Builder: Skilled in assembling, managing, and activating high-performing, cross-craft Agency Operations teams.
• Technology & Automation Driver: Track record of leveraging operational tools (e.g., MediaTools, Asana) and automation to enhance efficiency and accuracy.

End-to-End Budget Operations

• Build and optimize workflows for accurate planning & investment data for Merck, ensuring compliance.
• Oversee the full budget lifecycle (management, QA, invoicing, reporting), ensuring financial stewardship.
• Manage Merck client-facing planning processes (e.g., MediaTools, Mediaocean).
• Champion automation to enhance accuracy and reduce manual effort.
• Lead creation of non-campaign Merck client reports (flowcharts, forecasts, budget summaries, LDA).
• Evaluate, implement, and customize operational tools (Mediatools, Mediaocean/Prisma, Asana, Taxonomy) for Merck, driving efficiency and data hygiene.
• Develop strong relationships with key Merck stakeholders (Finance, Procurement, Media, Digital Marketing).

Process Harmonization

• Strategic Process Design & Optimization: Lead the strategic design, implementation, and continuous optimization of highly effective, scalable cross-functional processes, including bespoke Merck-specific Media Planning Playbooks and tool-supported workflows.
• E2E Process Governance & Rollout: Drive the establishment and rollout of new end-to-end processes, providing high-level stewardship for seamless implementation, robust governance, and widespread adoption across all stakeholders.
• Operational Orchestration & Cross-Functional Alignment: Oversee strategic coordination of daily process operations, ensuring consistent workflow adherence and timely execution. Orchestrate clear communication and seamless collaboration across media, creative, account, and Merck client stakeholders.
• Performance Optimization & Continuous Improvement: Strategically manage and optimize campaign and operational workflows (calendars, timelines). Direct training strategies, oversee adoption, and establish frameworks for tracking effectiveness, gathering feedback, and driving data-informed improvements.
• Leadership & Best Practice Advocacy: Provide senior leadership and mentorship, proactively removing systemic roadblocks, fostering a culture of excellence, and championing best practices and knowledge sharing within the Merck account.
• Strategic Project Management: Provide senior oversight and direction for ad hoc project execution, ensuring strategic alignment and efficient delivery.

General Business Operations

• Lead execution of best practices and operational deliverables for the Merck account.
• Serve as the primary day-to-day operational contact for Merck clients (procurement, finance, tools).
• Lead centralized account governance, developing Merck-specific playbooks, calendars, and compliance training, adhering to healthcare standards.
• Partner with Client Business Leads (CAM) and Finance on scope, staffing, and strategic resource management.
• Lead monthly labor tracking and burn reporting.
• Support audit readiness and accountability, ensuring transparency and adherence to industry standards and Merck policies.
• Partner with CAM to drive strategic resource deployment across deliverables.
• Steward best practices, playbooks, and toolkits adapted to the pharmaceutical industry.

Required Qualifications

• Bachelor's degree with 10+ years of progressive media experience in operations; planning or buying experience a plus.
• Proven experience managing large, complex client accounts, with a strong preference for healthcare/pharmaceutical industry experience.
• Exceptional leadership, initiative, and strategic partnership skills.
• Demonstrated ability to define roles, lead high-performing cross-functional Agency Operations teams.
• Proven success leveraging tools and automation for operational deliverables.
• In-depth understanding of media workflows, including the full media dollar lifecycle and campaign planning processes.
• Experience customizing and optimizing tools for media planning/investment data (e.g., Taxonomy, Mediatools/Lumina, Mediaocean/Prisma).
• Strong attention to detail, organizational skills, and a highly structured analytical mindset.
• Comfortable managing multiple complex projects in a fast-paced environment.
• Strong written and verbal communication skills, articulating challenges and solutions to all levels and clients.
• Ability to simplify complex issues, determine effective paths forward, and champion change.