26 is the visionary agency. We use intelligence and imagination to help brands create experiences that deeply connect with their customers, deliver powerful results, and accelerate their position in the digital-first world. As one of the leading digital agencies in the UK, we have big ideas and the skills to make these a reality for our clients.
We’ve spent the past 17 years at the forefront of innovation and we’re shaping the digital future. We work with ground-breaking start-ups and global scale enterprises, counting the likes of Fortnum & Mason, GHD, Wilko, Asda Money and Arla Foods amongst our clients.
The work we do spans every corner of the digital world; from data and research to digital strategy. From digital experiences to media campaigns.
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 and flexible working) both offices offer inspiring state-of-the-art working environment and facilities, along with support and focused learning and development opportunities surrounded by a diverse, innovative, and creative bunch who love to share knowledge and skills helping to generate bold ideas that push the possibilities of the digital landscape.
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 3 x per year agency evaluation processes and that feedback is captured and followed up on to constantly improve TRR 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 (1 per quarter or as agreed)
What you 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
Why be a 26er?
We are not just a group of people who work at the same place. We are a team who work collaboratively towards a common goal with our clients and with each other.
Being a 26er is about being part of a team who strive for excellence and support each other to work to the best of our ability; together we achieve great things. We have high expectations, and we give a lot in return, here are some of the amazing benefits we offer -
- Competitive salary
- Flexible and hybrid working
- Annual bonus
- Career development
- Training and professional development
- Outstanding private healthcare package for you and your family
- Enhanced holidays of 25 days plus bank holiday rising with service (plus an extra day for your birthday and Christmas eve)
- Employee assistance programme with access to mental health support and online GP
- Wellbeing activities such as morning meditation and yoga
- Perkbox
- Weekly food and drink treats
- Social events a-plenty
- £1000 direct application bonus* (when quoting code DAF23)
*By applying direct you will qualify for a bonus of up to £1000 when you pass your probation. To qualify for this, you must include the code DAF23 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 successful. 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.
We are shaping the digital future. Be part of our team. Be part of what comes next.
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.