Head of Delivery & Operations

CNC Agency (formerly Coffee ’n Clothes) is an experiential marketing agency born from culture and built for connection. We create experiences, stories, and products that people love and that help brands grow. We put people first and design accordingly, seamlessly blending strategy, creativity, production, and culture to turn ideas into experiences that move people. Because amazing things happen to brands when they build for humans, not algorithms.

We are currently seeking a Head of Delivery & Operations is a strategic and operational leader who reports directly to the CEO. They will be responsible for ensuring seamless execution across all agency delivery functions — from project initiation through production and post-event analysis. This role oversees Project Management, Resource Management, and Production Operations, ensuring the agency delivers innovative, high-quality experiential activations efficiently and profitably. This role will also collaborate with the CFO.

Roles & Responsibilities:

• Develop and implement operational frameworks, tools, and methodologies to improve delivery quality, speed, and profitability.
• Partner with executive leadership to translate strategic goals into actionable delivery plans.
• Create scalable operational structures that support agency growth and global project complexity.
• Define and track KPIs for delivery efficiency, client satisfaction, and margin performance.
• Lead the Resource Management Team to optimize staffing, capacity planning, and talent allocation across multiple concurrent projects.
• Forecast resourcing needs based on pipeline and business objectives.
• Implement systems for real-time visibility into team utilization and workload balance.
• Oversee the Project Management Department, ensuring consistent methodologies, tools, and documentation across all projects.
• Support PM leads in developing project plans, budgets, and risk mitigation strategies.
• Drive post-mortem processes and continuous improvement initiatives.
• Supervise the Production Department, ensuring flawless execution of live, hybrid, and digital experiential activations.
• Foster collaboration among creative, production, and technical teams to deliver cohesive client experiences.
• Partner with the CFO to monitor and improve agency margins, rate card structures, and delivery efficiency metrics.
• Collaborate with Finance to develop and refine pricing strategies, budgeting processes, and profitability models tied to project output.
• Support the CFO and CEO in broader agency-wide financial initiatives, including margin forecasting, cost optimization, and financial reporting tied to delivery performance.
• Introduce tools and dashboards for operational transparency and decision-making.
• Identify and resolve operational bottlenecks affecting delivery timelines, budgets, or profitability.

Skills & Qualifications:

• 12+ years of experience in operations, project management, production, or delivery leadership in an experiential, events, or creative agency.
• Proven track record managing large-scale, complex projects and leading cross-functional delivery teams.
• Experience working with C-suite / executive leadership in translating strategy into operations.
• Proficiency in project management and resource tools (e.g., Asana, Smartsheet, Monday.com) and data visualization (e.g., Tableau, PowerBI) is a plus.
• Strong financial literacy — budgeting, forecasting, margin management.