Client Service Director

JOB ROLE

The Client Service Director is responsible for overseeing Client Relationships and developing and maintaining Key Account Management Teams. The Client Service Director is responsible for maintaining healthy business relationships with clients, ensuring operational teams provide the highest quality service for clients, and following their deliverables and business requirements.

• This role is responsible for the overall client health and financial sustainability of the Agency by driving sustainable growth.

• The CSD will maintain control of the client service department, displaying efficient people and leadership skills, business acumen, and exemplary work ethics.

• This role will require creative problem-solving and change management in a high-growth, mission-driven ever-changing environment.

CLIENT CENTRICITY AND NEW BUSINESS GROWTH

• Manages own client portfolio whilst overseeing the account management teams portfolios in achieving the agencys strategic goal of client service excellence.

• Ensure the very highest levels of service excellence, and inspire a drive for creative and strategic distinction.

• Building solid client relationships.

• Effective management of resources (over/under burn against retainer / SOW) and profitability of retainers/projects.

• Display entrepreneurial flair and the pursuit of revenue streams as well as a constant hunger for new business growth opportunities.

• Play an integral part during new business pitches to the New Business Lead.

STRATEGY, VISION AND LEADERSHIP

• Render a professional and strategic advisory service by providing strategic input on the challenges clients face and disseminating interesting pieces relevant to client / creative / strategy.

• Design and implement business strategies for client teams, plans, and procedures - set comprehensive goals for performance and growth.

• Suggest policies that promote agency culture and vision.

• Oversee the daily operation of the client teams and the work output of the internal teams.

• Lead staff to encourage maximum performance and dedication.

• Evaluate performance by analyzing and interpreting financial data in Workbook reports.

• Compile reports for Exco in all matters of importance.

TEAM DEVELOPMENT

• Oversee, direct, and organize the work of the internal teams.

• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality.

• Ensure staff receive timely and appropriate training and development.

• Establish and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, conduct annual performance appraisals, and administer salary adjustments.

• Mentor staff using a supportive and collaborative approach, assign accountabilities, set objectives, establish priorities, and monitor and evaluate results.

• Attract the right talent and assist in retaining top talent.

OPERATIONS

• Ensure the upgrading and implementation of an appropriate system of policies, internal controls, and procedures.

• Planned, coordinated, and executed monthly financial forecasting and performance.

• Ensure that the business is adhering to the strategic plan, delivering status reports to key stakeholders.

MINIMUM REQUIREMENT

• Matric.

• Diploma / Degree in a related field.

• Minimum 10 Years experience in a senior / leadership role preferably in the advertising industry.

• Proven track record of success in facilitating progressive organizational change and development within a growing organization.

• Experience in developing and implementing new strategies and procedures.

• Strong mentoring, and coaching experience to a team with diverse levels of expertise.

• Knowledge of contracting, negotiating, and change management.

• In-depth knowledge of the advertising industry.