twentysix Digital
Ref
18379
Team
Client Services
Location
Leeds, Manchester
Salary
Competitive plus excellent benefits
Description

twentysix is a leading digital agency that develops digital platforms and marketing that drives business change and performance. Connected by data, insight and strategy, we specialise in user experience (UX), development and performance marketing.

We have over 150 digital specialists working with us across Leeds and London, and our clients include the likes of Arla, P&G, Fortnum & Mason and Corinthia Hotels, to name a few.

We are looking for Client Services Director to head up our Client Services Media team. Reporting to the Chief Client Officer, The Media Client Services Director (M-CSD) will provide leadership across their defined Client Service team acting as the senior figure responsible for the delivery of excellent client experience leading to strong financial performance, account retentions and account growth.

The M-CSD is focused on client success and under pinning this will be an expectation to drive strategic client development activity, following and contributing to the agency framework for strategic client development and ultimately deliver this to key accounts. You will be passionate about client detail and provide senior support to our top and most prosperous clients, whilst monitoring and directing your team to do the same across your entire client set.

You will unite your team behind the client success vision and be a driving force for the agency, team and client performance which will support the business in delivering it’s strategic and financial objective.

You will also form part of the Senior Leadership Team (SLT) for the Media function and will play an active role in this SLT so that we can deliver the end-to-end digital media planning & delivery vision for the business.

Based in our Leeds or Manchester city centre office (hybrid working) both offices offer inspiring state of the art working environment and facilities, along with support and focused learning and development opportunities surrounded by experienced digital experts, you can build and excel within your career.  

 

WHAT YOU’LL BE DOING

 

  • Objectives / Strategy: working with the CCO to define a vision, strategy, and associated objectives for the CS team. Providing details around key initiatives, timings and KPIs (aligned to overall agency ambitions)
  • Client satisfaction / success: ensure that clients participate in our evaluation processes and that feedback is captured and followed up on to constantly improve scores
  • Manage: Leadership of M-CS team with responsibility for creating a high performing team that is focused on delivering excellent client experience and ultimately repeatable client success
  • Numbers: Forecasting and delivery of total revenue numbers, driving your team towards commercial targets
  • Reporting: Weekly and monthly revenue governance and reporting to CCO and wider CS teams to create a unified picture of revenue performance
  • Governance: Owns the updating and maintenance of all core business systems and documents – billing sheets, invoicing, Hub Spot (team focused), KAP plans, client mapping and other associated documents and systems
  • Client escalation: Lead role in solving client issues, acting as triage and mentor to team on effective client resolution practices
  • Sales support: Participation in sales processes including pitching, solution design and pricing
  • Ops support: Supporting Ops and resource planning through the provision of accurate information and the participation in appropriate meetings / conversations as required
  • Client Stories: Create client success stories / case studies 

 

 

 

WHAT WE NEED

 

Skills/experience:       Extensive agency experience, with substantial experience in a senior capacity

                                    Demonstrated track record of client relationship development.

                                    Demonstrated background of working on multi-channel acquisition accounts at a senior level

                                   

 

Key Attributes:           Ability to demonstrate high performance behaviours including influence, empathy, people development and team building.  Ability to analyse and resolve problems quickly and effectively.  Ability to select, develop and motivate staff.  Able to demonstrate tact, diplomacy, discretion and maturity in relation to interacting with people at all levels.  Ability to deliver true consumer insight at the highest level of planning.

 

Technology:                Proficient in the use of MS Office Suite, Internet browsers and HubSpot

 

 

WHAT YOU’LL GET IN RETURN

  • Competitive salary
  • Flexible working
  • Annual bonus
  • Career development
  • Training and professional development
  • Outstanding private healthcare package for you and your family
  • Enhanced holidays
  • Employee assistance programme
  • Perkbox
  • Quarterly staff benefits
  • Weekly sweets, beer and snacks
  • Social events a-plenty
  • £1000 direct application bonus* (when quoting code DAF21/22).

 

*By applying direct you will qualify for a bonus of up to £1000 (dependent on level of position) when you pass your probation. To qualify for this, you must include the code DAF21/22 in your covering letter.

We welcome applications from previous candidates and pride ourselves of on our values with equality at the core. We do this by hiring and developing a diverse mix of talented people that contribute to our success. Creating a culture of equality isn’t just the right thing to do, it’s also the smart thing. Diverse companies are more innovative and better positioned to succeed. We strive to create a workplace where everyone feels empowered to bring their full, authentic selves to work.

If you require any of this information or an application form in an alternative format, or you would simply like to discuss the role, please contact our Talent Manager, Alexis Beach – alexis.beach@twentysixdigital.com

Polite notice to recruitment professionals

Please do not contact us regarding this role. While we respect that many companies do need recruitment agencies, we do not at the moment, and we are happiest recruiting for ourselves. Any resume submitted to us before any agreement with us will be deemed the sole property of twentysix, and in the event of a candidate being hired outside of an agreement, no fee or payment of any kind will be paid.