Client Operations Lead

The PHD EMEA Client Operations Lead is accountable for driving operational excellence that strengthens client relationships, improves responsiveness, and delivers a scalable high-quality client experience across key accounts. This role leads the operational system that underpins delivery - spanning budget stewardship, controls and governance, tools and workflow discipline, and the practical ways of working that ensure campaigns and programmes execute with accuracy and confidence. Working in close partnership with Client Leaders, Finance, Activation and Media Capability, the role ensures client operating models are robust, fit-for-purpose and consistently applied across markets, and that transitions, onboarding and transformation land smoothly with minimal disruption. The role also plays an important role within the Client Operations community across PHD EMEA, strengthening capability, consistency and reusable operational best practice, enabling us to handle infinite complexity through advanced automation, AI agents, integrated data & tech solutions, and meticulously codified processes. The key client for this role will be Dyson - a flagship client for Omnicom Media. Following a recent retention, this client is undergoing a significant transformation process to deliver a best in class operating model based on market-leading technology infrastructure. A key function of this role will be to ensure the successful delivery of Dyson's new operating model and transformation commitments.

• 10+ years of experience in client operations, agency operations, delivery governance or operational leadership within a complex, multi-market environment.
• 5+ years of leadership experience in operations or client operations
• Strong understanding of media workflows, financial operations and delivery models.
• Proven ability to design, embed and govern operational processes at scale.
• Comfortable making decisions in ambiguous, multi-stakeholder environments.
• Strong client credibility and calm executive presence.
• Pragmatic, outcome-focused mindset with a bias toward simplification and clarity.
• Proven capability to inspire, motivate, and guide teams through organisational change.
• Highly developed skills in building consensus and influencing senior leaders, clients, and internal teams
  
  PHD is a growth-focused media agency driven by innovation and creativity.
Founded in London in 1990, we were the first media agency to offer strategic and creative planning at a time when the industry was about buying cheaply and quickly. Our founders saw a bright future where smart thinking and clever planning could help brands grow faster than their competitors. Over the many years that have followed, we have continued to build on this defining ethic - with our evolution shaped by a continual investment in thought leadership. And we continue to ensure that our capability and approach evolve in line with changes in media, data, technology, commerce, society, and legislation. Today, with over 100 offices in 74 countries, we continue to create remarkable campaigns that lead to remarkable growth - using the extending canvas of data and technology. https://www.phdmedia.com/ Flexible Working At Omnicom Media Group, we are committed to supporting flexibility for our people while fostering collaboration, innovation, and teamwork. We have a hybrid working model (three days in the office, two working remotely), to ensure that we meet the needs of both our people and our business, balancing the benefits of in-person connections with the flexibility of remote working. Our standard working hours are 9:30 - 17:30, but we offer the ability to flex around core hours of 10:30 - 16:30 to give our people flexibility on how they manage their working day, whether that's in the office or working remotely. For example, you could start work at 8:30 and finish at 16:30 or start at 10:30 and finish at 18:30. We encourage open conversations between our people and managers to help navigate high-need periods and individual circumstances. Our goal is to create an environment where people feel genuinely supported to do their best - both in their careers and in their lives outside of work.