Director, Client Services

3374 - Director, Client Services - UK

Role Summary and Impact

Business Directors support the Client Director in the leadership of an account and the campaign delivery process and is a focal point of contact for senior clients. With previous proven and demonstrable experience and success at atleast an Account Director level, success in this role is measured through the lens of: best in class work, a delighted client, happy and motivated internal teams, profitable revenue for the agency, and account growth. Business Directors will use their developed leadership skills to lead and develop their teams.

Google via WPP Made For Google - A little about us:

Made For Google (MFG) is a bespoke media team for Google. We are made up of best in class digital, offline, and integrated media experts who work together to enhance media’s contribution to Google’s business.

We are a united, diverse team driven by a spirit of curiosity. Committed to pioneering solutions that surpass industry standards, we aim to drive excellence, support a fulfilled team, and exceed expectations while fostering growth and positive impact.

About the Client Services team
The Client Services team is responsible for creating the conditions by which our clients love our work. We do this by building trust and exerting influence through deeper, more strategic relationships with our clients, and by driving, leading and owning the campaign delivery process. We also foster a culture of support and encouragement internally.

Essential Functions/Responsibilities:
Client Satisfaction
- Point of contact for clients ensuring client satisfaction is maintained throughout the campaign lifecycle and beyond
- Develops and maintains a working-level understanding of assigned client’s industries, company culture, and products/services
- Supports the wider team in delivering an exceptional client experience during every agency interaction
- Seeks opportunities to delight clients and strives to elevate all client relationships to trusted partner status
- Ensures client expectations across the account are clear and defined, including frequency of status updates and milestone reviews
- Assists in managing total client satisfaction, identifying any issues or barriers and escalating as necessary
- Responsible for the Deliverables Register ensuring all required individual deliverable scores are recorded and communicated accordingly

Team Happiness
- Ensures that the wider team feel invested in, engaged with, cared for and are motivated to deliver their best work
- Provides timely and actionable feedback to the team to aid in their development
- Ensures the fun and support is brought into the day-to-day life on the account
- Proactively contributes to the Essence culture including mentorship to individuals both inside and outside their team
- Provide awareness and recognition for jobs well done

Work Quality and Innovation
- Engages with clients to define Actionable Briefs for tier 1 campaigns whilst maintaining oversight of the Actionable Briefs for tier 2 and tier 3 campaigns.
- Interrogates the work and client deliverables on tier 1 briefs on behalf of the client to ensure they exceed expectations.
- Provides campaign and project management leadership during the campaign lifecycle to ensure on time and on brief delivery of client work
- Fosters collaboration with the Practices to ensure best in class work and ongoing innovation is delivered across the client business
- Proactively anticipates and identifies potential risks, issues and opportunities, across all briefs and processes escalating to Practice Lead and CS leadership where necessary. - Leads daily huddles and weekly client status meeting, casting the right team as appropriate

Financial Strength and Operational Excellence
- Providing accurate forecast figures on a monthly, quarterly and yearly basis, working closely with CFO to ensure “no surprises
- Able to help manage client budgets against objectives set with rest of account team
- Solicits regular feedback from clients to ensure operational excellence and seeks continued improvements on work quality
- Calculate the workload implication of new campaigns and feed into resource management.
Growth and Diversity of Clients
- Nurtures organic growth opportunities across existing clients through their in depth knowledge and understanding of the business needs and challenges of their client

Skills and Experience

- Strong written and verbal communication skills across all platforms
- Strong organizational skills, great attention to detail and ability to Q/A work
- Solid grasp of all areas of digital marketing, including a deep knowledge of digital media
- Ability to adhere to and meet deadlines and project manage multiple campaigns
- Superb client relationship and management skills
- Proven problem solving skills and ability to think outside of the box for creative solutions
- Ability to work independently and collaborate in a team environment
- Detail oriented and responsive, deadline-driven with strong quantitative reasoning skills
- Strong financial management skills, demonstrating an ability to manage campaigns to budget and margin forecasts and identify financial risks

Supervisory Responsibility:
- Potential to line manage 1-3 direct report, supporting their career growth and development within Client Services
- Lead by example while motivating and coaching juniors on the team
- Foster an environment for transparency and open communication
- Taking ownership and directing others as needed within account team, with a key focus on delegation to ensure space to work on broader workstreams
- Responsible for wider team set up and organogram

Required Education and Experience:
- Degree educated or equivalent professional experience
- Proven and demonstrable experience at a Account Director+ role in media agency

Life at WPP Media & Benefits

Our passion for shaping the next era of media includes investing in our employees to help them do their best work, and we’re just as committed to employee growth as we are to responsible media investment. WPP Media employees can tap into the global WPP Media & WPP networks to pursue their passions, grow their networks, and learn at the cutting edge of marketing and advertising. We have a variety of employee resource groups and host frequent in-office events showcasing team wins, sharing thought leadership, and celebrating holidays and milestone events. Our benefits include competitive medical, group retirement plans, vision, and dental insurance, significant paid time off, preferential partner discounts, and employee mental health awareness days.  

WPP Media is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

Please note this is a UK based role and requires individuals to have the right to work in this location

Please read our Privacy Notice (https://www.wppmedia.com/pages/privacy-policy) for more information on how we process the information you provide.

#LI-Promoted