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About the Role

The Manager, Operations will deliver the day-to-day operation of key Client Operations processes across WPP 650. This role ensures Client Leadership, Comms Planning, Strategy, and Client Specialist teams have the necessary operational processes, tools, information, and guidance to work effectively and consistently. Approximately 80% of the role focuses on Client Operations and 20% on Open Operations. The Account Manager will own defined areas of operational delivery, working with the VP, Client Team Operations and flexing across the wider Operations team as priorities and demand require.

Responsibilities

Maintain operational guidance, training coordination, and practical support for Client teams.
Own the coordination and maintenance of operational training materials covering processes, ways of working, hand-offs, finance, Campaign and Forecast Trackers, and SLAs.
Coordinate operational onboarding and training activity, maintaining relevant materials, schedules, and information.
Capture recurring operational issues and Client Team feedback to coordinate agreed training, guidance, or interventions.
Maintain operational guidance for Client teams on planning technology, including MAP, Campaign Governance, briefing templates, timelines, and operational tools.
Coordinate the implementation of agreed Client Team ways of working and hand-offs.
Help embed agreed Open workflows across Client teams, identifying adoption issues and feeding them into Client Operations and Open Operations.
Implement agreed Client Operations improvements and ensure changes are embedded in processes, tools, and guidance.
Coordinate and track agreed Client Operations improvement activity.
Own and maintain allocated Client Operations trackers, templates, documentation, and operational tools.
Identify recurring issues, duplication, and inefficiencies to inform continuous improvement priorities.
Maintain operational tools and information for monitoring SLA delivery.
Coordinate agreed operational inputs and information for Social Value reporting.
Coordinate or support testing and implementation of agreed technology, automation, and Open workflow changes.
Own the day-to-day operation and coordination of allocated Client Operations governance processes.
Own the day-to-day coordination of the GCA and GCS monthly Campaign and Forecast Trackers.
Own the day-to-day maintenance and monitoring of Client Team SLA information.
Maintain Client Operations risk, issue, and action logs.
Track agreed Client Team financial processes, including reconciliations, PO closure, and Media Queries.
Maintain agreed information, documentation, and action tracking to support Client Team contractual governance.
Coordinate agreed operational readiness activity for key delivery periods.
Coordinate the practical delivery of agreed operational onboarding activity for new clients and third parties.
Maintain agreed Client Team crisis and FOI materials and readiness information.
Own the day-to-day administration of the Lot 7 SharePoint.
Own the day-to-day operational coordination of SRM, including meeting coordination, input collation, agenda preparation, and action tracking.
Maintain appropriate operational documentation and evidence for governance, contractual, and audit requirements.
Own allocated Open BAU activities and maintain sufficient knowledge of core Open Operations for resilience and cover.
Own allocated recurring Open operational processes.
Deliver allocated Open activities to agreed standards and timelines.
Resolve agreed day-to-day Open queries within the role’s remit.
Support testing and implementation of agreed Open functionality, workflow changes, and improvements.
Maintain sufficient knowledge of core Open processes, current priorities, and escalation routes to provide effective holiday and absence cover.

Requirements

Must have the right to work in the UK.

Skills

AI-driven media
Media
Data
Partnerships
Creative personalization
WPP Open
Open Intelligence
Client Operations
Open Operations
MAP
Campaign Governance
SLA tracking
Lot 7 SharePoint administration
SRM coordination
User administration
Workspace administration
User support
Adoption reporting
Training administration
Testing activity

Location

London, UK

Work Type

Hybrid

Experience Level

Manager

Benefits

Competitive medical insurance
Group retirement plans
Vision insurance
Dental insurance
Significant paid time off
Preferential partner discounts
Employee mental health awareness days

About the Company

WPP is the trusted growth partner for the world’s leading brands, helping clients navigate change, capture opportunity, and deliver transformational growth using exceptional talent, trusted data and intelligence, and world-class partnerships via the WPP Open platform.
WPP Media is WPP's AI-driven media operating unit, integrating media, data, and partnerships to deliver creative personalization at scale through WPP Open and Open Intelligence.
WPP Media is committed to shaping the next era of media by investing in employees to inspire transformational creativity, championing growth and development, and fostering an open environment built on trust and respect.
The company offers opportunities to leverage global WPP Media & WPP networks for professional growth and learning.
An inclusive culture is fostered through employee resource groups and frequent in-office events.

Equal Opportunity

WPP Media is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics.
The company believes the best work happens when people are together, fostering creativity, collaboration, and connection in an open and supportive environment.