Client Relationship Director

Client Relationship Director - Bewonder* Join to apply for the Client Relationship Director - Bewonder* role at JLL. This is an exciting opportunity to fill the role of Head of Clients in the Bewonder* team. Bewonder* is a creative consultancy that connects people and place through a range of services including Customer Experience, Digital, Placemaking, Wayfinding, Marketing and Communications. Reporting to the Head of Bewonder*, the Head of Clients is a critical role responsible for leading and managing the agency’s Client Service team and delivering a best‑in‑class client experience. Responsibilities Serve as the primary point of contact for top‑tier clients, ensuring ongoing satisfaction and alignment. Act as the voice of the client within the agency, championing their needs and expectations. Handle escalations, sensitive issues, or high‑pressure situations with professionalism and urgency. Initiate regular check‑ins, business reviews, and relationship‑building efforts to maintain strong client ties. Oversee the client feedback survey, identifying areas of development and improvement. Develop and oversee strategic plans for each key account, aligning agency output with client goals. Identify upsell and cross‑sell opportunities within existing accounts. Track client‑specific KPIs and ensure agency performance aligns with those targets. Lead the client service team to ensure best practise, creativity and innovation. Effectively manage client service workload allocations and resourcing requirements. Mentor associates, account managers and executives, supporting their development and performance. Foster a positive, collaborative team culture that promotes accountability and excellence. Ensure projects are delivered on time and within scope. Monitor budgets to ensure profitability and flag potential overruns early. Identify inefficiencies and recommend improvements in workflow or communication. Oversee the onboarding process for new clients, ensuring a seamless transition from pitch to project delivery. Develop and implement strategies to retain and grow high‑value clients. Represent the agency at industry events and in thought leadership opportunities. Raise the profile of Bewonder* to attract new business opportunities. Support new business development including identifying opportunities and leading on pitches, especially for high‑value or strategic clients. Play a key role in the Bewonder* senior leadership team. Work closely with the Head of Studio to ensure effective collaborations and ways of working across the agency. Key Skills A deep understanding of property and place, the ownership structure and ecosystem that exists as well as the role of brands and marketing communications. A passion for excellence across the entire client experience. A natural collaborator who works in the interest of Bewonder*, JLL and our clients. Excellent communication, presentation and interpersonal skills. Continuous improvement mindset and looks for new opportunities to enhance the quality of our work. Ability to lead and inspire both the internal team and clients. Energetic and collaborative team player who feeds off finding solutions to clients’ problems. Strong financial and commercial skillset to ensure work is done profitably. Authentic leadership style to create a culture of openness and honesty in the team. Ability to grow existing clients and attract new clients. Strategic thinking and creativity. Qualifications & Experience 8+ years of agency and client management experience. Proven track record in client satisfaction and growth. Proven track record in running, growing and developing a Client Service team. An entrepreneurial spirit with strong business acumen. Strong understanding of marketing principles, strategy, creative development and campaign execution. Ability to initiate and lead business discussions and drive ongoing engagements with C‑Suite level clients and JLL executives. Experience in operating in a fast‑moving company with multiple stakeholders. Outstanding written and verbal communication skills. Energetic and collaborative team player who feeds off goal setting and achievement. #J-18808-Ljbffr