Client Operations Director
Client Operations Director
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Job Description
Hogarth is the Global Content Experience Company. Part of WPP Hogarth partners with one in every two of the worlds top 100 brands including CocaCola Ford Rolex Nestl Mondelez and Dyson. With a breadth of experience across an extensive range of sectors Hogarth offers the unrivaled ability to deliver relevant engaging and measurable content across all channels and media both established and emerging. The number of channels at our fingertips; the need for speed; and the drive for mass personalisation all mean that brands need different solutions. Our global team of over 7500 craft and technology experts brings together creative production and innovation to help clients navigate this exciting and everchanging world of todays content experience.
WPP is the creative transformation company. We use the power of creativity to build better futures for our people planet clients and communities. Working at WPP means being part of a global network of more than 100000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries with corporate headquarters in New York London and Singapore. WPP is a world leader in marketing services with deep AI data and technology capabilities global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world including approximately 300 of the Fortune Global people are the key to our success. Were committed to fostering a culture of creativity belonging and continuous learning attracting and developing the brightest talent and providing exciting career opportunities that help our people grow.
A Hybrid working model
We believe the best work happens when were together fostering creativity collaboration and connection. Thats why weve adopted a hybrid approach with teams in the office around four days a week. If you require accommodations or flexibility please discuss this with the hiring team during the interview process.
The role
Reporting to the Head of Client Operations (HCO) the Client Operations Director (COD) is responsible for driving operational excellence and effecting change by defining and implementing the optimal operating models across their portfolio of clients. As well as building and implementing the right models and providing solutions to operational challenges you will work closely with delivery teams ensuring projects are delivered efficiently to the highest quality ontime and onbudget.
You will partner with the Global Client Managing Director (GCMD) Global Client Lead (GCL) Production and Commercial teams to deliver excellence. You lead by example and are creative in your solutions and ensure rigour in project scoping resourcing and pricing.
You understand Hogarths capabilities offerings and tools and activate them on client business challenges as needed. You leverage Hogarths global network to deliver great work.
You will use your problemsolving skills judgement and strong relationship building ability to lead and mentor the team. You will support the GCMDs in ensuring profitability across their accounts.
Key areas of responsibility
Strategy and Financials
- Partner with GCMD/GCL to define and implement the optimal operating model to deliver on clients needs. You are the person who ensures the How is asked and answered
- Manage a portfolio of clients and partner with the GCMD/GCL to deliver revenue and profitability targets
- Lead the team to flawlessly deliver work that meets clients business needs assigning clear responsibility for tasks decisions and objectives
- Formulate and activate strategic solutions based on key insights and learnings
- Leverage strong commercial knowledge and financial acumen
- Review and approve scopes of work
- Proactively seek and identify new revenue opportunities across your clients
- Ensure the right team structures and roles are in play against client scopes and revenue and that the Client Delivery team are supported when required
- Control freelance budgets and contracts across Client Delivery teams
- Ensure that teams are fully utilised and encourage people mobility when and where we can to meet utilisation targets
Collaboration
- Motivate and drive the team towards full accountability action and results
- Effectively and impartially navigate teams with conflicting priorities
- Build strong trusting relationships with clients and key internal stakeholders
- Gain a high level of trust and respect among department heads across Client Services Creative Production Technology Finance and SMEs
- Collaborate with the GCMD/GCL and SMEs to onboard any new clients by building a strong operational foundation based on a series of discovery workshops and outputs to define the optimal structure and ways of working
Process and Operations
- Responsible for assessing and simplifying ways of working and processes to achieve efficiency profitability and standardised operational practices
- Leverages our onsite onshore offshore network to deliver engaging work in the most efficient and effective way
- Key business contact for technology team on identifying and implementing new systems/tools and tactically lead deployment of Hogarths Open Content production platform (OCP) and help drive adoption
- Drive reviews and analysis of internal and client facing SLAs and KPIs to ensure best practices
- Provide support to ensure stakeholders have the data tools direction and access to expertise to continually optimise the client business
- Collaborate with Head of Client Operations and Client Delivery counterparts globally to share best practices and key learnings
- Continually assess project retrospectives to identify areas of improvement and develop and implement remedial plans when required
Leadership
- Create a culture of freshthinking collaboration respect equality diversity and inclusion with a focus on learning development and growth
- Ensure operational frameworks and best practices are embedded across the team and wider business
- Contribute to Hogarths culture by exhibiting the Hogarth values as well as ownership professionalism passion and leading by example
- Inspire the Client Delivery teams to deliver their best
- Empower the team to take ownership and find solutions supporting them by removing any barriers to success
- Hire and retain the best talent
- Have an active interest in sustainability and help drive change within Hogarth to think and act more sustainably
Risk
- Directly intervene and manage the remedial plan whenever business critical risks are identified and raises to GCMD where appropriate
Requirements
- Experience within a global production environment and/or creative agency environment
- Strong senior client services operations project management experience
- A commitment to ensuring flawless execution and delivery across multiple projects
- Strong crosscapability and crossfunctional collaboration and communication skills
- Ability to review and analyse data to formulate and activate operational solutions
- Full understanding of how data can drive change in how we approach content creation and elevate the conversations and recommendations we propose to clients
- Commercially focused with a passion for delivering and exceeding results
- A good understanding and experience of multiple pricing and scoping practices
- Focus on continuous improvement of project management methodology and workflows
- Inspiring leadership ability to manage matrix reporting rally teams and experience in driving change and governance through crossfunctional teams
- Demonstrated experience of successfully working within a virtual team environment
- Experience with complex decision and planning processes
- Ability to conduct presentations comfortably to large groups
Demonstrated experience working with Senior and Executive management
#LIBS2
#LIHybrid
WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
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Required Experience:
Director
Employment Type
Full Time
