Director of Client Operations

ABOUT US

We're a Global Staffing Partner for Brand Experience. We connect People, Data, and Brands to optimize Impact for our clients. Elevate currently operates in five markets: the US, UK, France, and Germany, with more openings in 202509.

We're award-winning and a global leader in creating high-impact experiences using innovation and insight. In 2021, our teams had a meaningful engagement with 4.5 million people across all our markets, and we have conversations at scale. Our priority as a business is to help brands understand more about their consumers by collecting intelligence and insight for all the contacts we make. Elevate runs Impact, an industry-leading and data-driven reporting tool that enables marketers to evaluate the effectiveness of staff face-to-face engagement in real-time. This provides live insights into consumer engagement and is underpinned by data produced by over 250 individual data points.

Elevate provides global people solutions that deliver impact to brands and their partners. We are an award-winning global, people-powered agency that creates compelling human connections with brands underpinned by clever use of data and technology. Our partnerships worldwide include Level-Up retail, live and virtual events, influencer, and healthcare experiences that deliver real business impact. We prove the Impact of people's experiences through our best-in-class measurement platform, IMPACT.

Our offices in London, Los Angeles, Atlanta, Phoenix, Paris, and Berlin have a truly global reach and genuine local relevance.

POSITION SUMMARY:

The role of the Director of Client Operations is to head up all company operations and covers six primary areas of focus:

1. Drive a great culture aligned with our company values, promoting an environment where high performers can prosper.
2. Support the sales function in all major pitches and participate in the strategic planning of the sales department, helping to identify our strengths and weaknesses and areas for opportunities.
3. Drive our Client Services team to build strategic growth and partnership with clients while delivering best-in-class services and optimizing profitability.
4. Ensure the Staffing Department delivers based on our key objectives of fulfillment, compliance, recruitment, and quality.
5. Create operational efficiencies across all departments to enable profitable and sustainable client growth.
6. Be a great ambassador for our global initiatives.
   

Principally, the Client Services Director will oversee the implementation of the company's vision related to client partnerships and new business. Establishing a department focused on partnering with major brands, agencies, and government, directly and on a scale. Managing this evolution through a clear roadmap to achieve company objectives and one that involves, nurtures, and motivates our future leaders in the business.

How your role links to Elevate's four core values:

1. People, People – building a bridge between the clients and field staff, ensuring relationship building in every direction is at the heart of everything we do
2. Elevation – each project should be evaluated and learned from to ensure we are elevating each project we do with a client to make it the best it can possibly be
3. Take Pride – We are a people business, so take pride in the fact that you will be working within the biggest cog in the wheel. Our reputation should be built on the excellent work that we take pride in doing.
4. Better Together – The work we put in should be divided and conquered between the teams. The Account Managers and Account Directors within the team will always be there as a listening ear to guide you and support you when necessary.

ROLES & RESPONSIBILITIES:

You will act as the glue between the departments and must ensure they all work efficiently to deliver our business objectives.

1. Drive a great culture aligned with our company values, promoting an environment where high performers can prosper.
   1. Lead the team with a growth mindset and foster a culture aligned with company values and vision – maintaining an 8+ engagement score across teams.
   2. Set up objectives with all department subheads and assist in setting up the objectives for their team in collaboration with our HR function / Managing Director to align with the business vision and objectives.
   3. Dynamic leadership of department subheads and holding them accountable for performance and delivery of SMART objectives.
   4. Provide leadership, guidance, and support to the CST and Staffing Teams to foster their professional growth and enhance performance. Set clear performance goals, conduct regular performance evaluations, and provide constructive feedback and coaching. Identify training and development needs and provide opportunities for skill enhancement.
   5. You will lead the monthly capacity meetings and report to the Managing Director, highlighting areas where support is needed in the short, medium, and long term to allow for the most appropriate resources to be accounted for and budgeted for.
   6. You will engage with the HR department when a team member needs support or coaching or when disciplinary action needs to be taken. The latest will need to be discussed with the Managing Director to align all department subheads at the senior level.
   7. Promote a strong employer brand to attract and retain top talent. Highlight the organization's values, culture, career growth opportunities, and employee benefits.
2. Support the sales function in all major pitches and participate in the strategic planning of the sales department, helping to identify our strengths and weaknesses and areas for opportunities.
   1. Support the Sales function with all major pitches.
   2. Guide the Sales function in finding the most efficient way of budgeting that allows for the best delivery, most profitable, and client return.
   3. Conduct market research and competitive analysis monthly with the Managing Director to identify market trends, customer needs, and competitive advantages.
   4. Gather data and insights to inform sales strategies and identify areas for improvement.
   5. Ensure that all presentations and collaterals shared with new prospects are up-to-date, aligned
      with our most recent brand messaging, and tailored to specific target audiences.
   6. Monitor the existing working process between the CST, New Biz, and Finance teams to ensure it
      leads to building out profitable, ops-ready solutions prior to the deal closing.
      
3. Drive our Client Services team to build strategic growth and partnership with clients while
   delivering best-in-class services and optimizing profitability.
   1. Accountable for forecasting oversight and accuracy (confirmed won business) for all client work.
   2. Lead the clients' review meeting monthly, a meeting that the MD will attend for visibility.
   3. Foster strong and mutually beneficial relationships with existing clients by ensuring regular communication, addressing their needs and concerns at the top level, and providing exceptional customer service. Develop a deep understanding of the client's business objectives, industry trends, and challenges to identify opportunities for growth and partnership.
   4. Build a 'retained' client portfolio - targeting 25% organic growth of client business per year.
   5. Collaborate with the Client Services team to develop strategic account plans for key clients. Identify growth opportunities, set clear objectives, and outline action plans to maximize client satisfaction, retention, and revenue generation. Continuously review and adapt account plans based on evolving client needs and market dynamics.
   6. Present the TOP 5 key accounts with the plan for growth to the Managing Director monthly to ensure you leverage her support and insights.
   7. Drive the always-on marketing agenda through CST with client content capture opportunities that help us deliver the wow factor in Elevate marketing comms.
   8. Build knowledge and confidence among CST in the delivery of insight projects for clients and support in organic growth around Elevate IMPACT.
   9. Support the Staffing Lead in drafting and following an effective recruitment strategy to attract top talent and address staffing needs across the organization. Conduct market research to understand industry trends, competitor practices, and candidate preferences. Utilize various sourcing channels, including job boards, social media, networking events, and employee referrals, to reach a diverse pool of qualified candidates.
      
4. Create operational efficiencies across departments to enable profitable and sustainable business growth.
   1. Identify inefficiencies in existing processes across departments and streamline them to improve productivity and reduce errors. Those inefficiencies must be raised with the Managing Director during the QEW for senior consultation.
   2. Provide training and development opportunities to enhance employees' skills
      and knowledge, enabling them to perform their roles more efficiently.
   3. Drive the always-on marketing agenda through CST and ST with client content capture opportunities that help us deliver the wow factor in Elevate marketing comms.
   4. Foster collaboration and communication among different departments to break down silos and promote cross-functional efficiency. Encourage knowledge sharing, joint problem-solving, and interdepartmental initiatives to leverage expertise, eliminate duplication of efforts, and streamline processes that span multiple teams.
      
5. Be a great ambassador for our global initiatives.
   1. Gain a deep understanding of the organization's global initiatives, including goals, objectives, and key messaging. Familiarize yourself with the specific initiatives, purpose, target audience, and desired outcomes.
   2. Communicate the global initiatives to the local team with a positive mindset and ensure they are followed through effectively.
   3. Raise any concerns or challenges with the Managing Director using a solution-driven approach.

REQUIREMENTS & SKILLS

• Be able to step away from the day-to-day and have a top-level view of the business operations and growth.
• Robust communication with the Managing Director, acting as her 'ears and eyes,' filtering information that is not valuable.
• Lead the team and the business with a positive mindset and composed attitude at all times.
• Proven experience in a client service /business leadership role within an agency with experience within the event staffing sector.
• Track record of growing leading world-class teams delivering excellence for blue chip brands.
• Experience in managing large portfolios of client work.
• Pro-active growth mindset capable of foreseeing issues and dealing with resolution without significant management supervision.
• Well-developed interpersonal skills and experience in interacting and building trusted relationships with stakeholders at all levels.
• A first-class listener and communicator with a willingness to confront issues and make decisions.
• Commercially savvy approach with demonstrable financial and problem-solving acumen.
• Strong project management skills with a dedication to timelines
• Numerate with some exposure to financial systems and processes.
• Honed project management skills, including time management skills and a high attention to detail.
• Excellent communication, negotiation, and presentation skills.
• Ability to work as a team with senior stakeholders.

COMPANY BENEFITS

• Competitive salary
• Health insurance coverage
• Retirement savings plan
• Paid time off and vacation days
• Flexible work schedule
• Opportunities for professional development and growth
• Employee discounts and perks
• Collaborative and inclusive work environment
• Performance-based bonuses and incentives
• Access to cutting-edge technology and resources

ELEVATING PEOPLE

As a people agency, we believe the personality and authenticity of our people sets us apart. Elevate Global is proud to be an equal-opportunity employer dedicated to fostering a work environment that supports and respects all individuals.

This job description is not all-inclusive. Elevate reserves the right to amend this job description at any time.

Elevate Global is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment where all qualified applicants receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other characteristic protected by applicable law.