Global Client & Operations Lead

Job Description:

As the Global Client & Operations Lead, you will serve as the architect of the global partnership between our agency group and Heineken—our largest network client. This is a high-profile, executive-level role designed for a visionary leader who can seamlessly bridge enterprise-grade operations with transformative growth strategies. You will orchestrate our global capabilities across media, data, technology, and business transformation, ensuring our operating model evolves ahead of the market to drive measurable business outcomes for Heineken worldwide.

Key Responsibilities

1. Strategic Account Management & Client Partnership

• Elevate Senior Relationships: Cultivate trusted, peer-level partnerships with Heineken’s global C-suite and senior procurement leaders, acting as a strategic advisor who deeply understands their brand portfolio and commercial ambitions.

• Architect the Growth Roadmap: Design and execute the annual global business plan, translating Heineken’s long-term business goals into a concrete roadmap for shared growth and network innovation.

• Commercial & Contractual Governance: Serve as the ultimate custodian of the global client P&L, expertly navigating complex global contracts, driving commercial health, and achieving agreed-upon financial targets.

• Expand Network Footprint: Proactively identify organic growth opportunities, cross-selling and up-selling the agency group’s diversified capabilities to expand our strategic footprint within the Heineken ecosystem.

2. Operational Excellence & Business Transformation

• Support the Global Hub Model: Champion and optimise the newly established global hub ecosystem, establishing rigorous operational benchmarks to guarantee flawless, centralised delivery and execution.

• Modernise the Operating Model: Drive continuous business and marketing transformation by evolving our cross-border infrastructure, ensuring agility, speed-to-market, and maximum resource efficiency.

• Integrated Solutions Orchestration: Break down internal silos to synthesise capabilities across Media, and other dentsu practices, delivering unified, borderless solutions for the client.

• Data & Technology Pioneering: Embed data-driven insights and emerging technology at the core of all client solutions, pioneering next-generation approaches to media optimisation for a highly sophisticated advertiser.

3. Leadership, Culture & Influence

• Govern a Borderless Matrix: Direct a high-performing core global team while effectively influencing, inspiring, and aligning local market leaders, regional hubs, and client leads across priority markets.

• Foster a High-Performance Culture: Build a culturally connected, "best-in-class" global community dedicated to creative clarity and operational precision, consistently driving top-tier Client Relationship (TRR) scores.

• SME Integration: Act as the strategic conduit between specialised subject-matter experts and the core client team, ensuring deep technical capabilities are seamlessly integrated into the broader account strategy.

Key Selection Disciplines & Experience

Enterprise Account Management: A proven track record of steering multi-million-pound global accounts within a major media or marketing services network, with specific experience managing complex, procurement-led client relationships. Transformation-Led Operations: Deep expertise in designing and optimising complex operating models, specifically centralising capabilities via global or regional hubs to drive delivery excellence. Matrixed Leadership: Exceptional emotional intelligence and political acumen, with a demonstrated ability to influence senior stakeholders and lead cross-functional teams across a highly matrixed, global footprint.

Experience & Qualifications

• Bachelor’s degree in Marketing, Advertising, Communications, Business, or related field.

• 15+ years’ experience in media, marketing, or communications roles, either client-side or agency-side.

• Strong experience within FMCG, consumer goods, lifestyle, or global brand-led organisations preferred.

• Experience operating within international or matrixed organisations.

Skills & Expertise

Media & Digital Expertise

• Strong understanding of media planning across global, regional, and/or local markets.

• Deep knowledge of digital media ecosystems and leading global platforms including Meta and Google.

• Experience using data, analytics, and measurement frameworks to drive media effectiveness and optimisation.

• Understanding of media governance, agency management, and operational best practices.

Stakeholder & Leadership Capability

• Strong stakeholder management and influencing skills across multiple levels and functions.

• Ability to navigate complexity and drive alignment across diverse global markets.

• Excellent communication and presentation skills.

• Strong project leadership and execution capabilities.

Personal Attributes

• Strategic thinker with a proactive, self-starting mindset.

• Agile, adaptable, and comfortable operating in fast-changing environments.

• Collaborative and relationship-oriented, with the ability to influence without authority.

• Passionate about media innovation, capability building, and continuous improvement.

About Heineken

Heineken N.V. is a preeminent global leader in the consumer-packaged goods (CPG) and beverage sectors. As the world’s most international brewer and the second largest by volume, the company operates as a highly sophisticated, data-driven global marketer with a commercial footprint spanning over 190 countries. Heineken manages a complex matrix of more than 300 premium, regional, local, and specialty brands. This portfolio is strategically segmented to capture diverse consumer occasions and premium price points:

• The Global Flagship: Heineken® (including its high-growth, zero-alcohol counterpart, Heineken® 0.0), which serves as the primary driver of the company’s premiumization strategy worldwide.

• International Premium Brands: High-equity labels such as Amstel, Desperados, Sol, Tiger, Tecate, and Birra Moretti.

• Cider & Specialty Leadership: Leading global positions in cider (e.g., Strongbow) and a growing portfolio of craft and non-alcoholic beverages.

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