Job Description

The Client Operations Lead is a critical role responsible for optimizing and streamlining the processes, systems, and tools that enable our client -facing teams and the Media Management and Delivery Teams to deliver exceptional service, drive client satisfaction, and achieve business objectives for the Clients and WPP Media . This individual will act as a strategic partner, identifying inefficiencies, implementing scalable solutions, and ensuring data integrity to enhance the overall client experience and operational efficiency. Ensure seamless and efficient client operations by implementing systems and processes to optimize media operations. With a strong focus operational efficiency and effectiveness, this role requires a operationally astute, highly collaborative leader who can manage complexity across multiple various teams, Client Accounts , projects etc to unlock client value, and lead with purpose in a fast-evolving media environment.
Key Focus Areas

• Process Optimization & Standardization: Building and maintaining Standard operating procedures and processes.

• Lead Client Operations & Client Growth Planning : Oversee the end -to -end client journey, from initial onboarding to ongoing service delivery and offboarding, ensuring a consistent and high - quality experience .

• Client Operations Excellence: Develop, standardize, and optimize operational processes and workflows to maximize efficiency, reduce errors, and improve client satisfaction. o Client Onboarding : Develop and refine new client onboarding processes to ensure a smooth, efficient, and positive initial experience for all new clients .

• Client Operations & Resource Allocation: Ensure the right sizing of client teams, strategically allocating resources to meet client demands and optimize team utilization . o Reporting & Analysis: Establish and track key performance indicators (KPIs) for client operations and growth initiatives . www.wppmedia.com Core Responsibilities

• Process Optimization & Standardization

• Design, document, and implement scalable and efficient operational processes for client onboarding, implementation, support, renewals, upsells, and other key client lifecycle stages. o Identify bottlenecks and inefficiencies in existing workflows and propose data -driven solutions for improvement.

• Develop and maintain playbooks, best practices, and standard operating procedures (SOPs) for client -facing teams.

• Ensure consistency and quality across all client interactions and operational activities.

• Lead Client Operations & Client Growth Planning

• Oversee the end -to -end client journey, from initial onboarding to ongoing service delivery and offboarding, ensuring a consistent and high -quality experience.

• Develop and implement strategies for client growth, identifying opportunities to expand existing relationships and enhance service offerings.

• Act as a key point of contact for strategic client discussions related to operational efficiency and growth initiatives.

• Client Operations & Resource Allocation

• Oversee operational excellence across the client portfolio, including capacity planning, SLA adherence, and budget control.

• Collaborate with operations, finance, people and Client President to right -size client teams and deliver scopes efficiently and profitably.

• Ensure accurate revenue forecasting, risk management, and governance aligned with WPP Media and Client standards.

• Champion the adoption of operational tools and frameworks that improve delivery, consistency, and commercial accountability.

• Create a blueprint for client operations using existing client intelligence to map this out.

• Ensure the right sizing of client teams, strategically allocating resources to meet client demands and optimize team utilization.

• Reporting & Analysis

• Establish and track key performance indicators (KPIs) for client operations and growth initiatives. www.wppmedia.com

• Provide regular reports and insights to senior leadership on operational performance, client health, and growth opportunities.

• Utilize data to inform decision -making and drive continuous improvement.

Candidate Profile Qualifications, Experience & Skills

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

• Minimum 7 -10 years years of experience in client operations, project management, or account management within the media, advertising, or digital agency sector .

• 7 years of experience in a leadership or management role, with proven ability to build, motivate, and manage high -performing teams. o Strong understanding of the media landscapes, campaign execution, and performance metrics .

• Demonstrated experience in process optimization and implementing operational efficiencies.

• Experience leading large -scale client teams, integrated service delivery, and growth planning.

• Strong commercial /Growth acumen with the ability to manage budgets and negotiate contracts.

• Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport with clients and internal stakeholders at all levels.

• Proven ability to manage multiple priorities in a fast -paced, dynamic environment.

• Strong analytical skills and proficiency in using data to drive decisions.

• Strategic thinker with experience in communications planning, innovation, and client transformation programs.

• Proficiency in project management software and CRM systems is highly desirable.

Attributes o Client -obsessed and solutions -focused. o Highly collaborative and confident in influencing senior stakeholders. o Analytical and operationally disciplined. o Strong communicator and persuasive presenter. o Energized by complexity, growth, and innovation. o Able to navigate the matrix. Overview of KPI's (to be evolved as required by the business) Client Management: o Retention Rate: 95%+ annual client retention across portfolio. o 8+ client satisfaction scores
Client Communications: o Strategic Plan Adoption: 100% of top -tier clients to have annual strategic plans and roadmaps in place.

• Relationship Health Monitoring: Improvement in relationship health scores or metrics by 10% -20% YoY . Working with Client President.

Client Operations: o OMS Adoption: Responsible to Achieve 90%+ compliance with OMS usage across client teams - based on applicability o Team Right -Sizing: Responsible to achieve 100% of key accounts to have accurate and balanced resourcing based on scope and delivery needs. o Client budget retention: Responsible to retain 95%+ of committed client media budgets year -on-year across your portfolio. o Forecast Accuracy -Responsible to maintain forecasts within 5% variance. o Zero Revenue Leakage -Responsible to ensuring no missed or unbilled revenue due to process gaps. o Develop best -in-class operational blueprint . Growth : o Revenue Growth (Organic + New) : Achieve 10 -20 % year -on-year revenue growth across SSA client pod. CFO to confirm targets. o Product & Service Adoption : Increase adoption of strategic services across 80%+ of client portfolio. o Client Growth Plans : Responsible to ensure that 100% of pod clients to have formal, measurable growth plans
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Skills Required