Position Summary
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.
Key Qualifications
- 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
Diversity, Equity & Inclusion
At OMG, we are committed to providing a truly inclusive environment that reflects today’s society, where everyone is able to bring their true selves to work, and where diverse voices and backgrounds are valued, heard, and well-represented.
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