Job Description

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Operations Shrewsbury Hybrid
Resource Manager
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ROLE OVERVIEW
Croud is a global, full service digital marketing agency with a that helps businesses drive sustainable growth in the new world of marketing. Croud was recently named a for the second year in a row, and was named 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 Resource Manager will drive operational excellence across the EMEA agency, which is a team of nearly 300 people, made up of 5 core channels; Strategy & Planning, Paid Media, Organic, Programmatic & Retail Media.
The primary objective is to ensure resource levels are appropriate as per the scope and that people are well utilised across all accounts. This role is responsible for developing and implementing strategies and systems that optimise resource management and effectively fulfil resource requests from Client and New Business leaders.
Alongside managing our in-house resource you will draw on the Croudie Network, our pool of world class freelance specialists, injecting them into teams where best. You will work closely with Project Managers and Account Directors as well as Department Leaders, Managing Partners, Finance and the Croudie Network team to embed data-driven decision-making about resource.
This role will report into the Operations Director.
RESPONSIBILITIES
Key responsibilities include, but are not limited to:
Resource Management that balances People, Operations and Work

• Managing a central resourcing function of the agency that handles all resource requests and allocations, to enable us to resource fast and slow.
• Monitoring and protecting team wellbeing and improving happiness through training ans support strategies to help team members monitor scope creep.
• Building systems that help us scale the agency's commercial capabilities through use of Croudies and Freelancers
• Developing operational automations and integrations to run as effectively and efficiently as possible
• Managing billable time month on month to consistently achieve billable targets per role.

Allocation that Unlocked Potential:

• Developing systems (like a Skills Matrix) that enable strategic, commercial and people-led resource management allocations
• Consciously working to allocate opportunities that unlock potential based on insights from People Leaders, Heads Of and Directors.
• Notifying all team members and key stakeholders when allocations are made, sharing the why.
• Collaborating with People Leaders at Strategy Director level for insights into team happiness and wellbeing, and taking relevant action to remedy.

Ownership of Systems Management and Scheduling:

• Overseeing systems management to ensure administration and management of Resourcing, ensuring data is accurate, managed efficiently and meeting best practices.
• Ensuring resources are set-up promptly and accurately in the system.
• Delivering accurate scheduling in line with our resource management strategy that drives recovery.
• Working closely with Project Managers to ensure scheduling is up to date based on latest project plans, aiming to avoid moving time month on month.

Monitoring, Measurement & Reporting:

• Tracking and monitoring key time metrics (recovery, billable time, scheduled revenue) week on week and reporting to the Director of Operations.
• Gaining insights from time operations data to make meaningful change to resource management to drive commercial performance.

PERSON SPECIFICATION

• Proven experience in resource management, traffic management, or project operations within a digital agency.
• Experience working with resource planning tools supporting capacity forecasting and commercial utilisation reporting.
• Demonstrated ability to manage multiple teams and multi-disciplinary resource pools.
• Exceptional scheduling and organisational skills; able to coordinate complex resourcing needs across multiple teams.
• Ability to balance long-term forecasting with short-term problem solving when priorities shift.
• Strong proficiency with capacity planning, workload forecasting, and reconciling planned vs. actual utilisation.
• Clear, confident communicator who can collaborate well with Client Services and Channel Leaders on decision making.
• Skilled at resolving resourcing conflicts with a calm, diplomatic, solutions-first approach.
• Capable of influencing senior stakeholders and pushing back constructively when needed.
• Excellent judgement and ability to make quick, informed decisions based on resource availability and project priorities.
• Strategic thinker who can identify bottlenecks, anticipate issues, and propose resourcing options proactively.
• Understanding of agency commercials, profitability, rate cards, and utilisation metrics.
• Ability to align resourcing decisions with budget constraints, scopes, and revenue targets.

COMPANY BENEFITS
Croud operates a hybrid working model with a minimum of 3 days a week based in our Shrewsbury 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
• Medical Cash Plan
• 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

Department Operations Locations Shrewsbury Remote status Hybrid
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Skills Required