Group Director, Client Operations

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.

• 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., Media Tools, Asana) and automation to enhance efficiency and accuracy.

• 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., Media Tools, 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 (Media tools, Mediaocean/Prisma, Asana, Taxonomy) for Merck, driving efficiency and data hygiene.
• Develop strong relationships with key Merck stakeholders (Finance, Procurement, Media, Digital Marketing).

• 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.

• 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,…