Client Operations Lead @ Hogarth

Hogarth is the Global Content Production 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 7,500 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.

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities. Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore. WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

About the Role -

As part of the Client Services Operations Department, you play a central role in the business and are pivotal to the smooth running of your account(s). You will be required to have a good hold on account handling and provide support to your line manager by managing projects from brief to final delivery, on time and budget. You will need to be client focused and able to demonstrate good communication, organization and time management skills to manage both your clients and internal departments, while always focusing on quality, process and profitability.

Job Responsibilities -

Internal Responsibilities

•Demonstrate a thorough understanding of the Hogarth business model, services and technology

•Ensure a thorough understanding of the contractual obligations, commercial arrangements & SLAs of your account and ensure specific details are understood by the wider team where relevant

•Ensure optimum productivity levels are achieved and team morale is high

•Review team structure and resource on an ongoing basis to ensure client is serviced appropriately whilst maintaining agreed profitability

•Ensure succession plan is in place for the complete Client Servicing team and liaise with other Dept. heads regarding wider team members where appropriate

•Coach and develop the team in their role to ensure achievement of their Personal Development

•Manage internal admin, holidays, sick days etc. and take responsibility for all timesheet accuracy from any direct reports

Client Management Responsibilities

•Ensure clients understand agreed workflows and manage them through the process

•Set and manage client expectations deliverables and timeframes

•Escalate all serious client issues to your line manager immediately and recommend solutions wherever possible

•Identify areas for improvement of existing workflow and processes which could benefit Hogarth and/or the client

•Build strong day to day relationships with all clients and agency stakeholders - communication is key

•Strive to better client and stakeholder relations

•Identify training opportunities for clients to ensure their adherence to processes & improve workflow

Project Management Responsibilities

•Co-ordinate between all relevant parties - internal (Print, Broadcast, Digital etc) and external

•Clients and agencies where necessary to ensure things get done but setting realistic expectations with clients

•Consistently deliver against all contractual obligations include SLAs and KPIs

•Keep your manager updated on status of projects

•Monitor internal workflows, identify areas for improvement and make recommendations

Quality Control Responsibilities

•Act as a brand QC/Guardian – always ensure brand guidelines, Q C checklists and procedures are followed

•Ensure all parties are aware of brand and Q C guidelines, ensure internal summaries are developed and distributed if necessary

•Highlight and resolve quality control issues

•Ensure the best external talent is always used – freelancers, translators, proofreaders,copywriters, planners where necessary (liaise with relevant Dept. heads and ensure they passrelevant tests)

Financial Responsibilities

•Prepare accurate cost estimates based on contracted rates and ensure all estimates areapproved by your manager.

•Contribute to profitability of accounts, budgeting and forecasting process Business Development Opportunities

•Proactively seek and identify new revenue opportunities in existing clients or prospects andinform your manager.

•Support the team in developing proposals for any new revenue opportunities

•Build and maintain a client business development

Job Requirements -

•14 plus years managing and servicing international accounts

•Experience working in Digital & TV/ Broadcast will be an added advantage.

•Strong time management/prioritization skills

•Strong project management skills

•Can do attitude and an ability to work under pressure

•Strong interpersonal and communication skills

•Fluent oral and written English

•Strong numeracy skills

•Highly organized, detail oriented, client focused and proactive

•Experience of running a strong dynamic account team including resource planning

•Strong IT literacy, including Word, Excel, PowerPoint/Keynote

#LI-BB1

Our Hogarth Values:

Hands on
No egos here. Just a shared drive to roll up our sleeves and make great things happen. Every project--big or small, gets our full energy because we believe in doing things right. Every single time. It's how we deliver real results without cutting corners.

Honesty
We are real and authentic – with each other and in our work. Honest, direct communication builds the trust we need to collaborate, grow, and make meaningful things together. It’s not always easy but it’s always worth it.

Heart & Soul
We bring heart to everything we make. Passion, pride and relentless drive push us beyond “good enough” ––because we care deeply about our craft, and we’re always chasing better. We love what we do, and it shows.

Happy Family
Creating a space where everyone feels valued--even when opinions differ, makes this a supportive and inclusive environment for our people. We embrace our differences, celebrate our wins together, and never lose our sense of humor.

Hungry
Curiosity keeps us hungry. We question, experiment, and always seek out what's next. We never settle, and we never stop learning.

Inclusion and Impact

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

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Client Operations Lead

Client Services/ Account Management

Hogarth

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