Key responsibilities

Lead day-to-day agency operations across client service, performance marketing, creative, media, data, and support functions.

• Build clear operating processes for project planning, resource allocation, campaign delivery, reporting, quality control, and escalation.

• Partner with department heads to set priorities, remove delivery bottlenecks, and improve team productivity.

• Own agency capacity planning: ensure the right people are assigned to the right client work at the right time.

• Monitor project profitability, utilisation, budgets, timelines, and delivery risks; take action before issues affect clients or margins.

• Improve collaboration between client service, strategy, media, creative, and performance teams.

• Establish operational dashboards and KPIs for delivery quality, client retention, team utilisation, revenue, and profitability.

• Work closely with the CEO and leadership team on annual planning, organisational design, hiring plans, and scalable growth initiatives.

• Help strengthen account governance, client communication standards, and service quality across the agency.

• Lead, coach, and develop managers and team leads; build an accountable, collaborative, and high-performance culture.

• Ensure operational policies, documentation, and internal systems are practical, adopted, and continuously improved.

• Support major client pitches, business reviews, renewals, and strategic accounts when operational leadership is needed.

What we're looking for

• Thai national with strong Thai and English communication skills.

• 8+ years of experience in a digital agency, media agency, performance marketing agency, or integrated communications agency.

• At least 3–5 years in a senior operations, client service, delivery, business management, or agency leadership role.

• Strong understanding of digital agency workflows, including paid media, SEO, social media, creative production, analytics, and campaign reporting.

• Proven experience managing multiple clients, cross-functional teams, deadlines, and agency resources simultaneously.

• Commercially minded: confident with budgets, project profitability, revenue forecasting, utilisation, and cost control.

• Skilled at creating practical processes without adding unnecessary bureaucracy.

• Strong leadership presence; able to earn trust from both senior leaders and delivery teams.

• Calm, structured, and decisive under pressure.

• Comfortable working in a fast-moving environment where priorities can change quickly.

Nice to have

• Experience in a performance-driven or data-led digital agency.

• Experience managing 30+ people or multiple department heads.

• Familiarity with tools such as Asana, Monday.com, ClickUp, Jira, HubSpot, Google Workspace, Looker Studio, or Power BI.

• Experience working with regional or multinational clients.

• MBA or relevant business/management qualification.

Success in the first 12 months

• Agency-wide delivery processes are clear, consistent, and actively used.

• Project visibility, resource planning, and profitability tracking improve.

• Teams collaborate faster and delivery issues are identified earlier.

• Client service quality and retention improve.

• Department leaders have clear KPIs, accountability, and operating rhythm.

• Relevant Audience is better positioned to scale without compromising quality or culture.

Why join Relevant AudienceYou will have the opportunity to shape how a growing digital agency operates—not simply maintain it. This role is ideal for someone who enjoys bringing structure to complexity, developing strong teams, and helping clients receive consistently excellent work.