Client Services Director - branding and design
This Central London independent agency has an enviable reputation for creative excellence. The team also has a commercial mind-set and produces some outstanding work around brand narrative, from brand positioning and digital through to campaigns and a variety of communications.
Well-established, with an extremely good name in the industry, the team are 40-45 strong. They value their staff and have a unique rewards structure.
Client Services Director – the role
The client services director plays a fundamental role and is critical to the agency’s success and growth. This person is pivotal in establishing and building the agency’s reputation. The core role is two-fold; to create strong, long-lasting relationships with senior clients to drive revenue and generate inspiring opportunities and to lead and inspire a strong, professional and efficient client services team. They’re looking for someone with passion and ambition; a team player who sees collaboration at the heart of everything they do and has proven skills developing team culture. This person will want to make the agency the best it can be and play an important part in this process.
Instigating and adhering to comprehensive processes to generate clear briefing, efficient workflow and comprehensive budgeting, the client services director has the opportunity, with the team, to shape the way the agency works. As an experienced client services person, you’ll be respected by your colleagues and are used to leading and nurturing a strong and professional team. Working within given budgets and parameters, you will shape an effective team structure to ensure effective management of the agency’s clients.
Client Services Director Role - objectives
Build deep, long-term strategic relationships with senior clients
Demonstrably understand how brand/comms/design can drive their business success
Become the most trusted and valuable go-to person with highest level clients
Encourage clients to work on a retainer model where possible
Make clients famous in their organisations and industry
Identify additional budget holders and build relationships with them
Ensure all work and client communication are of the highest possible quality
Work on developing strategic approaches to developing the client business plans and seek new opportunities within the client business
Identify new business opportunities with fresh prospects
Lead successful new business pitches
Lead, inspire and support the client services team
Structure and develop the team to ensure effective management of clients
Define and manage job descriptions for the team
Set and monitor quarterly team and team member KPIs
Manage team member performance reviews
Mentor team members in line with agency beliefs, values and processes
Assess and organise team/individual training
Create account growth plans for all major clients
Identify new services that we can develop for our clients
Fully immerse yourself in the agency offering and their areas of expertise and be able to talk at length about what makes the agency the most valuable partner for clients
Ensure all project proposals are accurate, flag risks and calculate finances from the start
Manage change requests with Client Services to ensure clients are delighted whilst the agency remain profitable on all projects
Regularly forecast resource requirements for client services
Identify and nurture award winning opportunities