Group Director Client Advice and Management

 

Business Overview 

We believe in the power of media to reshape our industry and orchestrate a brand’s entire consumer experience, by balancing both what unites people and what makes them different. When brands unite people in culture, they build Fame, and when brands connect individuals to their unique journeys, they build customer Flow. Initiative builds Fame & Flow for brands like Nike, Amazon, Merck, and T-Mobile. Media responsibility is at the forefront of everything we do, whether it’s creating media plans that reflect the diversity of our communities, promote brand safety, and foster sustainability. Our agency celebrates diversity in an inclusive environment where all of our 6,000+ strong talent across 90+ markets feel seen, heard, and valued. Our vision is to create not only a better media company, but also a better media industry, and maybe even a better world.  

We make a promise to our people that we double down on seeing, celebrating & elevating all the things that make you, uniquely you. And just as we do for our brands and clients, we connect our people to the journeys that matter in building a meaningful career.  

There are four I’s in Initiative and these represent our core values and behaviors.  

• INDIVID[YOU]ALITY – you bring your genuine and unique self to and into the work, every day.  
• INSTINCT – you’re tuned in and armed with intelligence; you have a bias for action – shit happens when you’re around.  
• IMPACT! – you care deeply about the impact you have on our clients, their customers, our community, the media landscape and our world at large.  
• IMAGINATION – your ability to imagine and bring to life the ideas, solutions, and the future of Initiative, makes us THE create media agency in the world. 

Position Summary

 

Client Operations is a dedicated discipline within our Client Advice and Management (CAM) craft. This team uniquely focused on the development and implementation of consistent processes across our markets, teams, and the design, orchestration and execution of global client operating models and project management. Global Client Operations are critical for operational success across our largest global accounts.

The Group Director, Global Operations is responsible for the orchestration of the global network, from day-to-day operational aspects of the global Nike account, to network coordination, project plan development & tracking, rollout and enforcement of defined processes, business reporting and working hand in hand with the Global business lead and geo CAM leads. This role will be managing multiple projects within the constraints of scope, quality, time, and cost to deliver specified requirements and meet client satisfaction. The Group Director, Global Operations is the critical team integrator and will work closely with clients, internal teams, SBUs and other markets.

The goal of this role is to ensure we are standardizing our workflow, creating greater efficiencies for our team and the way we work with clients, and to drive a consistent product and output for our clients.

 

Responsibilities

· Drive global consistency & excellence in our way of working across global, regional, and local teams and clients.

· Deepen relationships and craft collaborative partnership with clients’ partners agencies

· Apply a client lens to all areas of Initiative product, ensuring solutions developed are business-appropriate and meet agreed-upon KPIs

· Ready to professionally push back where necessary to effectively manage client expectations, agency resources and deadlines

· Take full ownership (but in collaboration with other team members) to create all templates, playbooks, processes, specific to all account needs and requirements. Codification and training of all processes and systems is critical to the success of driving operational excellence.

· Creation, maintenance and rollout of the Operating Manual and other operational playbooks and documentation

· Systematize and drive enablement of best practice sharing across the globe for teams to be inspired by best-in-class product and campaigns, to uplevel innovation and product excellence

· Ensure all teams are onboarded and trained on a consistent basis on all operating processes, systems, tools, and playbooks. Drive adoption and monitor adherence of all process with teams to continue to drive efficiencies.

· Work with other business functions such as finance, billing, and analytics teams to ensure the