Client Services Director

Found in: Talent UK C2 - 1 week ago

Northampton, United Kingdom Altavia Full time

Department: ClientServices

Reporting to: ManagingDirector

Direct reports: Senior Account DirectorsAccount Directors and indirect to widerteam

Overview of the role

Asthe Client Services Director at Altavia.UK you will assume apivotal role in making a difference via leadership of our ClientService function within our dynamic and creative agencyspecialising in Retail Activation and Communications within theShopper Marketing discipline. This senior position demands a proventrack record and holistic approach requiring you to not onlyenhance external client satisfaction growth and profitability butalso foster excellence in Client Servicing internally whilstmaintaining effective working relationships with other departmentaland country/territory leads.

Your primaryresponsibilities include establishing persuasive clientrelationships at the highest level developing and nurturing talentproviding strategic commercial and operational direction for theClient Services (CS) team and identifying opportunities where ourCS team can make a difference to our diverse domestic andinternational clientele showcasing Altavia.UK as a leading RetailActivation and Communication Agency.

This rolemakes a difference by

Spearheading excellence inclient servicing acrossAltavia.UK.

Responsibilities

1.Client Satisfaction andGrowth:

  • Develop and maintain stronglonglasting and beneficial client relationships at the highestlevel.
  • Elevate existing client relationships byutilising past experiences to help guide others in thedepartment.
  • Involvement in negotiating settingand policing client contracts and clientSLAs.
  • Proactively identify opportunities foraccount growth via service lines and increased clientengagement.
  • Collaborate with crossfunctionalteams leads to ensure the successful delivery of critical clientprojects and campaigns.

2. ClientProfitability:

  • Strategically manageand plan client portfolios and teams to optimize serviceprofitability across existing and new servicelines.
  • Analyse financial metrics and providerecommendations for maximizing revenue streams across thedepartment and within specific teams.
  • Workingwith and supporting direct reports to create annual account plansand forecasts that are realistic but also show a growthmindset
  • Work closely with the finance team anddirect reports to ensure effective cashflow via accurate andtransparent billing processes.

3.Internal Client ServicingExcellence:

  • Lead mentor and inspire aculture of exceptional the Client Services team to deliverexceptional service levels
  • Celebrate andchampion exceptional Client Servicing across the agency andgroup.
  • Foster a culture of collaboration andeffective communication within the team and across departments andcountries/territories.
  • Establish and monitorkey performance indicators (KPIs) to measure internal ClientServicing effectiveness.
  • Establish links withnoncompeting Client Servicing leads sharing and seeking knowledgeof best practice Client Servicing.

4.Strategic and OperationalDirection:

  • Collaborate with seniorleadership primarily in the UK but also in group territories todevelop and execute strategic plans for the Client Servicesfunction.
  • Provide guidance on operationalefficiencies and process improvements based on proven expertiseregularly.
  • Stay abreast of industry trends andensure the integration of best practices into Client Servicingstrategies.
  • Play an active role in the agencysenior management team and embody our proposition to ultimatelymake adifference.

Requirements

Thisrole demands a forwardthinking and collaborative leader with apassion for client satisfaction and a track record in businessgrowth. Your strategic vision and operational expertise will beinstrumental in driving the success of Altavia.UKs client servicesfunction and ensuring sustained growth and build the agencysreputation.

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