Client Services Director

Overview

We are hiring an experienced "
Client Services Director
" to be responsible for the performance and profitability of the entire account service teams and overseeing all of the clients. The position will report to the Managing Director.

• Lead and provide direction to the account team to add strategic value to client brands
• Exceed client's expectations through efficient and effective delivery of services
• Set the strategy for the Account teams and contribute actively to the formulation and articulation of the strategy and the execution
• Take ownership of relevant objectives and action plans in the Department Scorecard and drive achievement on these
• Participate in Balanced Score Card review to report progress and discuss issues and corrective actions to meet departmental strategic objectives
• Prepare a year-end review presentation on the account and discuss future projections for the account business
• Give inputs on contract terms and if they need to be modified
• Stay up to date with the Account Directors on the status of each account
• Work and contribute actively to a new pitch as a part of the pitch team if required
• Development, improvement, changes and benchmarking of SOPs
• Ensure that accounts team is well aware of and understands the departmental processes
• Encourage and lead the CS team to communicate with other teams to share knowledge, best practices and new developments
• Contribute to creating smooth communication channels across functions
• Collaborate to make Knowledge sharing initiatives successful within CS and cross-functionally
• Conduct periodic training sessions for AMs and AEs to ensure continuous growth within the agency
• Establish communication channel with network for regular sharing of information, knowledge and resources
• Conduct meetings with network on a periodic basis to discuss issues and deliver better value to clients
• Conduct quarterly reviews with the clients to review last quarter and discuss plans for the next quarter and other issues
• Based on industry and market information and competitive trends, conduct a fortnightly meeting with team to discuss implications on client brands
• Lead brainstorming session involving account teams to finalize the proactive initiative to be presented to the client
• Prepare a proposal detailing the initiatives and get client approval and buy in
• Keep track of proactive initiatives not accepted by the client and incorporate in Client Review
• Motivate and guide the CS team members to excel individually and as a team
• Counsel and address grievances of the teams through active involvement
• Contribute to maintaining an open and learning culture within the teams

• 9-11 years of experience in Account Management with 1-2 years as an Sr. Account Director/CSD in a reputed agency
• Graduate in any field, a degree in the advertising/communications field will be preferred
• Knowledge of the advertising industry, creative and production aspects
• Strong influencing style and executive presence; articulate and confident
• Strong leadership skills and the ability to work as part of a team
• Persuasive ability and assertiveness while dealing with tricky issues
• Strong interpersonal, presentation and communication skills
• Ability to analyse and interpret information
• Ability to train and motivate team members and foster a cooperative work environment
• Decision making skills