Client Service Director at Hamilton Lloyd and Associates

Job Summary

• The Client Service Director shall build up, lead and support the client service/account team and grow the existing clients’ relationship and ensuring that revenue targets are met and grown yearly whilst ensuring client health and profitability.
• The Client Service Director is charged with all general management aspects of the account management team, including team collaboration, team harmony, big-picture strategic thinking, and financial performance.

Job Responsibilities
Finance:

• Responsible for reaching existing client revenue targets.
• Responsible for growing the account portfolio 15 % per year.
• Accountable for client profitability (PBIT~30%)
• Regular forecasting and reporting on client figures (revenue, effectiveness, profitability) together with the Financial Director.
• Compiling client financial agreements and retainers together with the Account Directors (and sometimes PMs).
• Review of contracts, scope of work and commercial policy 90 days prior to anniversary date of contracts.

Client & Account Management:

• Personally leading 1-3 key client relationships.
• Having a deep understanding of the clients' industries/business areas, personally leading and advising them on direction in the digital ecosystem using company tools such as ICP.
• Building strong client relationships at the highest levels with all existing clients nationally ultimately responsible for being the marketing consultant to the client.
• Conducting quarterly account reviews and planning sessions with each Account Director.
• Ensuring the agency has a clear understanding of the client's strategic business, marketing, communications and media objectives (together with Account Directors).
• Ensuring client satisfaction through quarterly surveys.
• Accountable that all client contracts including NDA, SLA, are in place.
• Initiate long-term development projects for clients that will contribute to greater agency revenue and profits.

New Business:

• Supporting the company's New Business strategy by active personal involvement, working together with the MD, CDs, Strategists and Account Directors.
• Actively pursue business development opportunities with the Company's clients and supporting account directors selling additional services.
• Responsible for the completion of all commercial pitch packs and the financial orchestration of fees together with the Account Directors (and the MD).
• Leader for (Group) Account Directors and Account Managers.
• Lead and manage the client service team (Account Directors and Account managers)
• Ensuring Account Directors have a thorough understanding of all the services offered by the agency among others (and that all services are presented in client solutions where relevant).
• Appraisals and personal development of the client servicing team (setting and reviewing targets, contributing to remuneration conversations).
• Train, motivate and develop account team members to a high level of performance.
• Demonstrate and teach how to think strategically and run workshops.
• Suggest and with the help of the account directors, IT and Admin Manager deploy internal tools and frameworks to make day-to-day accounts work more flexible and profitability KPA
• Meeting company & client revenue budgets (Trigger for the bonus)
• Client health and satisfaction (measured 4x a year) (baseline & target TBD)
• Growing the client portfolio value 15 % per year.
• Yearly growth in selected clients (target 25 % growth in:
  • Number of clients
  • Revenue via other network brands); baseline TBD
• Leadership skills: respected and liked leader

Man Specification

• Education: Bachelor's degree in Sales, Marketing, Business Management
• Experience Required: 8+ years of experience within the industry

Required Skills/Abilities:

• Excellent problem solving skills with the ability to envision and deliver innovative solutions for clients
• Solid financial understanding including agency revenue and profit models
• Account Management in an agency world (people, process, tools).
• Team Management & leadership skills.
• Strong negotiation skills.
• Sales Management.