Reporting to Chief Client Officer
Hybrid working is available, with a minimum of two days spent in our London studio, or client site per week. Your first two weeks will be based in our studio full-time.
About us
At HB, our philosophy is simple: memorable brand experiences create more value for business. Every interaction is an opportunity to make a powerful impression. That’s why our mantra is: Impact, everywhere, always.
Since 2000, we've partnered with complex organisations to deliver creative work that connects deeply with people – especially in high stakes moments. Our 100-strong global team works for clients in media, commercial property, legal, asset management, financial, health and advisory. Spanning digital, campaigns, publications, and events, it’s a fast-paced, highly-skilled culture that readily adapts to evolving needs and technologies.
We’re growing – and seeking a dynamic and experienced Client Services Director to join our senior management team and be instrumental in shaping the future of HB. This role is at the heart of building and maintaining our reputation for client service excellence and driving our strategic growth. It’s your chance to make a measurable difference in a business with big ambitions.
The role in brief
Reporting to the CCO, you will oversee the development and management of our client relationships, ensuring the delivery of high-quality creative work and efficient services. You will lead the Account and Project Management teams and be responsible for the growth and development of people in those teams. You’ll be responsible for nurturing key client relationships, and owning the client journey experience, driving growth through establishing service excellence as an integral part of our culture.
Client Responsibilities:
1. Client relationships: You’ll act as the senior point of contact for key clients. You’ll develop and nurture senior client relationships and new strategic accounts, becoming the agency leader our clients turn to for support and advice and the escalation point as needed.
2. Trusted advisor: You’ll need to understand client objectives and pain points and align HB's services to support their goals. You’ll effectively introduce relevant agency skills in support of mutual growth.
3. Growth and profitability: You’ll collaborate with wider agency teams to identify and act on opportunities to drive organic top-line growth within key accounts, and ensure targeted and healthy bottom-line performance.
4. Client perception: You’ll be in tune with client health across the business, ensuring client satisfaction and pinpointing areas for development. You’ll identify and lead the creation of compelling case studies to demonstrate HB’s capabilities and support business development.
5. Team leadership: We’ll rely on you to lead, develop, inspire, manage and support HB’s client service/account and project management teams, fostering a positive, collaborative and high-performance environment.
Agency Responsibilities:
1. Management team: You’ll participate as a key member of the agency's management team, contributing to strategic direction, decision-making and being a significant contributor to agency’s culture.
2. Growth targets: You’ll help define, manage, and achieve the agency's growth and profitability targets.
3. Talent development: You’ll collaborate with the CEO, department leads, and HR to enhance the skills and capabilities within the agency.
4. Operational: You’ll be a key collaborator across agency operations helping to identify future talent, capability, and skills requirements ensuring HB's relevancy for key accounts.
5. Best practices: You’ll identify best practices across the agency and implement across the business to ensure HB consistently and efficiently delivers high quality output across strategy, creativity and client service.
6. New business: You’ll play a leading role in new business efforts with potential new clients, contributing to and leading agency pitches and contributing to agency marketing efforts. This includes seeking out and acting on opportunities to win new business within existing client accounts.
7. Operational excellence: You’ll ensure effective processes and communication between client services and other departments. This will mean working hand in hand with senior members of the creative team including the Creative Director to identify key creative moments and to take our thinking to clients. And you’ll oversee the profitability, budget management and other financial aspects of client accounts.
Competencies:
1. Strategic vision: You are able to develop and implement strategic initiatives that drive growth and enhance client relationships.
2. Commercial acumen: You come with strong commercial skills with the ability to develop growth opportunities and contribute to the agency's profitability.
3. Client-centric: You are focused on understanding and meeting client needs, championing and delivering high levels of client satisfaction whilst not being afraid to constructively challenge clients when appropriate.
4. Creatively driven: You have an appreciation of the power of creativity in driving client success and agency growth.
5. Proposals: You are good at developing, structuring and, when needed, defending client project and pricing proposals, working with and leading the wider agency contribution as necessary.
6. Communication: You have excellent communication and presentation skills, capable of engaging and influencing clients and internal teams at all levels.
7. Leadership: You are an inspirational leader who nurtures, empowers and fosters ownership within team members. You champion curiosity to explore new solutions which will deliver progress for the agency and our clients.
Essential behaviours:
1. Growth mindset: You are ambitious and proactive with a hunger for driving success and growth of our clients, our people and the agency capability.
2. Self-starter: You are practical and solution-oriented, capable of balancing client needs with growing agency capabilities and trusted to always do the right thing for clients and the agency.
3. Positive: You bring a positive outlook and seniority to build strong, open and honest relationships to represent both the client and the agency effectively.
Experience:
1. B2B agency experience: You have extensive experience in account management within a creative agency and proven client service experience within a B2B marketing agency environment.
2. Client management: You have demonstrated success in managing both large, and growth potential clients, with a track record of building and maintaining strong client relationships.
3. Growth: You have experience in contributing to agency growth through strategic client development and consultative selling, and an understanding of various media and marketing channels.
4. Leadership: You have proven experience in leading a team with growth objectives and demonstrated success in enhancing client service satisfaction through mentoring and coaching team members.
Benefits:
* 25 days annual leave (plus standard Bank Holidays and the period between Christmas and New Year)
* Bonus opportunity linked to personal and agency performance
* Hybrid Working opportunities
* Additional Holiday Purchase Scheme
* Access to LinkedIn Learning account for informal online personal development
* Season Ticket Loan Scheme
* Cycle to Work Scheme
* Funded seasonal Flu Shot
* Health Cash plan
* Eye Test vouchers
* Well-being support through Thrive app
* Employee Discount Scheme
Diversity:
HB is driven by our people. Embracing diverse perspectives and harnessing our differences to fuel creativity and innovation makes us stronger. That's why we are committed to promoting and fostering an inclusive culture which celebrates individuality and to building a team where people from all stories, backgrounds and ages have equal opportunities to develop themselves and their careers. We prize a working environment where everyone can thrive and work alongside a diverse group of clients and partners.
Our Values and Ethos:
* Taking ownership: We play our part. We always bring solutions not problems. We don’t wait to be asked and we’re always ready to challenge assumptions.
* Fearless experimentation: We know that to win, sometimes you must fail first. We ask questions, invite feedback, and wear ambition with pride.
* Winning together: We take time to truly listen and we’re always ready to share knowledge and ideas. We there to help each other and celebrate successes together.
* Always progressing: We encourage and inspire positive change, finding opportunities to develop ourselves and the people around us.
* Positive connections: We act collectively. We aim for empathetic relationships where we understand other’s challenges and motivations.
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