Client Operations Manager Jobs in Stamford, CT (NOW HIRING)

Agency:

Initiative

Job Function:

Projects and Performance Improvement

Job Subfunction:

Business Performance and Process Improvement

Job Description:

POSITION SUMMARY:We areseekingastrategic and proactive Director, ClientOperationsfor the prestigious Merck account. This pivotal roleleadsday-to-day operations and drives operational excellence across this critical pharmaceutical business. As akey business partnerto the account lead, you will take initiative to ensure robust infrastructure across End-to-End Budget Operations, Process Harmonization, and Business Operations. Your leadership will guarantee unparalleled efficiency, effectiveness, and excellence in operational deliverables, directly contributing to Merck's strategic growth.
KEY LEADERSHIP REQUIREMENTS
Visionary & Proactive Leader:A seasoned leader who takes initiative, simplifies complexity, and drives best-in-class delivery across diverse teams and with clients.
Strategic Business Partner:Proven ability toadvisebusiness leads, translating operational insights into strategies thatoptimizeefficiency and contribute to Merck'sobjectives.
Healthcare Industry Acumen (Highly Preferred):Significant experiencenavigating the unique operational, regulatory, and compliance demands of the healthcare/pharmaceutical sector.
Operational Innovator:Expertisein designing, implementing, andoptimizingmedia infrastructure, including Budget & Financial Operations, Data Management, and End-to-End Media Process & Workflow.
Team & Talent Builder:Skilled in assembling, managing, and activating high-performing, cross-craft Agency Operations teams.
Technology & Automation Driver:Track record ofleveragingoperational tools (e.g.,MediaTools, Asana) and automation to enhance efficiency and accuracy.
KEY RESPONSIBILITIES
1. End-to-End Budget Operations
Build andoptimizeworkflows foraccurateplanning & investment data for Merck, ensuring compliance.
Oversee the full budget lifecycle (management, QA, invoicing, reporting), ensuring financial stewardship.
Manage Merck client-facing planning processes (e.g.,MediaTools,Mediaocean).
Champion automation to enhance accuracy and reduce manual effort.
Lead creation of non-campaign Merck client reports (flowcharts, forecasts, budget summaries, LDA).
Evaluate, implement, and customize operational tools (Mediatools,Mediaocean/Prisma, Asana, Taxonomy) for Merck, driving efficiency and data hygiene.
Develop strong relationships with key Merck stakeholders (Finance, Procurement, Media, Digital Marketing).
2. Process Harmonization
Strategic Process Design & Optimization:Lead the strategic design, implementation, and continuous optimization of highly effective, scalable cross-functional processes, including bespoke Merck-specific Media Planning Playbooks and tool-supported workflows.
E2E Process Governance & Rollout:Drive the establishment and rollout of new end-to-end processes, providing high-level stewardship for seamless implementation, robust governance, and widespread adoption across all stakeholders.
Operational Orchestration & Cross-Functional Alignment:Oversee strategic coordination of daily process operations, ensuring consistent workflow adherence andtimelyexecution. Orchestrate clear communication and seamless collaboration across media, creative, account, and Merck client stakeholders.
Performance Optimization & Continuous Improvement:Strategically manage andoptimizecampaign and operational workflows (calendars, timelines). Direct training strategies, oversee adoption, andestablishframeworks for tracking effectiveness, gathering feedback, and driving data-informed improvements.
Leadership & Best Practice Advocacy:Provide senior leadership and mentorship, proactively removing systemic roadblocks, fostering a culture of excellence, and championing best practices and knowledge sharing within the Merck account.
Strategic Project Management:Provide senior oversight and direction for ad hoc project execution, ensuring strategic alignment and efficient delivery.
3. General Business Operations
Lead execution of best practices and operational deliverables for the Merck account.
Serve as the primary day-to-day operational contact for Merck clients (procurement, finance, tools).
Lead centralized account governance, developing Merck-specific playbooks, calendars, and compliance training, adhering to healthcare standards.
Partner with Client Business Leads (CAM) and Finance on scope, staffing, and strategic resource management.
Lead monthly labor tracking and burn reporting.
Support audit readiness and accountability, ensuring transparency and adherence to industry standards and Merck policies.
Partner with CAM to drive strategic resource deployment across deliverables.
Steward best practices, playbooks, and toolkits adapted to the pharmaceutical industry.
REQUIRED QUALIFICATIONS
Bachelor's degree with10+ years of progressive media experiencein operations; planning or buying experience a plus.
Proven experience managing large, complex client accounts, with a strong preference for healthcare/pharmaceutical industry experience.
Exceptional leadership, initiative, and strategic partnership skills.
Demonstrated ability to define roles, lead high-performing cross-functional Agency Operations teams.
Provensuccessleveragingtools and automation for operational deliverables.
In-depth understanding of media workflows, including the full media dollar lifecycle and campaign planning processes.
Experience customizing andoptimizingtools for media planning/investment data (e.g., Taxonomy,Mediatools/Lumina,Mediaocean/Prisma).
Strong attention to detail, organizational skills, and a highly structured analytical mindset.
Comfortable managing multiple complex projects in a fast-paced environment.
Strong written and verbal communication skills, articulating challenges and solutions to all levels and clients.
Ability to simplify complex issues,determineeffective paths forward, and champion change.
140,000-150,000

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