Client Services Director

MISSION


To be responsible for the Client Services discipline of the agency. This person’s core responsibility is to increase revenue through the growing of accounts through both upselling and cross selling by developing relationships with core clients. This person also must ensure that client satisfaction remains high, act as an escalation point on key accounts and take ownership of the Client Services strategy at the agency.



OUTCOMES


  • Strong relationships are built with our senior clients, acting as the strategic point of contact

  • Grow, upsell, cross sell and develop accounts across the agency year on year

  • Commercial targets, as agreed with the Directors, are consistently achieved through XXX

  • New opportunities are identified and works with the New Business team, the Client Services Director leads those opportunities, where necessary

  • Client Satisfaction Survey strategy is implemented  to ensure that clients are getting the service that they need across all service lines and implement strategies to improve services and Survey scores, which the Client Services Director runs on a quarterly basis.

  • The core escalation point for big accounts,dealing with any situation in a calm, considered manner resulting in a positive outcome for both the client and team

  • The Client Services team and to make sure that the team are managed, developed and progressed in line with the Verb Brand standards, enabling them to deliver the best work of their career and including encouraging them to present their own creative ideas to clients  

  • All client services activity accords to best practice, by working with the team leads and helping to identify and present new opportunities where possible

  • Deliver strategic recommendations for growth through knowledge gained by continuously monitoring industry news and evaluating new technology & data providers



COMPETENCIES


Our people are at the heart of what we do and we ensure any new team member can demonstrate that they are:


  • Efficient

  • Honest and operate with integrity

  • Organised with a strong work ethic

  • Highly motivated & enthusiastic

  • True to your word (verbal and written)

  • Intelligent, analytical and data driven

  • Curious & not willing to simply accept the status quo

  • Have high levels of attention to detail

  • Proactive & fast moving, without being abrasive

  • Calm under pressure

  • A visionary and strategic thinker

  • Good listener

  • Team player

  • Self aware & always challenging yourself to grow

  • Able to mentor and develop others

  • Down to earth - we’re passionate about our work but we know what’s important in life and we like to have fun along the way



COMPANY BENEFITS


  • High degree of autonomy in role that can grow further as the company grows

  • Attractive salary and pension

  • 25 days’ holiday per annum plus bank holidays

  • £500 contribution to personal development / gym membership via our Mind Body & Soul initiative

  • Free coffee, tea and fruit

  • Free beers every Friday

  • Free breakfast at weekly company meeting

  • Early finish on Fridays