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Client Ops Lead

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Hogarth

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Location:
China, Shanghai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Client Ops Lead plays an active role in leading and running the agency operations to support his/her team in the execution of world-class marketing communications. As the Client’s central point-of-contact, the Client Ops Lead holds overall responsibility for the relationship with the Client and key stakeholders while ensuring Hogarth teams are engaged and motivated to perform.

Job Responsibility:

  • Possess a strong understanding of and consistently deliver against all contractual obligations, commercial arrangements, KPIs and SLAs with the Client
  • Build strong, trusting relationships with key stakeholders, manage perceptions and expectations
  • Conflict resolution
  • Operational planning and reviews
  • Possess a solid understanding of production processes and the environment and infrastructure in which production professionals succeed
  • Immerse into client’s business and proactively look for opportunities to enhance service levels
  • Able to interpret insights into a persuasive point of view using agency data relating to planning and tracking deliverables, budgets and resourcing
  • Ensure teams are engaged and motivated to perform
  • Recruiting and staffing
  • Plan and coordinate training/onboarding for incoming and existing teams
  • Conduct and manage performance appraisal
  • Team and one-on-one management/mentoring
  • Ongoing engagement with key bench staff
  • Point of escalation for Hogarth internal teams
  • Quarterly budget planning, re-forecast, reconciliation and analysis
  • Monitor budget utilization across teams and flag issues to Client
  • Monitor P&L to ensure a healthy and sustainable account
  • Manage resourcing across teams by monitoring utilization and productivity
  • Ensure full compliance with all financial procedures and policies
  • Manage and maintain a continual focus on cost and revenue
  • Contribute to budgeting and forecasting process
  • Meet/exceed financial and KPI targets
  • Security and contract compliance
  • Logistics
  • Office and systems setup

Requirements:

  • Extensive client servicing experience, managing accounts/teams for a multinational creative agency
  • Good understanding of Greater China business culture and ways of working
  • and being able to integrate that with a worldwide MNC culture
  • Able to work with global counterparts in the business (eg. Operations Director, Managing Director, SMEs)
  • Strategic thinker who can proactively and consistently provide various scenarios to achieve our ambitions and needs
  • Flexible leader who can operate at various levels of leadership
  • Excellent clients management skills, including direct clients and partner agencies
  • Highly organized, meticulous, client-focused and proactive
  • A collaborative, empathetic and visionary leader
  • Able to lead a team of 30+ people (FTE/FTC) and up to additional freelancers at any given time.
  • People person, able to build rapport with clients, colleagues and partner agencies.
  • Strong commercial acumen and numeracy skills
  • Demonstrable agency management and high-level problem-solving skills
  • An excellent networker with exceptional people management skills
  • Language skills: Bilingual in Mandarin & English speaking and writing skills are essential
  • Tenacious, have a go-getter attitude as one of the key KPIs is a business development
  • Resilience and ability to work under pressure
  • The ideal candidate is self-motivated, flexible and process-driven but able to deal with rapid change in a fast-paced, deadline-driven environment

Additional Information:

Job Posted:
December 09, 2025

Work Type:
On-site work
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