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Associate Director, Client Services
3 months ago
Job Title: Associate Director, Client Services
Work Location: London (Hybrid with 2 days in the office)
Start Date : ASAP
Recently named one of WorkLife's 50 Best Places to Work and one of Fast Company's Most Innovative Companies, Whalar is a leading global Creator Company.
Whalar empowers creators, brands, and platforms to tap new areas of innovation and drive business growth together. We do this through our six divisions: brand partnerships, talent management, proprietary technology, a creator-centric venture studio, a gaming studio, and a physical campus for creators. As a result, we have the best understanding, the most access, and the earned trust of creators. We're a curious, diverse team of 300 individuals united by one belief: Everything Is Better With Creators.
We Liberate the Creative Voice. We are Whalar.
About the Client Services team:The Client Services team has ultimate responsibility for the creative output of client campaigns. Client Services ensure the smooth execution of projects and have a helicopter view over all parts of the campaign process, working with expert teams and specialist partners (both internally and externally) to bring a brand's creative vision to life. The Associate Directors ultimately are the gatekeepers of this vision and the guardians of the brands we work with.
The team has three core functions:
- Manage client relationships, creator partnerships, budgets and timings across any executional workflows.
- Act as the central resource that brings in the right expertise at the right time, facilitating collaboration.
- Facilitate client retention and client satisfaction through quality creative output and excellent operational and servicing standards.
- Excellent Client Servicing : Oversee and lead on seamless day-to-day operations of campaign delivery, bringing together the right cross-functional team and ensuring projects are effectively set up for success, including set up of new workflows where needed.
- Team Management : Be a positive, solutions-first role model and mentor, train and develop team members through robust career pathing and goal setting.
- FInancial Accountability : Deliver accurate and effective pricing plans for pre-sale work, and track budgets and spends on post-sale work, ensuring budgets are fully optimized.
- Process Driven : Proactively identify gaps that require new processes and tailor all workflows for efficiency - review processes during and after campaign lifecycle and ensure learnings are shared and applied.
- Consultative : Listen deeply and ask big questions to help our clients go beyond their vision and goals. Offer up true creator economy expertise and knowledge of your accounts - supporting the Business Leads with client stewardship.
- Account Development : Develop client relationships and deepen partnerships, identifying and escalating new commercial opportunities.
- Campaign Reporting : Work alongside the Measurement and Paid Amp teams to develop and implement media strategies, as well as bespoke, detailed measurement plans with appropriate tracking and reporting set up.
- Presenting : Be an excellent storyteller. Present our work and represent the company to existing and prospective clients in an engaging and impactful way.
- Escalation : Have high trust with clients and showcase exceptional dispute resolution capabilities as well as client objection handling skills, taking a solutions first approach and serving as a point of escalation where needed.
- Have 6+ years' agency or brand experience
- Have a proven track record of successful program delivery and account growth with large customer accounts
- Have experience managing a team, including career development, and be a natural motivator of people
- Have strong detail-oriented, organizational and interpersonal skills
- Thrive in an environment where collaboration, flexibility and scrappiness are valued more than job titles, rigid structure and legacy ways of working
- Be a curious self-starter with a problem-solving mindset and a proactive, can do attitude
- Have a solid understanding of the creator economy, social media advertising ecosystem and an insatiable appetite for learning about industry innovations
- Multiple languages is a plus
At Whalar, diversity, equity, and inclusion (DEI) isn't just a statement, it's our collective strength. Our people are our superpower. A diverse team and inclusive leadership have shaped Whalar since our inception in 2016, fueling a constant evolution of growth. We champion a culture of respect and empathy, fostering a sense of belonging that transcends demographics. We hire individuals of all backgrounds and empower them to thrive, challenge stereotypes, and actively break societal barriers.
The perks:Whalar provides flexible benefits and collaborative work environments/experiences, so employees can work productively in a setting that best and uniquely suits their needs.
- Private medical insurance
- Health cash plan
- 25 days of PTO + Sick days + Winter break
- Private pension scheme
- Monthly phone/internet reimbursement
- Professional development stipend
- New joiner Home office allowance
- Up to 16 weeks of paid maternity/paternity leave
- Calm App subscription (Add up to 4 dependents)
- Volunteer days
- Social programs
