Title: Client Services Director
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Location: London
Reporting to: Head of Client Services
GroupM
GroupM is WPP’s media investment group and the world’s leading media investment company with a mission to shape the next era of media where advertising works better for people. The company is responsible for more than $60 billion in annual media investment, as measured by the independent research bureau COMvergence. Through its global agencies Mindshare, Wavemaker, EssenceMediacom, and mSix&Partners, and cross-channel performance (GroupM Nexus), data (Choreograph), entertainment (GroupM Motion Entertainment) and investment solutions, GroupM leverages a unique combination of global scale, expertise, and innovation to generate sustained value for clients wherever they do business.
Discover more at www.groupm.com.
GroupM Nexus
GroupM Nexus is the industry’s largest community of performance marketing experts designed to drive performance and innovation at scale for GroupM’s agencies and clients. With the most platform accreditations in the industry combined with proprietary technology, media, and solutions, culture of continuous innovation and scaled partnerships, GroupM Nexus consistently sets new benchmarks for effectiveness and efficiency across all forms of media to drive growth for the world’s leading advertisers.
Discover more about GroupM Nexus at https://www.groupm.com/groupmnexus.
Role Overview
The Client Services Director is a pivotal leadership role responsible for the senior development and management of the Client Services team, ensuring best-in-class account management and the execution of centralized CS projects. This role requires a strong commercial focus, including deal creation and key client direction and growth responsibility, and acts as a senior escalation point for business-critical challenges. The ideal candidate will have extensive experience in strategic advising, audience planning, and cross-solution measurement, with a proven track record in senior team development and management.
Responsibilities
1. Team Development and Management: Lead the senior development and management of the Client Services team, fostering a high-performance culture and ensuring continuous professional growth.
2. Account Management Oversight: Oversee best-in-class account management practices and ensure the successful execution of centralized CS projects.
3. Strategic deployment of Solutions: Understanding the role of each channel in delivering client KPIs and supporting the upskilling of the team around them on this.
4. Issue Escalation: Act as the senior escalation point for business-critical challenges, providing solutions and ensuring cross-functional collaboration.
5. Commercial Focus: Drive, create and manage annual value/pricing deals for key clients, ensuring commercial targets are met.
6. Measurement Expertise: Provide strategic cross-solution measurement expertise to support the team in making robust recommendations, understanding when it's necessary to leverage bespoke solutions.
7. Audience Planning: Maintain an in-depth knowledge of audience planning frameworks and solution KPIs to guide strategic decisions and with a view to solving client business challenges and driving growth for all.
8. Pricing and Product Targets: Work with the team to implement and monitor pricing and product share targets.
9. Strategic Advisory: Serve as a strategic advisor on key accounts, providing high-level guidance and support.
10. Culture Contributor: Engage in wider company initiatives for the benefit of the wider population.
11. Compliance: Lead the team in adhering to managing client business and all related workstreams with a view to established compliance guidelines in terms of process and best practice. Contribute to continuous improvement in this area and take a leading role in assurance audits (e.g. PWC).
Requirements / Skills & Experience
1. Leadership Experience: Proven experience in senior development and management of a team, with a focus on fostering growth and high performance.
2. Commercial Acumen: Strong commercial focus with experience in creating and managing value/pricing deals for key clients.
3. Measurement and Planning: Expertise in cross-solution measurement and audience planning frameworks, with the ability to support the team in making data-driven recommendations.
4. Strategic Thinking: Ability to act as a strategic advisor on key accounts, providing high-level guidance and support.
5. Escalation Management: Experience in handling senior-level escalations and providing effective solutions to business-critical challenges.
6. Process Implementation: Skilled in implementing and monitoring pricing, product share targets and delivering trading objectives.
7. Interpersonal Skills: Excellent interpersonal and communication skills, capable of building strong relationships with clients and internal teams.
8. Organizational Skills: Highly organized with the ability to manage priorities and tasks effectively.
9. Proactive Attitude: Proactive and motivated, with the ability to take initiative and drive results.
10. Industry Knowledge: Deep understanding and knowledge of the AV and digital landscape.
11. Extensive Experience: Significant experience in a senior client services or commercial role, preferably within an agency setting.
12. Team Management: Proven track record in managing and developing a senior team.
13. Commercial Delivery: Demonstrable experience in commercial delivery, including margin, revenue, and client satisfaction.
14. Campaign Management: Thorough knowledge of campaign planning, management, and delivery from start to completion.
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