Operation and Client Experience Lead

Operations and Client Experience Lead

Our client is a specialist communications agency that delivers innovative and engaging projects across virtual, hybrid, and in-person formats. Their mission is simple: to give everyone a voice. They are growing rapidly and now seek an Operations and Client Experience Lead to ensure the seamless, compliant delivery of international events and programs.

The Purpose of the Role

This role is central to ensuring that projects are delivered smoothly, compliantly, and to the highest standard. You’ll take ownership of end-to-end delivery for client programs, ensuring timelines, budgets, and quality standards are consistently met—while building client trust, momentum, and opportunities for future collaboration.

What Success Looks Like

• Projects delivered on time, on budget, and to a high standard
• Clients feel supported through proactive communication and confident leadership
• Post-project follow-up naturally leads to re-engagement and long-term relationships

Key Responsibilities

Project Leadership

• Lead the full lifecycle of virtual and in-person events, managing scope, timelines, budgets, and risks
• Facilitate client calls, internal team meetings, and leadership updates
• Translate project objectives into actionable plans and maintain clear decision records

Client Communication and Experience

• Serve as the operational lead for clients—setting expectations, offering recommendations, and managing updates
• Deliver concise communications outlining milestones, risks, and required decisions
• Build credible, professional client relationships and define “what good looks like” for each engagement

Contracting and Compliance

• Lead contracting workflows and maintain audit-ready documentation
• Manage client-specific systems, training, and approvals throughout each project
• Liaise closely with legal and compliance teams regarding agendas, materials, and payments

KOL and Stakeholder Management

• Coordinate invitations, scheduling, and onboarding for key participants
• Manage documentation and compliance requirements, adapting to country-specific needs

Event Operations (Live and Virtual)

• Source venues, negotiate supplier terms, and prepare detailed run-of-show plans
• Support virtual and live event delivery, ensuring seamless execution
• Prepare event materials and verify all compliance documentation

Financial and Administrative Control

• Track budgets and project costs against statements of work (SOWs)
• Identify and manage scope changes early

Continuous Improvement

• Contribute to process optimisation, automation, and tool enhancement
• Capture lessons learned and collaborate on best-practice updates

Skills and Experience

• 3–4+ years’ experience in project, operations, or event delivery, ideally within a regulated or professional services environment
• Experience managing contracts, approvals, and compliance documentation
• Strong organisational and communication skills, with attention to detail
• Proficiency in Microsoft 365 (Excel, PowerPoint) and database/project management tools
• Comfortable liaising with senior professionals, clients, and global teams across multiple time zones

Personal Attributes

• A collaborative team player who builds positive cross-functional relationships
• Proactive, solutions-oriented, and able to work independently
• Calm and professional under pressure, with a strong sense of accountability
• Detail-focused, with high standards for quality and compliance

Benefits:

• Hybrid working (2 days office based)
• 10% Bonus 
• Flexible working

Interested? Please Click Apply Now! Operations and Client Experience Lead