Operation and Client Experience Lead

Description

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 standardClients feel supported through proactive communication and confident leadershipPost-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 risksFacilitate client calls, internal team meetings, and leadership updatesTranslate 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 updatesDeliver concise communications outlining milestones, risks, and required decisionsBuild credible, professional client relationships and define "what good looks like" for each engagement Contracting and Compliance

Lead contracting workflows and maintain audit-ready documentationManage client-specific systems, training, and approvals throughout each projectLiaise closely with legal and compliance teams regarding agendas, materials, and payments KOL and Stakeholder Management

Coordinate invitations, scheduling, and onboarding for key participantsManage 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 plansSupport virtual and live event delivery, ensuring seamless executionPrepare 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 enhancementCapture 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 environmentExperience managing contracts, approvals, and compliance documentationStrong organisational and communication skills, with attention to detailProficiency in Microsoft 365 (Excel, PowerPoint) and database/project management toolsComfortable liaising with senior professionals, clients, and global teams across multiple time zones Personal Attributes A collaborative team player who builds positive cross-functional relationshipsProactive, solutions-oriented, and able to work independentlyCalm and professional under pressure, with a strong sense of accountabilityDetail-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

Ad ID: 5417398684