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.

KEY LEADERSHIP REQUIREMENTS

• 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., MediaTools, Asana) and automation to enhance efficiency and accuracy.

KEY RESPONSIBILITIES

End-to-End Budget Operations

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

Process Harmonization

• 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.

General Business Operations

• 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, calendars, and compliance training, adhering to healthcare standards.
• Partner with Client Business Leads (CAM) and Finance on scope, staffing, and strategic resource management.
• Lead monthly labor tracking and burn reporting.
• Support audit readiness and accountability, ensuring transparency and adherence to industry standards and Merck policies.
• Partner with CAM to drive strategic resource deployment across deliverables.
• Steward best practices, playbooks, and toolkits adapted to the pharmaceutical industry.

REQUIRED QUALIFICATIONS

• Bachelor’s degree with 15 years of progressive media experience in operations; planning or buying experience a plus.
• Proven experience managing large, complex client accounts, with a strong preference for healthcare/pharmaceutical industry experience.
• Exceptional leadership, initiative, and strategic partnership skills.
• Demonstrated ability to define roles, lead high-performing cross-functional Agency Operations teams.
• Proven success leveraging tools and automation for operational deliverables.
• In-depth understanding of media workflows, including the full media dollar lifecycle and campaign planning processes.
• Experience customizing and optimizing tools for media planning/investment data (e.g., Taxonomy, Mediatools/Lumina, Mediaocean/Prisma).
• Strong attention to detail, organizational skills, and a highly structured analytical mindset.
• Comfortable managing multiple complex projects in a fast-paced environment.
• Strong written and verbal communication skills, articulating challenges and solutions to all levels and clients.
• Ability to simplify complex issues, determine effective paths forward, and champion chang

Wage and Benefits

We offer a Total Rewards package that includes medical and dental coverage, 401(k) plans, flex spending, life insurance, disability, employee discount program, employee stock purchase program and paid family benefits to support you and your family. 

The salary range for this position is posted below.  Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current/former employees in the subject position, market considerations, budgetary considerations, tenure and standing with the Company (applicable to current employees), as well as the employee’s/applicant’s skill set, level of experience, and qualifications.   

Employment Transparency

It is our policy to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, ethnicity, gender, age, religion, creed, national origin, sexual orientation, gender identity, marital status, citizenship, genetic information, veteran status, disability, or any other basis prohibited by applicable federal, state, or local law. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

The employer will make reasonable accommodations in compliance with the American with Disabilities Act of 1990. The job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and other job functions are subject to modification. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.  

For applicants to jobs in the United States: In compliance with the current Americans with Disabilities Act and state and local laws, if you have a disability and would like to request an accommodation to apply for a position with Mediabrands, please email accommodation@mbww.com.