Client Services Director

**Description**

**GROUP EAST **is a data-driven marketing agency, bringing together Analytics, Tech and Creative. We’reabout empowering creativity with data.

We’re an international team across fields from advertising, data science, technology, consulting to content creation who got together to chase new ideas and new innovations. An agency thatdraws on and learns from each other’s experiences and the diverse pool of talent we have.

We are looking for a Client Services Director to provide a strategic layer for Client delivery,

responsible for ensuring account delivery is aligned to client expectations and coaching the

creation of a strategic account roadmap, which is aligned to client business objectives and

clearly demonstrates the link between client market performance and effective talent

acquisition.

The CSD coaches Account Leader performance and career growth through account trend

analysis across critical areas such as transformation to advisory, proactive sourcing and talent

We are a rapidly growing business and our success to date can largely be attributed to the

experience we have brought on board and fostering an environment where we value new

thinking always. The ideal match for our culture is a self-starting individual that is resourceful in all conditions, delights in the fine details of their craft, and works quickly and flexibly to get the job done. Humility and collaboration are also a big part of your DNA. Sounds like you? Please say hi. This position can be remote as long as you’re in the same time zone.

**Great Things about EAST**:

- Location flexibility
- Individualism (trust in your work and execution) with the support of the entire team
- A team that lets their hair down and has fun

**Role Purpose**:
We are looking for an experienced client servicing individual to lead our client

management discipline. Initially evaluating the current state, to then develop a

future state and then execute a plan to get us where we need to be. Somebody who

isn’t afraid of change and doing things differently and knows the difference between

traditional advertising and the industry’s future

**Key Responsibilities**:
**Main Accountabilities**:

- To support the performance of account leaders and teams through co-development of

account roadmaps inclusive of continuous improvement, aligned to client business

objectives
- Review trends to understand future industry landscape and ensure effective navigation

to exceed client expectations
- To coach and grow leadership teams to support APAC continued new client acquisition
- Implement effective change management to ensure adoption of new ways of working or

initiatives which support continued evolution of client management
- Drive financial performance to out-perform budget through coaching on productivity and

account expansion

**Client Management**:

- Review of account stakeholder mapping and communication to ensure key stakeholders

understand delivery progress.
- Ownership and proactive engagement with assigned senior client stakeholders to

understand client vision/strategy and subsequent alignment to account roadmaps
- Review of account planning - 1. Continuous Improvement roadmap which is reviewed

monthly and owned by Account Leader, and 2. Strategic Roadmap which is aligned to

client business objectives, reviewed annually and co-created by Account Leader and

CSD but owned by CSD
- Co creation with Account Leader on Quarterly Talent Advisory Meeting deck to ensure

thought leadership content aligned to client business objectives and Strategic Account

Roadmap
- Review of both client QBR’s to ensure client receives effective work output and delivery
- Participation in client Monthly Business Review which is an Operational KPI review

**People Management**:

- Quarterly Conversations to understand career aspirations of each Account Leader
- Creation of Individual Development Plan in collaboration with Account Leader following
- Weekly 1:1 with direct report for operational review

**Financial Performance Management**:

- Effective forecasting of potential surges or reductions in volume demand and impact on

financials
- Mitigation planning to ensure financial performance is achieved
- Management of financial penalties to mitigate risk for RSR and penalty pay-out
- Thorough understanding of the contract to ensure that all risk is mitigated, invoices

submitted and paid correctly