Group Director, Client Operations
4 days ago
CourtAvenue is a company of industry experts accelerating digital transformation for the world’s most ambitious companies.
At CourtAvenue, you will be a part of a culture powered by entrepreneurs, technologists, data scientists and the habitually restless dedicated and energized to design products and services that transform businesses while optimizing them for growth. You will have the opportunity to learn and grow within a culture that values innovation while focusing on redesigning the experience between consumer and service (or product) by leveraging a fluid, seamless, and thoroughly transparent engagement.
A CourtAvenue Group Director, Client Operations takes ownership of their projects to ensure products and services are successfully delivered (e.g. against scope, cost, time, quality) and maintained through the application of program management methodologies and business operations. This role will be responsible for overseeing client-focused initiatives with emphasis on commerce, shopper marketing and digital shelf processes. The Group Director will ensure all projects align with client goals and support overall business growth. This leader will be responsible for the definition, implementation and evolution of business processes, continuous improvement activities in line with the PMO.
The Group Director, Client Operations will lead the process for communication, project, product and development lifecycles across the client. This role will oversee the delivery of complex client projects, leading scopes, cost estimation, risk and resolution, status reporting process, and ensuring seamless execution to meet their commitments to clients.
Responsibilities Develop and use disciplined processes to successfully scope, plan, create contracts and deliver complete projects and programs in line with Client Operations.
Collaborate with internal departments to understand key business and technology drivers, especially around e-commerce and shopper marketing strategies, to estimate and deliver projects effectively.
Ensure there is a consistent application of project and program management methodologies, controls and standards across client initiatives.
Support portfolio management and the prioritization and utilization of resources for each initiative while understanding the pipeline of work.
Communicate project reporting, tracking project progress, roadblocks, resolutions to ensure key deadlines are met.
Lead the Client Operations team on the client and assist in growing the many project and program managers, to foster a highly innovative, effective, and successful team.
Serve as a point of escalation for the project team, resolving issues, managing risk and executing mitigation plans as needed.
Lead decision making related to work processes, deliverables, and expected results while ensuring client requirements are defined and met.
Manage client relationships, ensuring alignment on expectations and strategic insights to drive business growth through tailored digital and shopper marketing solutions.
Ensure a collaborative ‘one team’ approach of both client and agency.
Contribute to new business and pitch initiatives to secure a pipeline of work for the broader team and drive client satisfaction.
Develop contracts and design innovative delivery teams to best meet and exceed program objectives. Effectively understand, balance, and manage the interplay between people, processes and systems.
Requirements 12+ years of experience in an analyst, project management, program management, technical role and/or business experience.
Understanding of agency commerce, shopper marketing or digital shelf creation and process.
Demonstrated ability to manage large-scale projects with multiple stakeholders, including agency and third-party partners.
Proven experience leading or working with complex client teams, managing agency partners and executing projects that focus on optimizing digital and in-store marketing efforts.
Agency experience required.
Media experience preferred.
Strong attention to detail and the ability to prioritize personal and direct report workloads to meet deadlines.
Demonstrable ability to operate under tight deadlines.
Ability to work across multiple projects simultaneously, ensuring and managing resources.
Ability to manage workload with minimal supervision.
Significant experience leading, mentoring, and inspiring teams towards excellence and success.
Excellent organizational and management skills; conscientious, and skilled at solving issues at all project levels while supporting colleagues and clients.
Excellent written and verbal communication skills.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At CourtAvenue, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
CourtAvenue is an Equal Opportunity/Affirmative Action employer. We recruit qualified applicants without regard to race, color, religion, gender, age, ethnic or national origin, protected veteran status, physical or mental disability, sexual orientation, gender identity, marital status, or citizenship status.
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