Director, Operations

Impact XM is a global experiential agency that brings brands to life through unforgettable events, exhibitions, and activations. We are expanding our UK team and are seeking an experienced Director, Operations (Events) to lead operational excellence across our Event Management group.This senior role oversees Life Sciences Congress Management, Meetings & Events, Experiential Event Management, Delegate Management, Venue Sourcing, and Governance & Training. You will guide a team of Operations Leads, each managing their own portfolio of events and delivery teams, ensuring resources are used effectively to maximise productivity, profitability, and client satisfaction.We're looking for a strategic operational leader with extensive experience in healthcare event management, a strong grasp of compliance standards, and a passion for developing high-performing teams.Key Responsibilities Client ManagementStrengthen and support client relationship strategies.Participate in RFP responses, pitches, and client presentations.Maintain proactive client communication, ensuring expectations and SLAs are achieved.Analyse and report on KPIs, addressing any areas of underperformance with solutions. Operational LeadershipProvide strategic direction for the Event Management group.Lead, coach, and develop Operations Leads to ensure consistent, high-quality delivery across all event programmes.Drive operational strategy across the region, aligning processes and tools with global best practices.Ensure all events are delivered on time, on budget, and in full compliance with industry standards.Oversee utilisation reporting, capacity planning, and workload allocation to maximise operational efficiency.Partner with HR and leadership on recruitment and onboarding.Champion the adoption of operational systems and tools to enhance workflow transparency and productivity. Budget & Financial OversightAlign team resourcing and delivery expectations with financial targets.Own responsibility for operational cost control, including freelance spend and staffing.Lead initiatives focused on eliminating inefficiencies and improving profitability.Partner with Finance to ensure proper cost allocation, reconciliation, and timely financial reporting.Support Client Services in forecasting, budget oversight, and margin management.Monitor job logs, exchange rates, and reconciliation processes.Drive cost efficiencies through improved sourcing, vendor partnerships, and smarter operational models. Pharmaceutical ComplianceEnsure all teams adhere to relevant healthcare codes (PhRMA, EFPIA) and anti-bribery regulations.Stay up to date on compliance trends and educate teams accordingly.Oversee management of hospitality, accommodation, and meal guidelines across multiple markets. Tools & SystemsProficiency in Cvent and event management platforms such as Monday.com or similar tools. People ManagementChampion Impact XM's values, culture, and commitment to excellence.Develop, mentor, and coach direct reports, including monthly 1:1s and development plan reviews.Support the growth and development of the broader team.Partner with the Associate Director, Talent Management, on skills assessments, training, and development planning.Lead recruitment efforts, including interviewing and selecting new team members.Provide consistent direction, motivation, and leadership across the department.Manage holidays and lieu days for direct reports and oversee the wider team's scheduling.Collaborate with IXME Executive Leadership to ensure alignment with regional and global standards. General ResponsibilitiesMonitor and review timesheet activity.Prepare monthly client project analysis to assess staffing and recruitment costs against budgets. QualificationsBachelor's degree in event management or related field (preferred).10+ years' experience in the events industry.5+ years' experience in a line management or senior operational leadership role.Strong background in healthcare event operations and compliance (highly desirable).Proven ability to drive efficiency, develop teams, and deliver operational excellence.About Impact XMImpact XM is a global event and experiential marketing agency that empowers brands to power business. From events, exhibits and environments to digital engagements and consumer activations, we create experiences that connect brands and consumers in a meaningful way. This ensures we live up to our name by making a positive impact on people's lives and our clients' business.OUR BRAND – What We BelievePassionis Paramount – We love what we do, take pride in doing it and celebrate what we accomplish.ABCAlways Be CURIOUS – We explore the possibilities, discover innovative solutions, and learn from experience.We>MeCollaboration and transparent communication creates our best work.Trustis Earned – We are defined by our actions and held accountable to our co-workers, clients, and outcomes.Respectis Given – We understand, acknowledge, and appreciate the perspective and actions of others.Safety MessageWe want to ensure your safety and protect you from potential scams. Recently, there have been fraudulent job postings circulating online that impersonate Impact XM. These scams aim to deceive unsuspecting applicants by offering nonexistent positions and requesting personal information or upfront fees.Remember that our company does not endorse any job postings outside our official job channels. All of our open jobs can be found and applied to on our official careers site . If one of our team members is reaching out to you regarding a role it would come from an email alias ending in @impact-xm.com. If you encounter a suspicious offer, report it through the job platform on which you found it or report email as spam.