Operations Lead

Operations Lead

The critical purpose of the Operations Lead role is to set the vision and define operational performance for all Creative and Content output and supporting third party agencies. Responsible for defining, developing and executing a comprehensive operational model that intertwines our agency portfolio and aligns with the Partnership’s goals. Oversees Operational performance both within the Partnership and across our agency portfolio. Using insight and clear KPIs, accountable for the clear measurement of performance (internal efficiency, speed, on brand alignment, creative excellence and customer performance) across all output. Strives to be at the leading edge of Content and Creative technology in e2e workflow, production automation and AI initiation. Lead resource and P&L for Content and Creative team, guaranteeing delivery of work on time and on budget. Prioritise creating and leading a model that generates high-value content that engages our audience and establishes Waitrose as an authority in the field. Leads POS Operations team, bringing best in class POS workflow and technology expertise. Utilising internal and external talent to improve our end to end POS workflow, creating a tech first solution that simplifies our present processes. Leverage analytics tools and e2e workflow software to measure the effectiveness of internal and agency content models. Utilise data effectively to make informed decisions that will shape the future success of the model. Aim for generating less content, that is more effective and can be used across multiple channels easily. Foster a collaborative environment where ideas can flow freely, and everyone is aligned towards a common goal. Effective communication and teamwork are essential components in executing a successful operational model.

Key responsibilities:

• Operational efficiency: Look to maximise resource to produce a high volume of on-brand content in the quickest, most effective way possible. Strive to be market leading in utilising AI and Automation technology to create a technology first model in production fulfilment. Measure, and constantly refine model utilising performance metrics. Improve end to end processes, documenting and supporting improvement of present standards. Perfect briefing process across all entry points, utilising smaller technology platforms and industry best practice to create best in class briefs. Encourage re-use of content across wide agency estate and multiple Partnership teams. Measure effectiveness of content and report against it. Regular reporting of performance metrics that can be shared with wider business. Strive for tech first dashboard for immediate review. Must include but not be exclusive to: Staff utilisation, job versions, volume of assets, delivery time, cost of job, measurement against SLA and KPI, asset re-use. Management and control of all resource requirements, including hires, movements, salary, freelancers.
• Market leading model: Working with other LT, CLT and wider business leaders help create best in class hybrid solution connecting all agency partners. Considering internal and external solutions to design and define a best in class model that can pivot to utilise the right solution for the task in hand. Create seamless integration between all internal and external teams, centralising the oversight and measurement into one technology platform. Be aware and engaged on market leading trends and models that provide foundation for learning on future model state. Define and create e2e Project Management team, that provides hands on control of all requirements. Define and establish KPIs and SLAs that allow for expectation management, and effective performance tracking of all work. Create seamless interaction to planning team, creating digital first interface to track and measure project lifecycle.
• Financial: Oversee the financial management of resource and P&L, working with agencies and Finance to create effective reporting and control. Oversee the management of P&L's that reduce cost base and improve media revenue to improve profitability. Look to adopt technology solutions to reduce cost base and increase production efficiency.
• Collaboration and Stakeholder Management: Collaborate with cross-functional teams (Customer, Commercial, Experience) to align model and performance with goal for content velocity. Communicate operational performance and future ambition to senior leadership and wider Partnership stakeholders. Manage the relationship, performance and review of strategic partners, agencies and suppliers.

The successful candidate will have the following skills:

• People Management: Leadership and People Manager – highly effective in leadership and strategy including the management, motivation and development of individuals and teams setting clear KPIs and personal development plans.
• Numeracy: Numerical literacy – can read, understand, interpret and use financial and performance information and data to make informed commercial and performance decisions.
• Production workflow: In depth understanding and experience of end to end production and process management of content both on and offline.
• Future Focused: Future focus – demonstrates customer-driven innovation in the creation of content and owns the strategic direction for technology first mindset in future output.
• Commerciality: Commercial and problem solving acumen – has a blend of commercial and problem solving skills and applies these effectively to deliver innovative solutions that deliver commercial value and drive efficient delivery.

Essential skills and/or experience you'll need:

• Degree or equivalent qualification essential
• PC or Mac literate
• 10+ years experience online and offline content production and management
• Experience within client and agency models
• Experience across multiple tech platforms
• Proven People Management experience
• High levels of numeracy and literacy
• Google suite and equivalent software proficiency
• Combined creative operations and commercial skills and ability
• Significant general marketing experience, including multichannel, ideally within a retailer or other service industry
• Experience in developing and delivery a broad range of omni channel media assets
• Experience of creating, running and improving hybrid production solutions
• Proven track record of data led production improvement against established KPIs and SLAs

Desirable skills and/or experience you may have:

• Degree or further qualifications in publishing, marketing or business
• Knowledge and understanding of creative and production processes
• Knowledge and understanding of media sales
• Experience of commercial negotiations and handling multiple, high value agencies