Client Service Director

Client Service Director

Truelogic, Inc. – Makati City, Metro Manila

Location: Ayala Avenue, Makati

Work Setup: Onsite

Schedule: Day shift, Monday to Friday

Salary: Competitive, Senior Leadership Role

About the Role

We're looking for a highly strategic and influential Client Service Director (CSD) who will lead the overall retention, performance, and growth of Truelogic's Accounts Department. This role is perfect for a senior leader who excels in client relationship management, operational excellence, and revenue accountability.

As the CSD, you will serve as the champion of client satisfaction and portfolio health—overseeing client retention, driving upsell and cross-sell opportunities, and ensuring the entire Accounts organization delivers high-quality work that creates measurable business impact.

If you thrive in a fast-paced, relationship-driven environment and can elevate both people and processes, this is the role for you.

What You'll Do
Operational Leadership & System Optimization

• Own and achieve overall client retention targets, ensuring long-term account stability.
• Drive revenue growth through structured upselling and cross-selling strategies.
• Align department strategy with company goals and partner closely with cross-functional teams.
• Build and maintain executive-level client relationships; act as the escalation point for high-value accounts.
• Monitor industry trends and competitive insights to anticipate risks and opportunities.
• Lead change management initiatives and foster clear, candid communication across teams.

Client Portfolio Ownership & Performance Management

• Oversee the health of all client accounts using data-driven insights.
• Ensure consistent delivery of the Truelogic client service experience.
• Review and approve client strategies, scopes, and campaigns to ensure alignment with business goals.
• Lead Quarterly Business Reviews (QBRs) and strategic client presentations.
• Proactively identify and act on accounts showing signs of churn.

Revenue Accountability: Upsell & Cross-Sell

• Establish measurable revenue targets and enable Account Managers with tools and training.
• Track and report performance against key revenue and retention KPIs.
• Collaborate with Sales and Operations to enhance products, services, and growth opportunities.
• Ensure growth opportunities are strategically identified during client planning cycles.

Operational Excellence & System Leadership

• Build and maintain scalable processes, SOPs, workflows, and servicing systems.
• Ensure strong onboarding, documentation, escalation protocols, and feedback loops.
• Continuously improve systems using data, CX insights, and operational performance.
• Remove bottlenecks and drive end-to-end service delivery improvements.
• Implement and enforce efficient tracking and reporting of critical account metrics.

Team Leadership & Capability Building

• Hire, develop, and mentor Account Managers and Senior Account Managers.
• Forecast manpower needs and proactively elevate headcount requirements.
• Oversee performance evaluations, promotions, reassignment, disciplinary actions, and terminations.
• Lead full employee lifecycle within the Accounts Department.
• Build a culture of accountability, collaboration, and continuous improvement.
• Set clear performance standards aligned with career progression and business goals.
• Strengthen team capabilities across strategy, communication, and client advisory.

Customer Experience (CX) & Quality Assurance

• Own NPS, satisfaction metrics, and CX improvement initiatives.
• Lead systems for gathering, analyzing, and implementing client feedback.
• Create retention frameworks and interventions for at-risk accounts.
• Ensure client expectations are clearly set, documented, and consistently met.

Reporting, Insights & Business Intelligence

• Deliver regular business reviews covering portfolio health, revenue forecasts, risks, and opportunities.
• Ensure accurate reporting of KPIs and service delivery metrics.
• Use data to guide decision-making, coaching, and operational improvements.
• Recommend initiatives and projects based on insights from data.

Who We're Looking For

• 8–12+ years of experience in client services, account management, or agency leadership roles.
• Previous experience within digital marketing agency environments is required.
• Demonstrated success in scaling client portfolios and achieving retention + upsell KPIs.
• Strong commercial acumen with hands-on revenue accountability.
• Proven leadership experience managing senior account teams.
• Deep expertise in client advisory, stakeholder management, and strategic planning.
• Strong background in operational excellence and building scalable systems.
• Highly analytical with strong command of data-driven decision-making.
• Excellent cross-functional collaboration with Sales, Operations, and Creative teams.
• Strong communication, presentation, and leadership presence.
• Willing and able to work in a onsite setup in Makati.

Why Join Us?

• Lead a large, high-impact department within a fast-growing digital company.
• Strategic leadership role with influence on company-wide direction.
• Opportunity to shape systems, teams, and processes at scale.
• Supportive, collaborative culture focused on growth and excellence.

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