Head of Operations, Client Services

POSITION SUMMARY:

The Head of Operations, Client Services is a pivotal role directly supporting the Global Business Lead of Agency Services for a key Global IPG client. This individual will act as the Business Lead's primary strategic partner, owning certain initiatives outright while coordinating and ensuring the successful execution of others. From operational strategy and financial planning to global integration and stakeholder relationship management, the Operations Lead/Chief of Staff will ensure alignment, execution, and excellence across the board.

ESSENTIAL FUNCTIONS:

Client Leadership:

• Manage global operations and client services for one or more global client partnerships at holding company level—inclusive of processes, training, business reporting, and strategic analyses as required
• Collaborate with client teams as well as agency account, operations, and finance teams, to respond to client needs and requests across the full client relationship lifecycle (from new business to onboarding/transition, to ongoing relationship stewardship.)

Operational Oversight:

• Lead operations workstreams for IPG pharma/healthcare holding company clients including:
  • Managing all client-related activity tracking and monitoring across countries and agencies— this can include agency performance evaluations, agency-client financials, SOW status, staffing, org charts, business updates, marketing processes, case studies, efficiencies/savings, ESG and supplier diversity
  • Providing periodic and ad-hoc client reporting (e.g., producing quarterly business reports; targeted summaries on specific topics; or dashboards)
  • Creating and presenting “quick start guides”, playbooks, and other on-boarding materials for agencies, to ensure MSA-related and other procedural compliance
  • Maintaining the knowledge base of business intelligence on each client—e.g., client annual reports or earnings reports, product pipeline, product sales, etc.
• Partner with IPG Commercial, IT, and Client Services teams to identify new processes and platforms to drive efficiency in information gathering, updating, and reporting
• Build and maintain database of IPG and agency information and capabilities to expedite response to new business opportunities and miscellaneous client requests (e.g., office lists, credentials decks, etc.)
• Support in operational needs for new business (e.g., agency surveys, data collection and aggregation for RFIs/RFPs)

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

• Bachelor’s Degree (BA/BS)
• 7+ years of experience across agency management, account management, client operations, and/or new business roles
• Pharmaceutical client knowledge / experience is a plus
• Proven ability to build strong relationships and deliver across a broad and global stakeholder set, working with senior client and agency leaders
• Global multi-country experience with large holding company relationships (our largest relationships operate across 35+ countries and 80+ agencies – on a single client)
• Strong operational skills, results-oriented
• Proficiency and ability to deliver across wide spectrum of asks, from strategic to operational and financial—fluent in both slide presentations and spreadsheets
• Flexibility to manage and respond to regional teams across all time zones
• Strong data analysis and data presentation skills; detail oriented
• Ability to synthesize input from wide variety of internal and external sources, and present strategic summaries/recommendations to senior management

NYC SALARY RANGE: 

The salary range for this position is $225,000 to $275,000. Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current/former employees in the subject position; market considerations; budgetary considerations; tenure and standing with the company (applicable to current employees); as well as the employee’s/applicant’s background, pertinent experience, and qualifications.

BENEFITS OF JOINING IPG:

One of our primary goals is to support the health and well-being of you and your family. Our compensation plan includes the following benefits, in addition to many others:

• Healthcare Options
  • Medical
  • Dental
  • Vision
  • Prescription
• Dependent and Health Care Flexible Spending Accounts
• 401(k) savings plan with company match
• Flexible based Paid Time Off
• Employee Assistance Program
• Legal Assistance Plan
• Tuition Reimbursement
• Employee Stock Purchase Plan
• Exclusive discounts on cell phones, gyms, and everyday purchases