Operations Team Lead POSM/Premium

About the team

The Operational Team Lead is part of a high-performing local market team dedicated to delivering top-tier marketing services to one of our largest global clients, as well as delivering top-tier Premiums marketing services to another one of our largest global clients. Reporting to the Group Account Director or Account Director, this role collaborates with strategy, performance, creative, and operational specialists to ensure a smooth client experience. The team plays a central role in delivering Procurement as a Service ensuring transparency, quality, and efficiency across marketing investments. With a focus on retail and shopper activation, the Operational Team Lead helps connect strategic priorities with local execution, contributing to smarter, faster, and more impactful outcomes.

Purpose of the role

The Operational Team Lead manages an operations team to deliver high-quality, profitable

campaigns tailored to regional or client-specific needs and deliver high-quality, profitable Premiums and gifting campaigns tailored to regional or client-specific needs. They ensure projects proceed smoothly from briefing to delivery, maintaining accuracy, timeliness, and quality at every stage.

The role champions top-tier sourcing, harmonisation, and sustainable practices, while working with expert teams to develop innovative solutions. As an effective negotiator and problem solver, the Operational Team Lead enhances client satisfaction and business growth.

Key Responsibilities:

Oversee all in-market operational delivery, ensuring full compliance with core processes, including open orders, actualisation, budget tracking, and reporting.

Take ownership of high-value, high-complexity, or at-risk projects, ensuring outcomes meet client expectations around cost, timing, and quality.

Act as a senior escalation point for operation-related issues, working closely with suppliers and internal teams to resolve challenges efficiently.

Coach, upskill and mentor the delivery team, particularly Senior Account Managers, Account Managers and Account Executives, to build operational expertise and commercial confidence

Monitor team performance and quality standards, conducting regular reviews and leading the resolution of NCRs (Non-Conformance Reports) and other quality issues.

Lead supplier and internal negotiations to optimise timelines, quality, and cost-driving value engineering and sustainable sourcing where appropriate.

Work in close partnership with other adm Indicia Client Services teams and the Regional Account Director or Account Director to ensure seamless integration of operations with campaign planning and client priorities.

Champion a culture of collaboration, operational discipline, and continuous improvement, proactively identifying opportunities to improve efficiency, process and innovation.

Skills, knowledge, experience and exposure

The Operational Team Lead will likely have a minimum of 5 years of experience in operational management, and we expect this role to have a strong industry background.

A minimum of 5 years of experience in team management and direct client-facing roles will also be required.

Exceptional communication skills, both written and spoken in English

Mindset and temperament to navigate the role

As an Operational Team Lead, the role focuses on strong collaboration with both internal and

external stakeholders, requiring clear, adaptable communication at all levels. Success depends

on the ability to articulate complex ideas, align diverse audiences, and remain composed despite competing expectations. Additionally, the capacity to think strategically and see the

bigger picture ensures that decisions not only address immediate challenges but also support

broader business goals.

Equally important is a solution-oriented mindset paired with strong organisational and time management skills. Leading multiple projects simultaneously requires prioritisation, creativity in problem-solving, and the ability to leverage technology to streamline operational processes. By combining resilience, innovation, and operational discipline, the Operational Team Lead ensures efficient project delivery whilst setting the team up for long-term success.

Any specific role requirements

This is an in-market role and requires the Operational Team Lead to be based in the clients office on a day-to-day basis.

Fluent in English and local market language.

Experience working across shopper, trade, or retail channels is preferred .