Senior Director, Client Operations

About the Role

The Senior Director, Client Operations is a highly strategic and operational leadership role responsible for the overall health and performance of a large, integrated global client team portfolio generating $20+ million in annual revenue. This role demands a seasoned professional with a proven track record of successfully managing complex, cross-functional teams within a fast-paced agency environment. The ideal candidate is a process-oriented leader who thrives on building efficient systems, optimizing resource utilization, and fostering a collaborative, high-performing team environment. This individual will partner closely with account leadership (Managing Directors and Executive Directors) to achieve revenue and client contribution margin targets, while ensuring the delivery of exceptional client service. This role requires a strong affinity for process improvement and a passion for tackling complex operational challenges.

What You'll Do

• Portfolio Management:Oversee a portfolio of global client teams generating $20+ million in annual revenue, ensuring consistent delivery against client objectives and financial targets. You will be the key contact for NA and International clients.

• Strategic Partnership:Collaborate closely with account-side Managing Directors and Executive Directors to develop and execute strategic plans for client growth and profitability. Provide operational insights and recommendations to inform strategic decision-making.

• Team Leadership & Development:Lead, motivate, and mentor a large, integrated team of diverse professionals. Foster a culture of trust, open communication, collaboration, and high performance. Champion diversity, equity, and inclusion initiatives within the team.

• Resource Management & Optimization:Oversee resource allocation, utilization, and forecasting across the client portfolio. Proactively identify and address potential resource gaps or surpluses. Develop and implement strategies to optimize resource utilization and improve team efficiency.

• Project Management & Oversight:Provide oversight for all incoming projects, including scope development, scheduling, staffing, risk assessment, and reporting. Ensure projects are delivered on time, within budget, and to the highest quality standards.

• Process Improvement & Standardization:Identify, design, and implement efficient processes and systems to streamline workflow, enhance communication, and optimize team performance. Leverage best practices and tools to drive continuous improvement.

• Performance Management & Reporting:Track and analyze key performance indicators (KPIs) related to revenue, client satisfaction, team utilization, and project delivery. Provide regular performance reports to senior management.

• Cross-Agency Collaboration:Lead and facilitate effective collaboration across multiple agency departments and disciplines (e.g., creative, media, strategy, technology) to ensure seamless project execution and integrated client solutions. This includes navigating complex cross-agency team structures and fostering strong working relationships with key stakeholders across different agencies.

• Financial Management:Contribute to the development and management of client budgets, ensuring projects are delivered within budget parameters and contribute to overall profitability.

What You'll Need

• 10+ years of experience in client operations, project management, or a related field within an agency environment.

• Experience working with Large International Clients.

• Proven experience managing large, integrated global client teams generating $20+ million in annual revenue.

• Demonstrated success leading and developing high-performing cross-agency teams, including navigating complex organizational structures and fostering collaboration across different agencies.

• Strong understanding of agency operations, including resource management, project management, and financial management principles.

• Exceptional communication, interpersonal, and presentation skills.

• Excellent analytical, problem-solving, and decision-making skills.

• Proven ability to develop and implement efficient processes and systems.

• Proficient in project management software and other relevant tools.

• Strong affinity for process improvement and a passion for tackling complex operational challenges.

How We'll Support You

Ogilvy celebrates its people. Fully. Enthusiastically. Unhesitatingly. We'll empower you with the tools you'll need to succeed. We'll give you the autonomy to seek out new paths and better ways of doing things. We'll support you with colleagues who are experts in their disciplines, drawn from across the Ogilvy network. And we'll provide opportunities for you to do work of which you'll be proud, with people you'll be proud to call your teammates.

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