Director of Operations

ROLE OVERVIEW

Croud is a global, full service digital marketing agency with a unique business model that helps businesses drive sustainable growth in the new world of marketing. Croud was recently named a Sunday Times Best Place to Work for the second year in a row, and was named Performance Marketing Employer of the Year by PMW.

At Croud, we unlock potential by elevating our people, clients, and communities within a rapidly advancing and complex economy. We operate as a unique scaled network of Intelligent, Creative Specialists, enabling us to deliver superior brand outcomes and unlock potential for our people, our clients and our communities.

Our culture is strategically driven and inspired by a shared long-term vision. It is collaborative and connected, with a focus on continuous learning and mutual support.

We are energised by future thinking, driving innovation to achieve better outcomes. We are instinctively generous, actively including and empowering our people. Above all, we are purpose-driven, committed to positively impacting our people, the planet, and our global communities.

The Director of Operations will drive operational excellence across the agency, ensuring a seamless balance between people, processes, and commercial performance. This role is responsible for developing and implementing strategies that optimise time operations, resource management, and overall efficiency, while enabling sustainable growth.

As a key senior leader, you will work closely with senior stakeholders - including global Executive Leaders, global Operational roles, Project Management, Channel Directors, and Finance - to embed data-driven decision-making, enhance operational effectiveness, and align agency-wide operations with strategic objectives.

RESPONSIBILITIES

Key responsibilities include, but are not limited to:

Time Operations Leadership

• Evolving our time management system and approach to deliver accurate data on time operations and achieve a healthy balance between billable and non-billable time to meet commercial targets.

• Leading agency wide change management approach via communication, education and training of leaders and their teams on Operational Excellence and our systems to drive adoption and mindset shift.

• Collaborating with the Project Management team and other relevant leaders and operational roles to set up and maintain efficient time management systems and processes across channels and accounts.

• Creating and leading a systemised approach to agency wide reporting of time operations to deliver high standards of data accuracy and regular commercial performance checks.

• Working with the Business Insights team to provide regular time analysis and reporting, making adjustments to optimise commercial outcomes.

Resource Management Strategy & Oversight

• Leading the resource management strategy, aligning systems, processes, and teams to meet short and long term resourcing needs.

• Possibly oversee implementation of new resource management software (i.e. Productive), partnering with global leaders to embed new ways of working.

• Working with Channel Leaders and Project Management to design and implement standard operating procedures for channel teams and client teams to drive consistency in delivery.

• Collaborating with department leaders on the optimal resource allocation for new clients including operating models per account.

• Working with Sales, Project Management and Department Leaders to successfully onboard new clients to the agency.

• Partnering with the Croud Network team on the Croudie roadmap to scale utilisation of Croudies and drive innovation in capabilities.

• Collaborating with the Finance team and Directors to forecast hiring, progression and promotion aligned with agency growth and resourcing needs.

• Managing the systems and teams that support strategic, commercial, and people-led resource allocations across the agency.

• Engaging with Heads of and Business Directors to gain insights into team happiness, satisfaction, performance, and wellbeing, taking necessary actions to address concerns from a resourcing and operational perspective.

• Overseeing allocation decisions related to new business and client growth, ensuring alignment with resource strategy and career highlights.

Growth Enablement

• Supporting Channel Strategy Directors and Account Directors in achieving commercial performance and growth targets for clients through effective resource management and time operations.

• Collaborating with the New Business team to ensure resource management supports successful pitches and proposals.

Operational Reporting & Analytics

• Delivering insightful, actionable monthly reporting on operations that supports financial analysis and decision-making to business, channel and client leaders.

• Ensuring that reporting contributes to the continuous improvement of the agency's operational performance.

Ops Roadmap & Strategic Leadership

• Leading the Operational Excellence roadmap drive operational improvement, automations and integrations to maximise efficiency, in collaboration with the Tech team.

• Leading Operational roles in Resource Management and Project Management - to deliver to the Operational Excellence roadmap and achieve annual commercial objectives and operational targets.

Leadership & Cultural Contribution

• Fostering a collaborative environment across leadership roles (e.g. ExCo, Director/Heads Of, Channel Strategy Directors and Exec) to achieve operational and commercial goals.

• Being a role model and advocate for our company values, fostering a culture of collaboration, high performance and continuous improvement with a focus on delivering social and environmental impact in your role and remit.

• Regularly lead Weeklies, Monthlies, and Performance Reviews for the direct reports team to ensure continuous professional development and sense of support.

• Engaging with teams across the company to promote a culture of innovation, high performance and operational excellence.

PERSON SPECIFICATION

• Proven leadership experience in operations , ideally within a fast-paced, service-oriented, or agency environment, with a track record of driving commercial success through operational strategies.

• Proven expertise in resource management, financial analysis, and time operations , with the ability to implement data-driven strategies that enhance efficiency and profitability.

• Strong commercial acumen with experience in aligning operational strategies with business growth objectives and achieving measurable financial impact.

• Exceptional stakeholder management skills , with the ability to influence and collaborate effectively across all levels, including senior leadership and department heads.

• Strategic mindset with a hands-on approach , capable of balancing high-level decision-making with operational execution.

• Proven experience in change management and process optimisation , with the ability to lead teams through transformation and innovation.

• Inspirational leadership and team development capabilities , fostering high performance, engagement, and a strong agency culture.

• Proactive problem-solving and adaptability , with the ability to anticipate challenges and implement solutions that drive continuous improvement.

COMPANY BENEFITS

Croud operates a hybrid working model with a minimum of 3 days a week based in our London office and the remaining days from home if you wish.

Croud offers a clear path to progression for all members of staff. We are committed to offering development opportunities alongside a support system of regular performance reviews. The opportunities are endless!

On completion of the three-month probation period, every employee is eligible for the benefits listed on our careers site which include:

• Sabbatical: Paid sabbatical at 7 years with an option to take it unpaid at 5 years

• 25 days holiday a year

• Discretionary annual performance based incentive

• Sale commission

• Recruitment referrals bonus

• Health & Wellbeing contribution

• 2 Recharge Days each holiday year

• Ride to Work scheme

• Railcard

• Season Ticket loan

• Home office chair and home office screen

• Free fruit, breakfast cereals, snacks and tea & coffee in the office

• Enhanced Primary and Secondary family leave as well as extended Parental Leave and Shared Family Leave

• Life insurance and income protection

• Private Medical Insurance

• Pension

• Curated 3rd party learning platform as well as access to Croud Campus (our bespoke learning and development platform)

• IPA Membership

• Peer to peer recognition scheme 'bonusly'

• Team off-sites/regular socials

• Year-round holiday parties

• Flexible working options

• Day to make a difference

Standard hours are from 9.00am to 5.30pm, there’s flexibility if agreed in advance with your line managers (it may also be necessary on occasions to work outside of these hours).

Croud is an equal opportunity employer and does not discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. All candidates will be assessed based on merit, qualifications and their ability to perform the requirements of the role.

OUR VALUES

At Croud, our vision centres around the idea of unlocking potential. We do this by elevating everyone in an inclusive and progressive culture, empowering individuals to deliver their best work. This means we build better brand outcomes, and unlock potential for our people, our clients and our communities.

We live and breathe five core values that foster a culture where everyone can thrive. Our commitment to elevating each other is fundamental to both our cultural and business success. The ideal candidate will excel in and demonstrate the following:

• In it together - our value on integration, collaboration and outcomes

• Eye on the future - our value on futurism, creativity and passion

• Generous in spirit - our value on people, development and inclusion

• Do what you say - our value on integrity and accountability

• Make a difference - our value on purpose and impact