Client Operations Director, London

Hogarth is the Global Content Experience Company. Part of WPP, Hogarth partners with one in every two of the world's top 100 brands including Coca-Cola, Ford, Rolex, Nestlé, 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 6,000 craft and technology experts brings together creative, production and innovation to help clients navigate this exciting and ever-changing world of today's content experience.

A Hybrid working model

Now offices are fully open we have embraced a hybrid working model, which allows our employees to split their time between the office and other locations, something we hope will provide everyone much more flexibility to their working week. The expectation is that working life at Hogarth will involve working from the office for about 60% of the time for most people (3 days in the office). Please speak to the Talent Acquisition team to find out more information.

What does a Client Operations Director do at Hogarth?

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 the business. As well as building and implementing the right models and providing solutions to operational challenges, you will oversee a team responsible for quality of service, on-time and on-budget completion of deliverables, across a large portfolio of client accounts.

You will manage a team and 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 Hogarth's capabilities, offerings and tools and activate them on client business challenges as needed. You leverage Hogarth's global network to deliver great work.

The Client Operations Director will use their problem-solving skills, judgement and strong relationship building ability to lead and mentor the team. The COD is responsible for profitability across their client delivery portfolio.

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 partners 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 SME's 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 on-site, 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 Hogarth's 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
• Create a culture of fresh-thinking, 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 Hogarth's 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 cross-capability and cross-functional 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 cross-functional 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

Diversity and Inclusion

Hogarth is committed to diversity and inclusion through our ideas, our people, how we behave and conduct ourselves. Creating a truly inclusive culture at all levels of the organisation that encourages different points of view, making Hogarth not only a better company and place to work but an environment where everyone experiences connection, opportunity and a sense of belonging. Please contact careers@hogarthww.com if you need the job advert or form in another format.

#Hybrid

Diversity & Inclusion

Hogarth is an equal-opportunity employer. That means we believe in creating a truly inclusive culture that values diversity, equity and inclusion for everyone through our ideas, our people, how we behave and how we conduct ourselves. We strive to recruit people from diverse backgrounds and support them to achieve long-term success. This not only makes Hogarth a better company and place to work, but an environment where everyone can give their point of view, experience connection, enjoy opportunity and feel a sense of belonging.

We welcome applications from everyone, regardless of race, ethnicity, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation, or physical or mental disability. As part of our commitment to making our hiring processes as equitable as possible, we are currently rolling out a policy which ensures that hiring managers review CVs only after they have been processed through an automated anonymisation system. This aims to ensure that all candidates are considered for interview based solely on their experience and what they can bring to the role. The solution, provided by MeVitae, scans and redacts CVs to reduce potential reviewer bias.

Please contact careers@hogarth.com if you need the job advert or form in another format.
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