Director of Client Services

This is a senior leadership role for someone with deep agency experience and a proven track record in real estate client servicing. You will own a portfolio of 5–6 clients end-to-end — accountable not just for delivery, but for the commercial health, growth, and retention of every account. You will be the senior-most point of contact for clients, the face of the agency in key relationships and industry circles, and the leader responsible for building and mentoring a strong servicing team beneath you.

Responsibilities

Own revenue and retention targets across the assigned portfolio, with accountability for account profitability and year-on-year growth
Own and manage senior stakeholder relationships and expectations on both client and agency side
Serve as the top point of contact for client escalations, resolving issues with sound judgment and urgency
Oversee day-to-day operations across 5–6 clients, ensuring consistent quality and delivery standards
Identify and drive upsell and cross-sell opportunities to grow account value and agency revenue
Represent the agency in industry forums, client events, and networking opportunities to build the agency's profile
Partner with creative, copy, and strategy teams on the bigger picture — shaping campaign direction and brand strategy
Lead client pitches, renewals, and commercial negotiations on the portfolio
Lead and mentor a team of 2–3 Account Managers, supporting their growth and reviewing their output
Set the standard for presentations, reporting, and client communication across the portfolio
Provide senior strategic input on brand positioning, communication direction, and campaign effectiveness
Forecast and report on account performance, risks, and growth opportunities to agency leadership

Qualifications

5+ years in a Tier 1 or Tier 2 agency
Minimum 4 years working on a couple of marquee brands across industries
Real estate experience is a must
Demonstrated track record of growing account revenue and retaining clients long-term
Prior experience managing and developing a team of account managers/executives
Established network and credibility within the real estate or broader marketing industry
Strong presentation, analytical, and communication skills at a senior, client-facing level
Mid to top-level strategic thinking — able to connect campaign work to broader business outcomes
Commercial acumen — comfortable owning P&L responsibility for a portfolio of accounts
Strong negotiation skills, particularly around renewals, scope, and pricing
Proven people leadership — coaching, delegating, and developing a servicing team
Composure and sound judgment when managing escalations or high-stakes client situations
Ability to balance hands-on account oversight with big-picture strategic thinking
Strong external presence and networking ability within the industry