Head of Client Services, Apac

2 weeks ago

Singapore CHANNEL FACTORY ASIA PACIFIC PTE. LTD. Full time
**Head of Client Services, APAC

The Head of Client Services - APAC plays a key leadership role in growing Channel Factory's client base by ensuring our Client Services and Customer Success Solutions team uphold an exceptional standard of client servicing and account management through effective campaign management, reporting, insights and consultation.


You'll build strong relationships with our clients across media agencies and brands direct, advising on opportunities to best optimise campaign performance through Channel Factory, and to ensure that the client best comprehends the value proposition of working with Channel Factory, and the value of contextualised campaign management can deliver.

You will be the go-to for complex client needs and campaign queries.

You will also work collaboratively with other team members within the Client Services team to ensure effective onboarding and upskilling, and to ensure a consistently high standard of service is maintained across the entire client portfolio across our Client Services team in APAC.

You are brilliant with data, and reports and can handle multiple deadlines simultaneously.

You are motivated to go above and beyond for clients and have a strong understanding of the AdTech landscape with expertise in video.

You build collaborative relationships with our clients, and your Sales and Campaign Management teams, and capitalise on the knowledge sharing amongst the global Account Management cohort to ensure we uphold the best practice client servicing standards.

The core responsibilities of the role (but are not limited to) include the following:

Responsibilities:

  • Responsible for overseeing the successful and timely launching, maintaining and reporting of our client's campaigns
  • Working alongside the rest of the APAC Client Services team to grow a book of business by focusing on client retention, growth, renewal, and satisfaction
  • Take the lead as well as provide senior leadership on the APAC's most prominent client accounts, ensuring strong account growth and client retention results are maintained
  • Train and mentor other Client Service team members to continue to build out capability in this area
  • Provide strong leadership and service direction for our Customer Success Solutions team
  • Partner with regional Client Service leads across the global Channel Factory team to ensure best practice and innovation remain the top priority in the way we work with clients
  • Staying proactive in your work with key clients, always one step ahead
  • Respond with urgency to general client requests using your understanding of all internal systems
  • Generating thorough campaign reports that address overall metrics, wins and insights
  • Monitoring campaign pacing and KPI performance and conducting ongoing discussions with relevant internal team members and clients; proactively addressing any issues
  • Maintaining and updating proficiencies in the video marketing space
  • Support APAC Client Service Team with any daily tasks needed
Success metrics

  • Campaign performance metrics
  • Minimisation of budget wastage
  • Adherence to SLAs for and with our clients
  • Glowing and exceptional feedback from our APAC clients
  • Account retention and growth (QoQ and YoY)
  • Product and platform knowledge
  • Ability to engage and communicate with customers (both written and verbal)
Experience required

  • 7+ years in an Account Management/Client servicing role within a digital team
  • Team leader and experience in people management
  • Bachelor's Degree (or higher) in Business, Marketing or a related field
  • Channel knowledge of video and the broader AdTech ecosystem is highly regarded
  • Proven solutionsoriented work style
  • Strong relationships with digital teams across major media agencies & holding groups in Australia
  • Collaborative and teamoriented work style
  • Strong with data, reporting and insights

About Channel Factory


Channel Factory is a global technology and data platform that maximizes Brand Suitability, Brand Safety and Performance on YouTube, turning YouTube's 5+ billion videos into safe, contextually targeted, and efficient advertising opportunities.

Channel Factory's mission is to create a suitable video ecosystem that connects creators, brands and consumers by giving advertisers access to the most relevant content on YouTube.

Channel Factory is an official YouTube measurement partner and has a global partnership with Integral Ad Science.

Channel Factory works with 500+ global advertisers and has offices across the USA, Europe and Asia.

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