Client Delivery & Operations Manager in London

We are currently recruiting on behalf of a client, a growing advertising agency specialising in digital advertising, from client onboarding and campaign management to creative coordination, reporting, platform management and client delivery. They are now looking to hire the below position as part of their continued growth.

Job Summary

The Operations Manager is responsible for overseeing the smooth and efficient delivery of client engagements across the agency's marketing and growth services. The role ensures projects are properly scoped, resourced, tracked and delivered on time, with clear reporting and a structured handover process, while also supporting the day-to-day operational running of the business.

Key Responsibilities

• Oversee the planning and coordination of client delivery, ensuring projects are properly scoped, resourced and completed on time.
• Develop and maintain internal processes, workflows and standard operating procedures to keep delivery consistent and scalable.
• Manage resource planning and workload allocation across delivery teams.
• Monitor project timelines, budgets and key performance indicators, preparing regular reports for senior management.
• Oversee client reporting processes, ensuring work delivered is properly documented and communicated.
• Support the onboarding and handover process for client engagements, including documentation and asset transfer.
• Manage relationships with suppliers, platform providers and other third-party tools supporting delivery.
• Identify inefficiencies and lead continuous improvement initiatives to enhance productivity and delivery quality.
• Support budgeting, resource planning and staff scheduling in collaboration with leadership.
• Ensure compliance with data protection (GDPR), employment law, health and safety and other statutory requirements.

Required Skills

• Fluent in English and Mandarin Chinese (spoken and written).
• Strong leadership and people-management skills.
• Excellent organisational and multitasking abilities.
• Sound analytical and problem-solving skills, with a data-driven approach to decision making.
• Proficiency in budgeting, financial planning and cost control.
• Effective communication and negotiation skills, both written and verbal.
• Willingness and ability to learn and work with the company's in-house systems (training will be provided).
• Familiarity with, and practical experience using, AI tools (e.g. generative AI, automation or productivity tools) is an advantage.
• Ability to manage change and drive process improvement.

Experience

• Typically 3-5 years of experience in an operations, general management or similar role.
• Proven track record of managing teams and improving operational efficiency.
• Experience within a marketing, growth or digital agency environment, or in delivering client services to SMEs, is generally preferred.

Qualifications

• Bachelor's degree in Business Administration, Operations Management or a related field (or equivalent professional experience).
• A recognised project or operations management qualification is an advantage, but not essential.
• Right to work in the United Kingdom.