Client Operations Director - London, United Kingdom - Hogarth Worldwide

Hogarth Worldwide

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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.

Please speak to the Talent Acquisition team to find out more information.

What does a Client Operations Director do at Hogarth?
Client Operations Director (COD): Nespresso

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 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 on Nespresso.

This COD role initially focuses on the Nespresso Content Studio, enabling the existing content studio model to accelerate and scalew globally at pace.

Once the global model is established the role will span across the Nespresso portfolio including both primary and localisation.

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

Leadership