Essence Senior Client Services Director

**About Essence**

Essence, part of GroupM, is a data-driven global agency that blends data science, objective media and captivating experiences to build valuable connections between brands and consumers. Clients include Google, Scoot, and the Financial Times. The agency is more than 1,100 people strong, manages over $3B in media spend and deploys campaigns in 71 markets via its global offices throughout North America, EMEA and APAC.

**About the role**

The Client Services team is accountable for the direction, organization and delivery of digital marketing activities for our clients. We are the owners of the day to day relationship ensuring Essence delivers flawlessly against client objectives on each and every campaign.

**Relationship management**: be a trusted advisor and partner to senior stakeholders at Google, inspire trust and confidence and have the equity to state a point of view, even if contrary.

**Leading a high caliber team; high influence, limited authority**: This is perhaps one of the brightest and smartest teams in the ecosystem whose trust and respect will need to be earned.

**Leading the thinking on the business, quality of work** - all our thinking, planning, campaigns are solving for a business problem / task / objective. It’s the client leader’s job to partner Google on the business task. The person should have the ability to zoom in and out as the need arises - zoom out to ensure the solution is aligned to the task at hand and zoom in enough to ensure quality of work and response.

**Ability to create, oversee and ensure process and operational diligence**:

- Our clients task us to the most stringent quality norms and standards and while we have experts who drive processes, ensuring we deliver to them and are always audit ready is required from the person managing the business.

**Ability to inspire beyond business as usual -** Driving innovation, experience, creative thinking is an art - it requires both left and right brained thinking, and involves understanding the business and media to be able to create a perfect symphony.

**Cultural integration - **Essence wears its culture on its sleeve and fitting within this culture and adding to it is our constant endeavor. We are a high touch, people focused organisation and with every new addition to our team, we are looking to strengthen our building blocks

**Some of the things we’d like you to do**_:_**
- Own and maintain relationship with primary client point of contact and build relationships with senior and VP clients
- Responsible for all client communications, conflict resolution, and reasonable compliance of promised deliverables to clients.
- Review all major deliverables to ensure quality standards and client expectations are met
- Ensure client expectations are being set and met for every campaign and are clearly defined
- Manage client satisfaction throughout the campaign lifecycle and beyond, ensuring issues and challenges are actively identified and mitigated
- Manage commercials of account(s), including staffing / scope and financials
- Oversee project management support during the campaign lifecycle to ensure on time completion of deliverables, coordinate across practices, identify potential risks and issues
- Provide regular two-way communication between the client and internal team so as to ensure strong team representation and proper setting of client expectations.
- Identifying knowledge gaps and organise/conduct trainings to upskill the client
- Build strong ties with leads across disciplines to produce successful campaigns, maintaining high levels of communication throughout campaign lifecycle
- Interrogate work before client delivery to ensure it meets the brief and expectations
- Global coordination by facilitating knowledge and context sharing across Essence regions
- Analyze information skillfully provided by team members to problem solve creatively, troubleshoot, and develop alternative solutions
- Provide timely and actionable feedback to the team to aid in improvement client satisfaction
- Foster strategic relations with key agency partners and publishers to drive media innovation for continuous test and media efficiencies, lead in fulfillment of master agreement(s) and be a point of escalation
- Collaborate with cross-functional teams to identify upsell/cross-sell opportunities to grow the accounts further
- Ability to address and provide rationale on the media strategy and support team strategy during client presentations/huddles

**A bit about yourself**:

- Strong written and verbal communication skills across all platforms
- Expert organizational skills, great attention to detail and ability Q/A work
- Strong **integrated media marketing background**with a focus on digital media
- Working knowledge of the digital media ecosystem with the ability to assess the performance of assigned media dollars against their intended outcome, across both brand and DR objectives.
- **Ability to work with partn