Client Service Director

Job description

Position: Client Service Director
Work Setup: Remote
Schedule: Monday to Friday

Overview: The Client Services Director plays a pivotal role in ensuring exceptional client experiences from the initial meeting to project delivery. This position involves cultivating strong client relationships, growing client accounts, and fostering the development of the Client Services team. The Director will contribute to the operational functions of the APAC office, as well as develop and implement best practices to enhance client services and team performance.

Why this Role Exists:

• To provide clients with outstanding service, ensuring successful project outcomes that enhance their reputation.
• To drive the growth of client accounts by developing strong, productive relationships with key stakeholders.
• To support the professional development of the Client Services Team, enabling career growth and improved client service.
• To contribute to the smooth operations of the APAC office and support various operational functions as required.

Core Responsibilities:

• Client Services Leadership:
• Oversee the development and growth of client accounts, maintaining senior client relationships.
• Act as the main point of contact for senior-level conversations and lead project meetings with Account Directors as necessary.
• Ensure smooth client reporting processes and manage client expectations through coordination with production and business development teams.
• Travel to local offices, including the UK and Brazil, for knowledge-sharing and training workshops.
• Lead the creation of yearly and half-yearly account development plans for senior management approval.
• Continuously review and improve internal and external processes for better service delivery.
• Client Strategy and Partnership:
• Formulate and execute client services strategies in collaboration with the Managing Director (MD) APAC, Global CEO, and the APAC Management Partnership.
• Actively participate in APAC Management Partnership meetings, providing insights on client services and related matters.
• Collaborate with the MD APAC to implement best practices and share client insights.
• Team Leadership and Development:
• Line manage Account Directors, Account Managers, Project Managers, Project Coordinators, freelancers, and interns in the Accounts Division.
• Facilitate collaboration between client services, creative, business, editorial, and production teams to ensure efficient operations.
• Assist in recruiting and hiring for various departments as needed.
• Recommend remuneration and bonus structures for the Client Services Team to the Remuneration Committee.
• Finance & Operations:
• Report to senior management on client and project profitability, reviewing and consolidating reports from Account Directors and Project Managers.
• Provide strategic input on resource allocation, budget management, and operational improvements.
• Further Responsibilities:
• Participate in monthly APAC Management Partnership meetings, contributing to overall strategy.
• Uphold company values, maintain confidentiality, and lead by example.
• Inspire and motivate team members, offering constructive feedback and support.
• Monitor team pressures and resolve issues to maintain high morale and performance.

Performance Review & Development: Performance is reviewed biannually by the MD APAC, based on the following:

• Achieving annual client service targets.
• Client account growth and performance.
• Adherence to client services strategies.
• Team motivation and morale.
• Collaboration with other departments.
• Communication and interpersonal skills.
• Effectiveness as a coach and manager.
• Demonstration of company values.

This role provides the opportunity to shape the client services function and make a significant impact across the APAC office. The Client Services Director will work closely with senior management and global teams to ensure continued growth and success.