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Company description

Arc is the lead shopper and retail agency within Publicis Groupe. In an era of unprecedented disruption, where the customers you seek actively resist brands like never before, everything we do is in service of making your brand irresistible. We call it Irresistible Commerce. And it starts by employing insights and data to uncover what’s standing in the way of growth. Then we deploy irresistible creative solutions to build connected shopping experiences that are personal, valuable and delightful for your customers. The results simultaneously drive brand sales and love. Helping us become WARC’s #1 Specialty Retail Agency with groundbreaking work recognized by Adweek, ANA Reggie Awards and Effies.

Overview

As a Director, Client Operations you will be accountable for setting the operating procedures for the business in accordance to the clients MSA, and Arc’s Ways of Working. This person also helps to define the clients Scope of Work in partnership with the Business Lead and Finance, ensuring it is clearly defined, delivered and measured across the right resources, right projects, right tools and agile processes Arc has to offer.

Responsibilities

+ Responsible for partnering with Arc’s top clients on defining and optimizing the operating procedures for all facets of Client Operations

+ Contributing contact to Client (SOW holder) & procurement with SVP, Business Lead

+ Weekly Leadership Call

+ Identify gaps/and solutions for alignment

+ Ability to translate client concerns effectively to inspire optimization/change

+ Rate Card Management/Adjustments/Reporting with Procurement in partnership with Arc Client Finance

Includes Business Structure and Staff Plan Management in partnership with Resource Management

+ Partnering with Finance on Business Set Up/Structure that enables reporting (job structure, etc.)

+ Partnering with Project Management, Client Finance and Business Leadership/ALT on Staff Plan Design and Implementation

+ Partnering with Resource Management on Staff Plan Capacity Management

+ Partnering with Talent on Career Conversations, Recruiting, Performance Issues

+ Partnering with Operations/Talent Manager/Associate on Onboarding/Set Up/Off Boarding

Includes Clear Definition of SOWs and Measurement in partnership with Project Management

+ Contracts - projects, tracks, deliverables, timings, resources

+ Stewardship/Reporting (Hours, Utilization)

Includes Streamlined Process/Ways of Working & Systems

+ Implementing Arc OS/WOW/Arc Tracks™ System across teams; modifying for client as needed

+ Collaboratively working across departments to identify WOW/efficiencies

+ Collaborating with Publicis on planning workflow design and implementation

+ Training of Organization; Guardian to the Process

Includes the development of Onboarding procedures and content (in partnership with SMEs) for both client and internal teams.

+ Partners with SME’s on Systems deployments and is the systems advocate that enables workflow efficiencies. Consults in the development and implementation of Workflow Systems

+ Project Management Tools: Launching rOar V2 PPM; ongoing management of tool/reporting needs

+ Creative Tools: Miro, GenCanvas/AI, etc.

+ Content Storage Tools: Agency DAM (AEM), LionBox, etc.

Qualifications

Individual should have 10-12 years experience working in Client Services/Account Management and Project Management/Operations. Unicorns welcome.

This candidate is a motivating leader who is proactive and unafraid to experiment, learn from failures, and progress. This person doesn’t wait for problems to show up; they are solving them before they surface. They are always willing to get hands dirty, and work on anything (even the “admin” type projects). They excel at knowing how to bring to bear resources and delegate to achieve the greatest outcomes.

+ Test ideas

+ Issue Surveys/Capture Feedback across teams

+ Build cross-functional task forces to encourage cross-learning/developing of solutions

+ Highly adaptable to change, and able to set ego aside to listen and learn

+ Doesn’t frustrate easily (internally faced with a lot of “silly requests”)

Partners with Cross-Functional depts, and partners to define RACIs for all processes specific to the client’s needs.

+ This person will have a hand in various topics in some way/capacity - MSA/Scope of Work and processes along with Business/Finance Topics

+ SOWs/Proposals

+ Staff Plans

+ Agency Estimates

+ POs

+ Business Structure/Product Codes/Job Numbers

+ Burn/Utilization/Stewardship Reporting

+ Manages Non-Billable Write-Offs (mistakes)

+ Reviews all OOS/Inc SOWs/Project Staff Plans

+ Procurement (MSA/Rate Cards)

+ Travel Policy

+ Vendor Lists/Set Up

+ HR/RM/IT

+ Managing Direct Reports/Departments

+ Freelance Requests/Reqs (via RM)

+ Build/Manage Staff Plan

+ Arc U Onboarding/Training

+ Establish “Client” U Onboarding/Training

+ Partnering with Re-Sources IT on equipment needs

+ Operating Lead for Process/RACI/WOW/Onboarding/Reporting

+ Business Leadership

+ Creative

+ Strategy

+ Finance

+ Project Management

+ Studio

+ Production

+ Systems

+ DAM (AEM)

+ Miro (Creative Virtual Walls)

+ PM System (rOar V2 Workfront/Smartsheet)

+ LionBox

+ Etc.

Additional information

The Power of One starts with our people! To do powerful things, we offer powerful resources. Our best-in-class wellness and benefits offerings include:

+ Paid Family Care for parents and caregivers for 12 weeks or more

+ Monetary assistance and support for Adoption, Surrogacy and Fertility

+ Monetary assistance and support for pet adoption

+ Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance

+ Tuition Assistance

+ Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more

+ Matching Gifts programs

+ Flexible working arrangements

+ ‘Work Your World’ Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)

+ Business Resource Groups that support multiple affinities and alliances

The benefits offerings listed are available to eligible U.S. Based employees, are reviewed on an annual basis, and are governed by the terms of the applicable plan documents.

Arc is an Equal Opportunity Employer. Our employment decisions are made without regard to actual or perceived race, color, ethnicity, religion, creed, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, national origin, ancestry, citizenship status, age, disability, medical condition as defined by applicable state law, genetic information, marital status, military service and veteran status, or any other characteristic protected by applicable federal, state or local laws and ordinances.

If you require accommodation or assistance with the application or onboarding process specifically, please contact [email protected]. All your information will be kept confidential according to EEO guidelines.

Compensation Range: $119,510 - $171,675 annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 12/10/2025.

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