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Client Services Director

  • Salary: Salary DOE
  • Sector: Agency
  • Sub-sector: Client Services
  • Type: Permanent
  • Location: Hybrid

job description

Our client is looking for an experienced Client Services Director to join their growing team. Our client is an employee-owned creative brand agency.

They are a close-knit team, with an entrepreneurial spirit and a passion to create great work, drive the future of the business and share in the reward that comes from success. The culture is collaborative, and they embrace the blurred lines between client services, strategy and creative as they believe everyone can build strong relationships, think intelligently and drive creative ideas. They have high expectations of themselves and each other, ensuring they play to individual strengths, and support everyone to thrive and grow in the agency. As a fast-paced agency with a wide breadth of clients, it is sometimes a demanding, but supportive environment where you are in it together. They have a very open and transparent leadership style that is inclusive and reactive.

Purpose of role

The Client Services Director is the agency's strongest relationship builder and critical to the success and ongoing growth of the agency. The primary objective is to rapidly increase revenue by forming deep strategic and beneficial long-term relationships with key clients, whilst ensuring the work created is of the highest possible standard and is measurably effective. The Client Service Director is the figurehead both externally and internally, representing the values of the agency and inspiring clients and team.

Role objectives


  • Build deep long-term strategic relationships with clients up to C-Level
  • Know more about your clients business and industry than they do
  • Become the most trusted and valuable go-to person with highest level clients
  • Identify additional budget holders and build relationships with them
  • Create account growth plans for all major clients
  • Encourage clients to retain the agency's services
  • Identify new services that can be developed for clients
  • Take budgets from weaker agencies where appropriate
  • Make your clients famous in their organisations and industry
  • Create respect for the agency
  • Deliver significant and measurable value to your clients business
  • Inspire clients to take calculated risks
  • Promote the agencies points of view and services at all times
  • Lead successful new business pitches
  • Rapidly increase agency revenue


  • Rapidly grow your client group team
  • Work with your client group lead to become the most awarded and fastest growing client team
  • Concentrate team efforts on clients with most ongoing revenues or award winning potential
  • Onboard and mentor team members inline with agency beliefs, values and processes
  • Inspire world-class high-performance behavior in your team
  • Assess and organise team training
  • Manage team member performance reviews
  • Set and monitor quarterly team and team member OKRs
  • Fully immerse yourself in the agency offering and areas of expertise and be able to talk at length about what makes the agency the most valuable agency partner for clients
  • Ensure all Project Orientation Documents are accurate, flag risks and bake in profit from the start
  • Manage change requests with PMs to ensure clients are delighted whilst remaining profitable on all projects
  • Ensure all work and client communication are of the highest possible quality
  • Identify and nurture award winning opportunities and package award entries to ensure wins
  • Regularly forecast long-range predicted revenue over next 2 years
  • Accurately forecast short-term predicted revenue over next 6 months
  • Regularly forecast resource requirements for client group team over next 6 months and initiate the hiring process with Commercial team


  • Property marketing experience would be preferred
  • A minimum of 8 years experience in a design agency, managing branding, design and communications programmes
  • Working with large blue chip or international clients and complex stakeholders
  • B2B experience
  • Experience in managing digital projects
  • Experience with managing direct reports and mentoring junior members of team including Account Managers and Account Executives
  • Understand the key principles of brand; communication with consumers, employees and other stakeholders
  • Strong proven ability to develop and grow client relationships

Skills and Competencies

  • Articulate, numerate and accurate
  • Organised, well prepared and ability to be keep calm under pressure
  • Committed, enthusiastic and passionate
  • Good IT skills – MS Word, Excel, PowerPoint, Keynote and Microsoft Office
  • Entrepreneurial spirit with a desire to help drive and develop new business
  • A personable team player with ability to deliver results through teamwork
  • Excellent communication and presentation skills
  • Experienced in presentations, negotiating and management techniques
  • Experience in all aspects of business operations – financial and resource management

We regret only successful candidates will be contacted.

apply for this role:

Ref: Job ID: 32767

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