Sr. Manager, Account Operations

ABOUT US

ICP is a worldwide leader in Content Operations, offering Solutions that deliver exceptional business outcomes for global brands such as Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. We help global companies get control of their content operations. We guide everything from content management and logistics to creative operations and production to digital commerce enablement so they can achieve a frictionless flow of content through all their systems and channels. Content confidently™.

ABOUT THE ROLE

We are seeking a Sr. Manager, Account Operations to lead our Managed Content Services engagements and programs, driving excellence in client service delivery, process optimization, and project management. This role requires expertise in marketing technology and content logistics including but not limited to digital asset management (DAM), product information management (PIM) & GDSN, as well as ensuring seamless operations across multiple teams on a client account. The ideal candidate will be a strategic thinker with a proven ability to optimize processes, lead cross-functional teams, and enhance service delivery, all while aligning operations with client and ICP business objectives.

The Sr. Manager, Account Operations plays a pivotal role in providing the necessary operational structure and guidance that allows our practitioners to focus on tactical day-to-day task execution required to deliver with excellence.

This position is responsible for the delivery and maintenance of client-facing account work, including satisfying contractual agreements per terms of SOWs, meeting SLAs, quality assurance, and ensuring process improvement. By focusing on establishing and maintaining processes, best practices, aligned with overarching MCS operational guidance, and establishing reporting and metrics, across all client projects, the Sr. Manager, Account Operations ensures high-quality right first time, service delivery and achievement of key milestones and metrics and continuous improvement.

The Sr Manager, Account Operations is accountable for partnering with the Manager, Account Operations and our dynamic, client-facing teams who are engaged in various operational and content-related activities. This role supports a portfolio of global companies where leadership, customer service, process adherence are crucial. The primary focus will be on leading a cross-functional account teams in the achievement of project objectives and business-related outcomes to ensure seamless day-to-day BAU (business as usual) operations, ongoing management of resources and risks and issues, as well as maintenance of standard operating and reporting documents.

The role requires effective strategic operations management, project management leadership, strategic thinking, tactical execution oversight, and excellent communication skills.

A proficient and inclusive leader, the Sr. Manager, Account Operations fosters achievement of objectives while balancing and maintaining a people-centric focus. Leading by example, they exhibit exceptional client-facing skills and service across various scenarios, ranging from day-to-day project operations to handling complex issues and proactively mitigating risks and challenges as they arise.

By infusing ICP core values of Curiosity, Collaboration, Adaptability, Focus, Creativity, Trust, and Inclusivity into their leadership approach, they will not only achieve success in this role but also contribute to the positive culture and growth of the organization.

This role reports to the Regional Lead, MCS.

This is a hybrid role based in London.

Must be able and willing to collaborate across time zones to accommodate our global clientele and delivery teams.

HOW YOU WILL MAKE AN IMPACT

• Lead and oversee day-to-day operations for Managed Content Services engagements.
• Develop and implement process optimization strategies to improve efficiency and client satisfaction.
• Identify opportunities for process optimization to streamline workflows, enhance efficiency, and effectiveness.
• Oversee daily account operations for all assigned workstreams.
• Develop, enhance, document, and manage operations processes, SOPs, toolkits, and best practices.
• Support in development and implementation of quality assurance processes.
• Manage resourcing; raise resourcing concerns or constraints to key ICP account team leadership including Client Partner, to ensure the appropriate operating model and resources are in place to deliver with excellence.
• Accountable for collection and analysis of pertinent data to ensure SLAs + KPIs are being met and measured consistent with client expectations.
• Accountable for reporting on account status both within client environment and ICP delivery practice.
• Make strategic recommendations to Client Partner team regarding areas of opportunity for account growth based on data and observation.
• Create and enforce content governance & quality/compliance checks to include QC of systems process, workflow alignment, and the wider and appropriate use of the tool for the client business.
• Accountable for business processes, content and platform insight, analytics, satisfaction & improvement programs reporting on system usage and process engagement and making appropriate recommendations for continuous improvement.
• Ideate & implement programs and processes to help clients get more value from their technology platforms including (but not limited to) – optimizing user set-up and configuration, assisting with personalization, providing best practice and power-user support.
• Manage client relationships, ensuring consistent delivery of high-quality services aligned with client and business needs.
• Collaborate with internal teams on project management and resource allocation to meet deadlines, budgets, and goals.
• Proactively raise risks to leadership and provide viable solutions.
• Drive marketing technology solutions, including digital asset management and automation platforms.
• Optimize workflows to enhance digital asset management (DAM) and management systems (CMS).
• Ensure cross-functional coordination to deliver client projects on time and within scope.
• Identify and drive process improvements through data analysis and stakeholder feedback.
• Act as a subject matter expert in marketing technologies and industry best practices.
• Facilitate open communication amongst cross-functional stakeholders including setting and maintaining expectations.

WHAT YOU WILL BRING:

Requires a BA/BS and a minimum of 10+ years' experience in Operation or Project Management, marketing operations and technology, digital commerce and/or creative technologies or related field, including a minimum of 5-7 years’ experience in a client-facing agency or consulting role and 3-5 years’ people leadership experience, or any combination of education and experience, which would provide an equivalent background.

• Technical Expertise: Proficiency in DAM systems, some exposure to PIM systems, and a strong understanding of asset management processes.
• Strategic & Proactive Thinking: Ability to think beyond client requests to drive value for ICP, assess new workstreams for revenue opportunities or BAU coverage, and use data to measure success and identify future opportunities.
• Project Management Skills: Strong communication, organization, and problem-solving skills to manage timelines, cross-functional teams, and client expectations.
• Client Management: Experience managing global senior clients, adapting communication styles, embodying ICP values, and effectively managing client interactions to enhance account performance.
• Collaborative Mindset: Commitment to collaboration, understanding the importance of partnering with the Client Partner, and working towards shared goals.
• Team Management: Experience managing global teams, understanding cultural differences, and effectively leading team members at various levels.
• Adaptability: Ability to adapt to evolving client needs, industry trends, and internal processes.
• Attention to Detail: Acute attention to detail and ability to maintain high standards of quality.
• Creative Problem-Solving: Creative mindset with a deeply curious nature and ability to articulate complex technical situations.
• Emotional Intelligence: High emotional intelligence and ability to lead discussions with clients, colleagues, and leadership.
• Time Management: Excellent time management skills and ability to remain flexible in a fast-paced environment.