Global Client Operations Director

Omnicom Production; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Omnicom Production LLC is seeking a Client Operations Lead to design, operationalize, and scale delivery methodologies and infrastructure for client partnerships. The role bridges strategy and execution, ensuring operational excellence, clear accountability, and modern workflows across markets and capabilities.

You will work cross-functionally to define how we work, track performance, and implement tools and processes that drive consistent, high-quality service across regions and teams.

Responsibilities

• Assess and evolve client-specific operating delivery frameworks to ensure efficiency, scalability, and clarity.
• Conduct audits of current workflows, roles, and resourcing structures to identify improvement areas.
• Define and implement best-in-class ways of working, with clear roles & responsibilities (R&R) for each function.
• Standardize workflows across regions and teams to drive consistency and quality.
• Ensure that OP platforms, processes, and documentation are fully adopted and optimized.
• Partner with Client Director and Client Commercial Leads to define the Service Level Agreements (SLAs) that set clear expectations for quality, responsiveness, and delivery across all stages of client engagement, while ensuring they align with contract terms, scopes of work, and client priorities.
• Implement tracking and internal and client escalation mechanisms to ensure SLA compliance and resolve issues proactively.
• Communicate SLAs and service expectations clearly to internal teams and external partners and build processes that capture adherence to SLAs for reporting.
• Align delivery, technology, and commercial strategy into a unified operating model tailored to each client’s needs.
• Work closely with IT teams to implement technology solutions that enhance service delivery and operational efficiency.
• Ensure seamless onboarding of tools across client teams and monitor adoption and performance impact.
• Build a strong performance framework through clear SLAs. Monitor, enforce, and improve service standards to deliver consistently high client satisfaction
• Partner with Client Director to design and implement operational performance metrics/KPIs
• Partner with Finance and Technology to develop and maintain systems to capture data through the smart use of technology, to track and report operational activity across regions, projects, and delivery teams that provide visibility into operational performance.
• Provide consistent updates to internal leadership and client stakeholders on operational performance and engagement health
• Provide transparency through dashboards and reporting systems that track delivery, highlight risks, and inform decision-making. standards to deliver consistently high client satisfaction
• Champion operational excellence and adoption of OP tools, processes, and platforms.
• Support transitions from legacy models to new, scalable frameworks with minimal client disruption.
• Ensure that client and project data is up to date, centralized, and used to identify trends, risks, and opportunities.
• Collaborate with Client Leads and Finance teams to shape commercial models that reflect operational realities and client needs.

Job description

The Client Operations Lead is responsible for ensuring seamless end-to-end delivery by designing, operationalizing, and scaling the delivery methodology and infrastructure that powers our client partnership.

This role bridges programme delivery strategy and execution, ensuring that Omnicom Production (OP) delivers operational excellence, clear accountability, and modern, efficient workflows for clients across markets and capabilities.

The Client Operations Lead works cross-functionally to define how we work, track performance, and implement tools and processes that drive consistent, high-quality service.

KEY RESPONSIBILITIES

Operational Excellence

• Assess and evolve client-specific operating delivery frameworks to ensure efficiency, scalability, and clarity.
• Conduct audits of current workflows, roles, and resourcing structures to identify improvement areas.
• Define and implement best-in-class ways of working, with clear roles & responsibilities (R&R) for each function.
• Standardize workflows across regions and teams to drive consistency and quality.
• Ensure that OP platforms, processes, and documentation are fully adopted and optimized.

Service Design & SLA Implementation

• Partner with Client Director and Client Commercial Leads to define the Service Level Agreements (SLAs) that set clear expectations for quality, responsiveness, and delivery across all stages of client engagement, while ensuring they align with contract terms, scopes of work, and client priorities.
• Implement tracking and internal and client escalation mechanisms to ensure SLA compliance and resolve issues proactively.
• Communicate SLAs and service expectations clearly to internal teams and external partners and build processes that capture adherence to SLAs for reporting. Implement escalation mechanisms to resolve issues proactively.
• Align delivery, technology, and commercial strategy into a unified operating model tailored to each client’s needs.
• Work closely with IT teams to implement technology solutions that enhance service delivery and operational efficiency.
• Ensure seamless onboarding of tools across client teams and monitor adoption and performance impact.

Performance Management

• Build a strong performance framework through clear SLAs. Monitor, enforce, and improve service standards to deliver consistently high client satisfaction
• Partner with Client Director to design and implement operational performance metrics/KPIs
• Partner with Finance and Technology to develop and maintain systems to capture data through the smart use of technology, to track and report operational activity across regions, projects, and delivery teams that provide visibility into operational performance.
• Provide consistent updates to internal leadership and client stakeholders on operational performance and engagement health
• Provide transparency through dashboards and reporting systems that track delivery, highlight risks, and inform decision-making. standards to deliver consistently high client satisfaction
• Champion operational excellence and adoption of OP tools, processes, and platforms.
• Support transitions from legacy models to new, scalable frameworks with minimal client disruption.
• Ensure that client and project data is up to date, centralized, and used to identify trends, risks, and opportunities.

Client Engagement Model

• Collaborate with Client Leads and Finance teams to shape commercial models that reflect operational realities and client needs.

Team Management

• Work closely with the OP capacity team to ensure the right resources are in place to meet client demands.
• Ensure clarity of team roles and responsibilities and areas of ownership.
• Support the onboarding and alignment of new teams or partners into the client operating model.
• Serve as the operational point of contact for complex or multi-region delivery initiatives.
• Work with regional teams to ensure rigor and compliance with global ways of working and capture their input and feedback to continually optimize and improve.
• Provide guidance and support to regional teams to ensure consistency in delivery and share best practices to maximize quality and speed to market.

Modernization of Programme Management and Operations

• Deliver and demonstrate leadership that drives the delivery of quality work across the business: work fidelity, quality control, brand fit, tone of voice, and beyond.
• When possible, introduce and apply generative and dynamic technologies, dynamic reporting, and innovative technologies to modernize the client experience.
• Continuously improve how OP shows up, presents work, and communicates impact.

KPIs

• Programme delivery on time / budget / quality
• Process / tools / methodology compliance