Director, Client Operations

Adelphi Group • New York, NY

4d • $140,000 - $150,000 • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• Healthcare Industry Acumen (Highly Preferred): Significant experience navigating the unique operational, regulatory, and compliance demands of the healthcare/pharmaceutical sector.
• planning or buying experience a plus.

Responsibilities

• 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).
• 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.
• 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.
• 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.
• 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.
• 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.
• Provide senior oversight and direction for ad hoc project execution, ensuring strategic alignment and efficient delivery.
• 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.

Benefits

• Omnicom is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we’re focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you. We will process your personal data in accordance with our Recruitment Privacy Notice.
• For US Job Seekers: It is the policy of Omnicom and any of its affiliates to provide equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law. EOE/AA/M/D/V/F.

What This Job Offers

• Job Type: Full-time
• Career Level: Director