Head of Client Operations

About Us

IPG Mediabrands is the media and marketing solutions division of Interpublic Group (NYSE: IPG). Mediabrands manages approximately $40 billion in marketing investment globally on behalf of its clients and provides strategic services and solutions across its award-winning, full-service agency networks UM and Initiative and through its innovative marketing specialist companies Kinesso, Magna, Orion, Rapport, Healix, Mediabrands Content Studio and the IPG Media Lab. Mediabrands clients include many of the world’s most recognizable and iconic brands from a broad portfolio of industry sectors. The company employs more than 13,000 marketing experts in more than 130 countries representing the full diversity of humanity. For more information, please visit our website: www.ipgmediabrands.com.

Role Description

The Head of Client Operations, EMEA is a senior leader within the Operations craft team at IPG Mediabrands, responsible for elevating the craft of Client Operations across EMEA and contributing meaningfully to the group’s ability to provide world-class, integrated services to top-tier clients including Nike, Volvo, IBM, Dyson, Merck/MSD or NatWest. This role will lead the community of operational practitioners across the EMEA region, supporting the delivery of operational excellence across client engagements.

As a key partner to regional and global stakeholders, you will drive the implementation of operational best practices, guide the design of integrated client operating models and oversee complex transitions for regional new business wins. You will also ensure that global and regional client requirements are understood and embedded into global operational programs and standards.

This is a pivotal leadership role that combines deep operational expertise, understanding of delivering world-class client service, strong stakeholder engagement, and the ability to drive scalable, repeatable excellence across a complex regional network.

Key Responsibilities

Client Operations Leadership across EMEA

• Lead the central client operations team, including direct and indirect line management of regional operational talent
• Build and nurture a strong, connected community of client operations professionals across EMEA
• Drive knowledge sharing, continuous improvement, and standardisation of operational practices across clients and markets
• Ensure top operational talent is deployed to the right client challenges and nurtured through strong performance and development structures
• Oversee the successful delivery of operational projects and implementations across regional clients

Operational best practice & capability implementation

• Represent regional client needs within global transformation workstreams and the development of operational enablers
• Lead the roll-out and adoption of operational tools and standards (e.g. workflow systems, resource management tools) across regional accounts
• Drive adoption of resource management best practices and tools, ensuring efficient management of resource across key accounts and alignment with global/regional standards
• Partner closely with Global Operations, Technology, Business Leadership and other craft teams to ensure coordinated and business-centric delivery

Client Operating Model Design & Delivery

• Design effective, scalable operating models for regional clients, including integrated media and creative solutions
• Support client operations leaders in EMEA markets during key local market pitches and co-develop client operating models that incorporate regional best practices
• Contribute to global pitch responses with operational model design and ensure regional solutions reflect both client and agency needs
• Act as the Operations lead in pitch meetings, with the ability to present and explain operational models, process governance, workflow management and other related operational priorities to senior clients

New Business Transitions

• Own the development of detailed transition plans for regional new business wins
• Lead and manage cross-functional transition teams to ensure seamless onboarding and operational readiness
• Serve as the primary point of accountability for operational transition success

Key Success Metrics

• Regional implementation and adoption of operational best practices and tools
• Successful transition of new regional clients
• Operational model success and client satisfaction
• Talent retention and development within the client operations community
• Cross-market collaboration and best practice reapplication

Desired Skills & Experience

You are a senior operational leader with a strong background in operational excellence and a strong understanding of (or, preferrable, experience in) the management of complex, regional client relationships. You have a strong track record of driving operational excellence across client engagements by bridging the gap between client/business requirements and operational delivery. You thrive in fast-paced, matrixed environments and are comfortable balancing strategic thinking with hands-on delivery.

You’re a connector and community builder who believes in empowering people and delivering outcomes. You can confidently present to senior clients (including in high profile new business pitches), lead complex transitions across large teams of people, and bring structure and clarity to challenging operational problems.

You have experience as a leader and motivator of people and bring a clear vision of what it takes to build, foster and maintain a high-performing team of client operations practitioners. You lead with clarity, empathy and from the front.

Key Skills and Experience

• Proven leadership experience across client operations or business operations within a media, marketing or professional services environment
• Experience leading and motivating a matrixed team of direct and indirect reports
• Deep knowledge of operational models, workflow design, and implementation
• Excellent presentation skills with the ability to present to the most senior client stakeholders in global and regional new business pitches
• Hands-on experience leading operational transitions for large regional or global clients
• Expertise in workflow management/PM systems and tools such as Workfront and Asana
• Experience with other operational tools like Microsoft PowerAutomate, Salesforce or PowerBI are also desirable
• Experience engaging with senior clients and agency leadership, including in pitch environments
• Excellent communication, stakeholder management and team-building skills
• A strong collaborative mindset and ability to lead through influence across markets and disciplines