Executive Director, Client Operations

2 months ago

Toronto, Ontario, Canada Resolute Digital, a Weber Shandwick Company Full time

Job Summary:

We are seeking an experienced Executive Director, Client Operations to join our team at Resolute Digital, a Weber Shandwick Company. The ideal candidate will have a proven track record of operationalizing large agency accounts and driving excellence through the implementation of client operational best practices.

Key Responsibilities:

  • Own the structure, scope, process, and proactive finance management for a group of accounts
  • Optimize account staff structure, scope review, establish processes and workflows at the account level, and oversee the financial health of each account
  • Partner closely with agency account and finance leads to drive financial management and client satisfaction
  • Proactively manage financial risks and opportunities, analyzing data to provide recommendations to reduce overservice or correct chronic issues
  • Connect the dots between procurement, brand, and marketing clients, aligning with agency priorities and scope
  • Scope complex projects, recommending staff and hours required for deliverables
  • Guide the account team on vendor contracting, reviewing complex contracts as needed
  • Manage new account setup, including recommended team structure, process, templates, staff, and financial forecasting
  • Mentor and manage up to 2 project managers and/or client financial reporting managers
  • Responsible for utilization metrics, leveraging real-time data vs forecast to project potential risks
  • Partner with Resource Director and discipline leads to identify and manage resource needs for short and long term, monitoring impact on capacity and proactively managing risk

Requirements:

  • 8-10+ years of professional client operations experience in an agency setting, preferably in corporate communications, management consulting is a plus but not required
  • Strong skills in scoping, pricing, financial management, and timeline development for large, complex programs
  • Familiarity with different types of programs and deliverables, such as strategic planning, creative ideation, video, social, and editorial content, digital, event-based programs, and vendor management
  • Project management background is an asset
  • Strong organizational and time management skills
  • Proficient in collaboration tools such as Microsoft Products and Smartsheets

What We Offer:

  • Bring Your Own Device (BYOD) – $50 monthly cell phone reimbursement
  • MyDays – Flexible time off
  • Short-Term Disability
  • Paid Parental Leave Policy

We are an equal opportunities employer:

We recruit qualified applicants without regard to race, color, religion, gender, age, ethnic or national origin, physical or mental disability, sexual orientation, gender identity, marital status, or citizenship status.

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