Client Services Director

Role: Client Services Director

Managing the Client Services Team

- Ensuring the team is tasked, motivated and communicating well with other business functions.

- Ensuring the CS team as well as our clients and wider team follow the set relevant processes - Guardian of process internally and externally and escalating bad behaviour to Heads of

- Ensuring any resource challenges are addressed and managed effectively.

- Oversee QPPs and ensure all are scored and delivered back in a timely manner.

- Ensure the team are fully versed and up to date on product and the upcoming roadmap.

- Oversee central tasks across the team ensuring that the teams are focused and delivering required outcomes.

- Representing the CS teams interests in key product enhancement projects

- Retention - work to keep good people - ensuring they are happy, developing, and sufficiently challenged.

- Recruitment - take an active part in building a business case for new team members and owning the recruitment process.

Communication

- Oversee efficient communication across the Client Services team (both in London and Manchester) between AM/Engagement and Ops functions and come up with and implement strategies for ironing out any issues.

- Be proactive in having conversations with Heads of AV/Video across the agencies - Change to Heads of AV/Video

- Inter-team Process

- Ensure other functions within the business are following process and all have a good understanding and appreciation of why it is important to do so.

- Identify areas where new or improved processes can provide greater efficiencies across the team.

Campaign Management

- Ensuring best practice for audience building is followed whilst providing support and leadership for more complex bespoke requests.

- Be aware of and address delivery challenges.

- Strategic campaign management - understanding where the pressures are, when and who to prioritise, resolve conflict and when to escalate.

- Take a leading role in weekly war room meetings - raising any points of interest or concern and discussing with team - escalating externally (and internally) where necessary - Company Meeting

- Help to shape these meetings, and work to change the agenda if improvements could/should be made.

- Oversee pricing - communicate 'headlines' regularly with wider team (issues, averages, elasticity) - Margin and Client profitability.

Problem solving

- Be senior external escalation point with any concerns or queries from the agencies.

- Work to remove any potential roadblocks and conflict around processes to ensure all workflows happen on time and accurately.

- Independent working - confidence in having the answers.

- Work with AMs and Eng to activate development strategies for all incumbent and prospective clients.

- Share with champions, heads of and relevant BDs.

- Report back to the business on needs and requirements needed to fulfil these objectives - Add to centralised task point.

- Monitor and push for progress over time.

Agency Comms

- Oversee the AM comms strategy with the agencies, ensure we maintain the right frequency at the right levels.

- Join surgeries to keep abreast of developments: key clients, relationships, and challenges.

- Ensure we evolve our output over time (RTBs, PCAs, Case studies, QBRs), considering new product pieces and learnings.

- Ensure consistency in the standard and content of our responses to briefs and general enquiries.

- Diarise, and compile QBRs and support on creating Commercial decks - delegating where appropriate.

- Ensure the decks are insightful, growth-focussed and enriching for all involved.

- Ensure learnings are shared across the team and across the wider business - champion our success and team.

- Implement and evolve development plans with the agencies - ensuring we are set up for growth. Work closely with Engagement to deliver consistency and coherence.

- Work with Engagement to build on our case study collateral - establish gaps and opportunities.

Campaign Set Up Performance/Delivery

- Monitor and work to improve CS KPIs such as ACV, repeat business, increased spends, frequency, consistency and coherence of pricing.

- Manage comms with Ops, finding ways to overcome any barriers or issues. Contribute and manage a team in WoW to improve relationships and streamline existing processes.

- Escalate any ongoing concerns and work to resolve.

Finance

- Challenge processes and propose better ways of working to aid cashflow and business health.

- Manage comms between CS and Finance - setting and managing the agenda at our meetings.

Resilience

- Positive and motivated

- Great management skills

- Confidence in personal, team and overall business delivery

- Gravitas - when dealing with stakeholders on all levels

- Delegation - to develop personal as well as other's roles and experience.

- Be able to demonstrate a well-rounded view of the business.

Experience Required

- Experience in an Agency or Client Services/Sales/Commercial role

- Has managed and lead a team of at least 3+ people and been responsible for their L&D within the role.

- Will be fully literate in planning/buying/campaign management of multiple AV channels.

Position at GroupM Nexus Finecast

GroupM Nexus | Advanced TV

About AdvancedTV

GroupM Nexus AdvancedTV specialises in addressable TV, launched in the UK in September 2017.

Advanced TV enables brands to reach new audiences across all TV environments. We give advertisers the ability to deliver targeted ads to audiences watching TV content across multiple broadcasters, connected devices, set top boxes, over-the-top providers, and game consoles - all through a single point of access with standardised measurement.

We serve clients across agencies, including: Mindshare, Wavemaker, EssenceMediacom and m/Six.

We are a team of individuals shaping the future of TV advertising and as such we set high standards for the individuals we hire and the skillsets they bring to our business. We are a rapidly growing organisation that requires a hands-on approach with creative thinking, strong communication skills and a passion for what we do that translates into real energy in our team culture. There is no place for politics - Advanced TV is a fun, open, honest place to work where we support each other for our mutual success.

About GroupM Nexus

GroupM Nexus brings together 9,000 practitioners globally across ad ops, addressable content & TV, AI, commerce, programmatic, search and social, among others, to deliver transformational outcomes across digital channels and platforms and create exciting new career paths for our people.