Director, Operations (Events)
Location: Leatherhead, England, United Kingdom
Impact XM is a global experiential agency that brings brands to life through unforgettable events, exhibitions and activations. We are expanding our UK team and seek an experienced Director of Operations to lead operational excellence across our Event Management group.
Key Responsibilities
Client Management
* Strengthen and support client relationship strategies.
* Participate in RFP responses, pitches and client presentations.
* Maintain proactive client communication, ensuring expectations and SLAs are achieved.
* Analyse and report on KPIs, addressing any areas of underperformance with solutions.
Operational Leadership
* Provide strategic direction for the Event Management group.
* Lead, coach and develop Operations Leads to ensure consistent, high‑quality delivery across all event programmes.
* Drive operational strategy across the region, aligning processes and tools with global best practices.
* Ensure all events are delivered on time, on budget and in full compliance with industry standards.
* Oversee utilisation reporting, capacity planning and workload allocation to maximise operational efficiency.
* Partner with HR and leadership on recruitment and onboarding.
* Champion the adoption of operational systems and tools to enhance workflow transparency and productivity.
Budget & Financial Oversight
* Align team resourcing and delivery expectations with financial targets.
* Own responsibility for operational cost control, including freelance spend and staffing.
* Lead initiatives focused on eliminating inefficiencies and improving profitability.
* Partner with Finance to ensure proper cost allocation, reconciliation and timely financial reporting.
* Support Client Services in forecasting, budget oversight and margin management.
* Monitor job logs, exchange rates and reconciliation processes.
* Drive cost efficiencies through improved sourcing, vendor partnerships and smarter operational models.
Pharmaceutical Compliance
* Ensure all teams adhere to relevant healthcare codes (PhRMA, EFPIA) and anti‑bribery regulations.
* Stay up to date on compliance trends and educate teams accordingly.
* Oversee management of hospitality, accommodation and meal guidelines across multiple markets.
Tools & Systems
* Proficiency in Cvent and event management platforms such as Monday.com or similar tools.
People Management
* Champion Impact XM’s values, culture and commitment to excellence.
* Develop, mentor and coach direct reports, including monthly 1:1s and development plan reviews.
* Support the growth and development of the broader team.
* Partner with the Associate Director, Talent Management on skills assessments, training and development planning.
* Lead recruitment efforts, including interviewing and selecting new team members.
* Provide consistent direction, motivation and leadership across the department.
* Manage holidays and lieu days for direct reports and oversee the wider team’s scheduling.
* Collaborate with executive leadership to ensure alignment with regional and global standards.
General Responsibilities
* Monitor and review timesheet activity.
* Prepare monthly client project analysis to assess staffing and recruitment costs against budgets.
Qualifications
* Bachelor’s degree in event management or a related field (preferred).
* 10+ years of experience in the events industry.
* 5+ years of experience in a line‑management or senior operational leadership role.
* Strong background in healthcare event operations and compliance (highly desirable).
* Proven ability to drive efficiency, develop teams and deliver operational excellence.
We welcome applications from candidates who are passionate about creating memorable experiences. Impact XM is an equal opportunity employer. Applications will be handled on a confidential basis.
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