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Operations Team Lead

Closing date
15 Sep 2021

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Marketing & PR
Contract Type
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Operations Lead, Marketing


FIRST is a leading global brand experience agency providing Content, Creative, Digital Technology, Management & Delivery, and Data & Insights services. Operating as a full-service agency partner or through embedding specialist talent into client teams, FIRST brings brands and people together through creative, connected experiences. Spanning 11 countries and with more than 400 team members, FIRST works with clients across industries including financial services, technology, media, consumer electronics, medical and healthcare, automotive, aerospace and the non-profit sector. Event Marketer Magazine listed FIRST among their "Top 100 Event Agencies" for 2020, as well as one of 2020's "Best Places to Work in Events." Crain's New York Business also recognized FIRST as one of the Top 100 "Best Places to work in NYC" for 2020, and The London Stock Exchange Group listed FIRST as one of "1000 Companies to Inspire Britain" in 2020.

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The Operations Lead, Marketing is a hybrid role to start with a combination of operations and client services working with the wider account team of the EMEA Marketing account. The ideal candidate will lead on continued discovery for multiple teams, helping to define account support and operating processes as line manager, motivate colleagues in a way that enhances working relationships, develops a team-based approach to situations and encapsulates the FIRST brand, working as a dedicated team member for a well-known Fortune 500 technology company. The Operations Lead, Marketing will report to the EMEA Operations Lead.

  • Manage and drive the direction of the EMEA Marketing account in operations development, service standards, productivity, security compliance, training and retention
  • Serve as a primary point of contact for key stakeholders
  • Build and maintain effective working relationships with client stakeholders through weekly meetings
  • Manage pipeline and continuously evaluate staffing levels
  • Act as a line manager for multiple members of the team and help mentor and develop their skills
  • Monitor current team to identify gaps and/or opportunities, driving efficiencies, and implementing best practices
  • Manage client expectations and service issues as well as help identifying and optimizing potential gaps in organisational processes or procedures
  • Resolve operational issues, and provide team updates
  • Document operational risks and find creative solutions
  • Monitor day-to-day challenges to improve efficiencies and processes, identify quick wins and longer-term solutions, as well as implement trainings
  • Provide input for programmatic improvements and enhancements and build relationships with other support teams to ensure appropriate communication across all support functions, even those outside of their purview
  • Maintain and assure updated policies and procedures are complete and available to the staff
  • Infuse FIRST brand by creating a positive mind-set within the team and lead the integration of wider agency skills and resources into relevant projects and events
  • Ensure the team is providing value for money to clients and seeking value adds where possible
  • Field questions and offer advice to team members from a developmental and mentorship perspective
  • Serve as a key collaborator in the Learning & Development programs specific to EMEA Marketing
  • Partner with the People & Culture team on all company initiatives and employee relations matters
  • Focus on retention of talent through maintaining team welfare, gathering feedback, and enhancing a positive working atmosphere

  • Extensive experience in marketing, brand strategy and managing marketing ops teams
  • Must have (or ideally needs) minimum of 5 years experience managing marketing communication and content marketing roles; ideally form a marketing services agency background
  • Experience managing or supervising a team
  • Strong people management skills with the ability to lead by example
  • Bachelor's Degree required
  • Excellent project and task management skills
  • Experience managing direct reports and processes in a fast-paced, ever-changing environment
  • Experience implementing and maintaining SOPs
  • Proficient with Microsoft Office including Outlook and Excel and G Suite
  • Team player with demonstrated skills collaborating with employees and clients; diplomatic approach to situations
  • Highly organized with the ability to handle multiple tasks to meet strict deadlines with a positive, inspiring attitude
  • Excellent written and oral communication skills at all levels
  • Excellent time management and multitasking skills
  • Ambitious, proactive and resourceful; solutions-oriented
  • Self-directed with ability to work independently
  • Experience working in a global organization

  • Assume responsibility for own environment, ensuring adherence to health and safety policies while having clean smart surroundings
  • Work intelligently and ensure management is aware of problems or issues which negatively affect productivity
  • Build excellent relationships with the team through positive communications
  • Proactively contribute to achieving the company's goals and objectives
  • Ensure knowledge is shared within the team to enable them to work smarter and more efficiently
  • Work on ad hoc requests from clients as required
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