Group Director, Client Operations

About this role

POSITION SUMMARY:

We are seeking a strategic and proactive Group Director, Client Operations for the prestigious Merck account. This pivotal role leads day-to-day operations and drives operational excellence across this critical pharmaceutical business. As a key business partner to 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 to advise business leads, translating operational insights into strategies that optimize efficiency and contribute to Merck's objectives.

• Healthcare Industry Acumen (Highly Preferred): Significant experience navigating the unique operational, regulatory, and compliance demands of the healthcare/pharmaceutical sector.

• Operational Innovator: Expertise in designing, implementing, and optimizing media 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 of leveraging operational tools (e.g., MediaTools, Asana) and automation to enhance efficiency and accuracy.

KEY RESPONSIBILITIES

End-to-End Budget Operations

• Build and optimize workflows for accurate planning & 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).

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 and timely execution. Orchestrate clear communication and seamless collaboration across media, creative, account, and Merck client stakeholders.

• Performance Optimization & Continuous Improvement: Strategically manage and optimize campaign and operational workflows (calendars, timelines). Direct training strategies, oversee adoption, and establish frameworks 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.

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 with 15 years of progressive media experience in 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.

• Proven success leveraging tools and automation for operational deliverables.

• In-depth understanding of media workflows, including the full media dollar lifecycle and campaign planning processes.

• Experience customizing and optimizing tools 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, determine effective paths forward, and champion chang

Wage and Benefits

We offer…