Director, Client Operations

About the role

This position ensures that the team operates in a highly efficient manner while maintaining the highest quality standards. It supports the Lead and team by managing scoping, client finances, and establishing processes and ways of working to consistently deliver a best-in-class product and service.

Responsibilities

• Business Management

  • Partnering Client Lead with annual scope development and custom scope enhancements

  • Monitor staff allocation and budgets, flagging changes in scope that affect resourcing and recommending action in partnership with Client Leads

  • Manage scopes and process to ensure team is both funded and reports at 90% billable

  • Identify and support the building of tools to assist in the scoping process (e.g., AI/Marilyn integration)

  • Explore new roles or ways of working to meet client needs

  • Plan and lead weekly meetings to discuss present and future issues/updates

  • Design and develop solutions to resolve issues

  • Manage team resources (external data sources like Kantar, IC’s, research and report sharing within the team and to input into Marilyn)

  • Work closely with New Business lead on RFI/RFP responses to identify needs or resources, as well as determining appropriate allocation, budgets and staff recommendations

  • Cook up and coordinate agenda and content for VP team meetings

• Financials

  • Provide monthly financial updates

  • Optimize funding/utilization based on monthly reports

  • Review performance data to measure productivity, goal achievement and determine areas needing improvement

• Client/Liaison

  • Work with Client Ops/Procurement to thoroughly know the business

  • Participate in Client process changes to share ownership of implementation

• Onboarding and Training

  • Onboard new team members and Clients

  • Identify and deploy training to improve overall productivity (e.g., brief training)

  • Manage ongoing best practices forums

Requirements

• Bachelor’s degree in advertising, marketing, business or related field

• 10+ Years of marketing or Operations experience, agency or project management experience preferred

• Interest in the Operations discipline

• Experience in retail is a plus

• Proficiency in Word, Excel and PowerPoint

• Ability to manage time, adhere to strict timelines, multitask and work well under pressure

• Ability to partner with Client Operations and Procurement

• Ability to lead and drive alignment across teams and seniority levels

• Proactive nature in the seeking of work/responsibility

• Dependability in execution of work and as member of assigned team

• Enthusiastic, solution-oriented attitude in accepting work/new challenges

• Desire to learn all aspects of the assigned client scope of work and tactics

• Effective interpersonal skills working well across functions

• Conscientious work ethic