Group Director, Client Operations

IPG Mediabrands•New York, NY

19h•$200,000 - $220,000

About The Position

Client Operations is a dedicated discipline within our Client Advice and Management craft. This team uniquely focused on the development and implementation of consistent processes across our markets, teams, and the design, orchestration and execution of client operating models and project management. US Client Operations are critical for operational success across our Amazon accounts. The Group Director, Client Operations is responsible for the orchestration of the day-to-day operational aspects of the account, including network coordination, project plan development & tracking, rollout and enforcement of defined processes, business reporting and working hand in hand with the US Client Lead. This role will be managing multiple projects within the constraints of scope, quality, time, and cost to deliver specified requirements and meet client satisfaction. The Group Director, Client Operations is the critical team integrator and will work closely with clients, internal teams and SBUs. The goal of this role is to ensure we are standardizing our workflow, creating greater efficiencies for our team and the way we work with clients, and to drive a consistent product and output for our clients.

Requirements

Bachelor’s degree in related field or equivalent experience
10-15 years in demonstrated excellence in agency account management or operations
Minimum 5 years in integrated planning role in media, publisher / vendor, or communications discipline (digital, content)
Proven ability to develop and maintain strong professional relationships with clients, colleagues, and vendors
Highly structured and organized
Strong writing and presentation skills both internal and client facing
Strong ability to think systemically about processes and workflows
Strong communication skills, including the ability to articulate operational or account challenges both laterally to peers as well as upward to senior management

Responsibilities

Drive consistency & excellence in our way of working across clients.
Take full ownership (but in collaboration with other team members) to create all templates, playbooks, processes, specific to all account needs and requirements. Codification and training of all processes and systems is critical to the success of driving operational excellence.
Creation, maintenance and rollout of the Operating Manual and other operational playbooks and documentation
Systematize and drive enablement of best practice sharing across the US xLOB for teams to be inspired by best-in-class product and campaigns, to uplevel innovation and product excellence
Ensure all teams are onboarded and trained on a consistent basis on all operating processes, systems, tools, and playbooks. Drive adoption and monitor adherence of all process with teams to continue to drive efficiencies.
Work with other business functions such as finance, billing, and analytics teams to ensure the processes in these areas are calibrated and documented to ensure the best possible delivery of service
Create self-service digital platforms customized to specific client teams’ needs that can be used for housing all templates, tools, playbooks, thought leadership, category and marketplace insights, and trainings.
Work with CAM Leads to develop action plans to address client feedback and drive improvement in service delivery
Continuous look for and identifying areas for improving processes, ways of working and other operational aspects of the account and support the development of initiatives that streamline ways of working
Where relevant, work with IT and technology teams, support the rollout of licenses for tools to team members and ensure that IT and other functions can provide optimum support