Global Client Operations Leader

Omnicom Production LLC; 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

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.