Client Services Director

<span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Major Players are partnering with a reputable brand experience agency to hire a Client Services Director. We are looking for a talented client services professional to oversee an outstanding client portfolio across beauty brands, ensuring all work meets client objectives while delivering a best-in-class client experience. Acting as the primary client-facing lead for Brand Experience, you will ensure consistent, proactive and high-quality communication across all projects and touchpoints, nurture key client partnerships, identify opportunities for growth, and play a lead role in new business strategy and pitches.</span></span></span></span><br> <br> <span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">This is a strategic, client-facing leadership role suited to someone who thrives in a creative, fast-paced environment and is passionate about experiential marketing and brand storytelling. You will also be responsible for shaping and leading the Client Services function, and over time, evolving and embedding a Client Services playbook across the Brand Experience team.</span></span></span></span><br> <br> <span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><strong><span style="">Key responsibilities:</span></strong></span></span><br> <span style="font-size: 12.0pt;"><span style=""><em><span style="font-size: 11.0pt;"><span style="">Client Relationship Management</span></span></em></span></span> <ul> <li class="whitespace-normal" style="margin-top: 0.0cm;margin-right: 0.0cm;margin-bottom: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Lead across a defined portfolio of key Brand Experience client relationships, acting as a senior client partner and strategic lead</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Nurture and grow relationships with retained and project-based clients, ensuring a consistently best-in-class experience across all touchpoints</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Represent the brand with confidence, polish, and credibility in all client interactions from day-to-day communication through to senior stakeholder meetings and global events</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Translate client needs and insights into clear direction for internal creative and production teams, enabling delivery of high-impact work</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Identify opportunities to grow existing accounts through a deep understanding of client priorities, business challenges, and future plans</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Develop productive feedback channels with clients to drive continuous improvement across creative and project delivery</span></span></span></span> </ul> <span style="font-size: 12.0pt;"><span style=""><em><span style="font-size: 11.0pt;"><span style="">Leadership</span></span></em></span></span> <ul> <li class="whitespace-normal" style="margin-top: 0.0cm;margin-right: 0.0cm;margin-bottom: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Establish and lead a dedicated Client Services function within the Brand Experience division</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Create and embed consistent ways of working and client service standards across permanent and freelance teams globally</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Collaborate with Senior Leadership on resourcing, proposal outputs, and strategic direction</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Provide a client service lens on creative and production proposals, ensuring client objectives are at the heart of all work</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Act as a senior escalation point for complex or sensitive client conversations</span></span></span></span> </ul> <span style="font-size: 12.0pt;"><span style=""><em><span style="font-size: 11.0pt;"><span style="">New Business</span></span></em></span></span> <ul> <li class="whitespace-normal" style="margin-top: 0.0cm;margin-right: 0.0cm;margin-bottom: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Collaborate with leadership on new business strategy, prospecting, and pitching</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Identify and pursue organic growth opportunities within the existing client portfolio</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Build strong relationships across division leads to unlock cross-divisional collaboration and account growth</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Support the marketing and social strategy for the division, ensuring Brand Experience work is showcased to the highest standard</span></span></span></span> </ul> <span style="font-size: 12.0pt;"><span style=""><em><span style="font-size: 11.0pt;"><span style="">Commercial Oversight</span></span></em></span></span> <ul> <li class="whitespace-normal" style="margin-top: 0.0cm;margin-right: 0.0cm;margin-bottom: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Own the division pipeline, ensuring accuracy, forward planning, and profitability in line with monthly, quarterly, and annual targets</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Manage client MSAs, SOWs, rate cards, and procurement processes</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Work closely with finance to ensure timely and accurate reporting</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Present pipeline and new business updates at senior stakeholder meetings</span></span></span></span> </ul> <span style="font-size: 12.0pt;"><span style=""><em><span style="font-size: 11.0pt;"><span style="">Thought Leadership</span></span></em></span></span> <ul> <li class="whitespace-normal" style="margin-top: 0.0cm;margin-right: 0.0cm;margin-bottom: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Stay ahead of trends across the beauty, experiential, and events industries, bringing fresh thinking and innovation to clients and the wider team</span></span></span></span> <li class="whitespace-normal" style="margin-right: 0.0cm;"><span style="font-size: 12.0pt;"><span style=""><span style="font-size: 11.0pt;"><span style="">Act as a credible and inspiring voice for the Brand Experience division both internally and externally</span></span></span></span> </ul> <br> <span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><strong><span style=""><span style="color: rgb(33,33,33);">Skills required: </span></span></strong></span></span> <ul> <li style="margin-bottom: 0.0cm;margin: 0.0cm 0.0cm 0.0cm 36.0pt;margin-right: 0.0cm;"><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="">Agency background is essential </span></span></span> <li style="margin-bottom: 0.0cm;margin: 0.0cm 0.0cm 0.0cm 36.0pt;margin-right: 0.0cm;"><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="">You are a natural relationship-builder with genuine warmth, presence, and a personality clients remember </span></span></span> <li style="margin-bottom: 0.0cm;margin: 0.0cm 0.0cm 0.0cm 36.0pt;margin-right: 0.0cm;"><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="">Beauty industry experience is preferred, though exceptional candidates from adjacent sectors will be considered </span></span></span> <li style="margin-bottom: 0.0cm;margin: 0.0cm 0.0cm 0.0cm 36.0pt;margin-right: 0.0cm;"><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="">Some exposure to experiential or brand experience work, whether in a dedicated or integrated role </span></span></span> <li style="margin-bottom: 0.0cm;margin: 0.0cm 0.0cm 0.0cm 36.0pt;margin-right: 0.0cm;"><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="">Comfortable managing senior stakeholders at global beauty brands and representing the agency at the highest level </span></span></span> <li style="margin-bottom: 0.0cm;margin: 0.0cm 0.0cm 0.0cm 36.0pt;margin-right: 0.0cm;"><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="">Willing to travel internationally and flex working hours to support US-based client relationships </span></span></span> <li style="margin-bottom: 0.0cm;margin: 0.0cm 0.0cm 10.0pt 36.0pt;margin-right: 0.0cm;"><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="">Commercially minded with a strong understanding of pipeline management, scoping, and financial reporting</span></span></span> </ul> <span style="font-size: 12.0pt;"><span style=""><strong><span style="font-size: 11.0pt;"><span style=""><span style="color: rgb(33,33,33);">Hours:</span></span></span></strong><span style="font-size: 11.0pt;"><span style=""><span style="color: rgb(33,33,33);"> Full time</span></span></span></span></span><br> <span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><strong><span style=""><span style="color: rgb(33,33,33);">Salary:</span></span></strong><span style=""><span style="color: rgb(33,33,33);"> Up to </span></span><span style="">£75,000, dependent on experience</span></span></span><br> <span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><strong><span style=""><span style="color: rgb(33,33,33);">Office Location:</span></span></strong><span style=""><span style="color: rgb(33,33,33);"> Central London </span></span></span></span><br> <span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><strong><span style=""><span style="color: rgb(33,33,33);">Office requirements:</span></span></strong><span style=""><span style="color: rgb(33,33,33);"> 3 days per week in the office</span></span></span></span><br> <br> <span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="">Major Players are the UK’s leading marketing and creative talent agency, and over the last three decades we’ve consistently championed our people and communities. As a proud B Corp™, we are committed to improving diversity, equity and inclusion within the industries we service, creating impactful and sustainable change for our partners, candidates and employees. </span></span></span><br> <span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="">We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law. For further information about our DE&I commitments, please visit: </span><a href="http://www.majorplayers.co.uk/diversity-equity-inclusion/" style="color: blue;text-decoration: underline;"><span style="">www.majorplayers.co.uk/diversity-equity-inclusion/</span></a></span></span><br> <br>