Operations Lead

Bond Brand Loyalty; Madrid; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

A leading company in loyalty management seeks an Operations Lead to drive operational excellence and exceptional client service. This role involves overseeing day-to-day client program management while leading a diverse project team. The ideal candidate will possess strong leadership and project management skills, with a focus on client satisfaction and business growth.

Formación

• Minimum 4 years in a leadership role managing project teams.
• Experience in a digital agency or similar environment focused on customer experience.
• Strong ability to manage deadlines and operational excellence.

Responsabilidades

• Oversee client service and project management activities.
• Develop and coach project teams, ensuring client satisfaction.
• Identify opportunities for business growth within existing accounts.

Conocimientos

Project Management

Leadership

Client Service

Problem Solving

Communication

Collaboration

Adaptability

Educación

Bachelor’s degree in business or a related field

Herramientas

Project Management Certification (PMP or equivalent)

Descripción del empleo

As the Operations Lead , you will provide hands-on leadership focused on driving operational excellence and delivering exceptional client service. You will oversee the day-to-day management and execution of client programs while leading a team of Project Managers, Project Leads, Coordinators, and Event Managers. Your responsibilities will include developing and coaching the team, fostering cross-functional collaboration, and ensuring the successful delivery of client projects. Additionally, you will support business growth by identifying opportunities within existing accounts and contributing to proposals and solution development alongside account leadership.

As the Operations Lead, you will :

• Oversee the day-to-day activity and client service of an assigned client / account team (Project Managers, Project Leads, Coordinators, Events Managers, and other supporting roles)
• Manage Project Managers, Project Leads, Coordinators, Events Managers, and / or other members of the client team as assigned
• Ensure profitability of assigned accounts and related projects and ensures execution of projects is consistent with account strategy
• Identify, develop and / or implement operational protocols and delivery systems as needed to meet client requirements
• Apply project management principles and processes, Bond’s project fundamentals to all areas of client deliverables
• Guide the project team to execute deliverables with adherence to Bond’s project fundamentals
• Ensure effective integration of services across all departments / teams on behalf of clients as required
• Ensure client satisfaction with all project / program activity directly and on behalf of the account team
• Manage project budgets and tracks costs, communicating forecast to Managing Director
• Manage the timely flow of information and documentation of all client-related activity within the project team and to / from the client
• Coach and develop other members of client team to transfer skills and ensure succession management
• Ensure management of projects within Quality Management System requirements
• Develop and maintain current knowledge of client's business, marketing programs, brands, competitors, strategies, etc.
• Ensure people and teams across the organization work effectively together and collaborate with a focus on client needs
• Support the development of project / opportunity briefs as required
• Support the development of proposals and project recommendations with guidance from the Account Leadership (Managing Director, and Operations Director)
• Support the Managing Director in identifying new business opportunities within assigned accounts
• Other sector specific activities, as required and assigned
• Bachelor’s degree in business or a related field, or equivalent work experience
• Minimum 4 years of experience in a leadership role managing matrix project teams, with both direct and indirect reports, delivering multiple projects with competing priorities
• Minimum 3 years of leadership experience within a digital agency, creative agency, or similar environment focused on customer experience, channel, or dealer enablement
• Proven ability to manage deadlines, solve problems, and drive operational excellence
• Strong written and verbal communication skills
• A hands-on leader who takes ownership, thrives in collaborative environments, and isn’t afraid to dive into execution when needed
• Highly adaptable with strong planning skills and the ability to pivot when priorities shift

Bonus Points If You Have :

Experience managing global projects

Fluency in German

Background in the automotive industry

Agency experience

Project Management Certification (PMP or equivalent)

Why Bond?

Joining us means being part of a team that lives by the mantra “Create Bonds.” We celebrate our collective drive, reward innovative thinking, and always maintain a focus on fostering relationships, both internally and with our clients.

Ready to Make Your Mark?

If you’re passionate about shaping the future of loyalty and making a real impact, we want to hear from you! Apply now to become a part of our dynamic and innovative team.