Director, Client Operations

Mars United Commerce Powered by Marilyn is a global commerce company that delivers all the solutions clients need to grow their business today and tomorrow. Founded by the late Marilyn Barnett, we’ve become global leaders in four key commerce disciplines – Strategy & Analytics, Digital Commerce, Content & Experiences, and Retail Consultancy – that together form a United Commerce Ecosystem that provides all the expertise clients need to navigate the commerce marketing landscape. Our 800 Martians across North America, Europe, Australia, New Zealand and Asia exist to drive growth for our people, our clients, and our communities all across the globe.

Mars United Commerce is seeking a Director, Client Operations. This position ensures that the team operates in a highly efficient manner while maintaining the highest quality standards. Supports the Lead and team by managing scoping and establishing processes and ways of working to consistently deliver a best-in-class product and service.

Key Job Responsibilities:

• Business Management
• Financials
• Client Liaison
• Onboarding and Training
  
  

Performance Expectations:

Business Management

• Partnering Client Lead with annual scope development and custom scope enhancements
• Monitor staff allocation and budgets, flagging changes in scope that affect resourcing and recommends action in partnership with Client Leads
• Manages scopes and process to ensure team is both funded and reports at 90% billable.
• Identify and support the building of tools to assist in the scoping process (e.g., AI/Marilyn integration)
• Explore new roles or ways of working to meet client needs
• Develop and manage clear communication plans
• Plan and lead weekly meetings to discuss present and future issues/updates
• Support developing and contributing to QBRs
• Design and develop solutions to resolve issues
• Manage team resources (external data sources like Kantar, IC’s, research and report sharing within the team and to input into Marilyn)
• Work closely with New Business lead on RFI/RFP responses to identify needs or resources, as well as determining appropriate allocation, budgets and staff recommendations
• Coordinate agenda and content for VP team meetings
  
  

Financials

• Provide monthly financial updates
• Optimize funding/utilization based on monthly reports
• Review performance data to measure productivity, goal achievement and determine areas needing improvement
  
  

Client/Procurement Liaison

• Work with Client Ops/Procurement to thoroughly know the business
• Participate in Client process changes to share ownership of implementation
  
  

Onboarding and Training

• Onboard new team members and Clients
• Identify and deploy training to improve overall productivity (e.g. brief training)
• Manage ongoing best practices forums
  
  

Skill Sets Required:

• Bachelor’s degree in advertising, marketing, business or related field
• 10 Years of marketing or Operations experience, agency or project management experience preferred
• Interest in the Operations discipline
• Experience in retail is a plus
• Proficiency in Word, Excel and PowerPoint
• Ability to manage time, adhere to strict timelines, multitask and work well under pressure
• Ability to partner with Client Operations and Procurement
• Ability to lead and drive alignment across teams and seniority levels
• Proactive nature in the seeking of work/responsibility
• Dependability in execution of work and as member of assigned team
• Enthusiastic, solution-oriented attitude in accepting work/new challenges
• Desire to learn all aspects of the assigned client scope of work and tactics
• Effective interpersonal skills working well across functions
• Conscientious work ethic
  
  

Mars United Commerce is an Equal Opportunity Employer and will recruit, hire, train and promote persons in all job classifications without regard to race, ancestry, creed, color, sexual orientation, gender identity, age, national origin, disability or handicap, HIV, veteran, marital or family status, or any other status or condition protected by applicable state and/or federal laws, except where a bonafide occupational qualification applies.

Mars United Commerce has developed a wide variety of inclusive benefit plans and policies that address and promote the needs of all employees and their family members, including comprehensive group health plans, a parental leave program that includes paid maternity and paternity benefits for pregnancy, adoption and surrogacy, flexible paid time off, a broad and confidential employee assistance program, ongoing wellness support initiatives, trusted financial health advice and guidance, promotion of education through tuition support and assistance, and a flexible and supportive work environment and culture.

Compensation Range: $90,000 - $110,000 annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be March 31, 2025.

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