Senior Client Services Manager

CARMA is a globally-trusted media intelligence leader with decades of experience helping PR and communications professionals monitor what matters, measure what’s meaningful, and demonstrate the value of their work. We combine cutting-edge technology, including AI-enabled media monitoring across print, online, broadcast, and social channels in 100+ languages - with deep human expertise to deliver actionable insights that inform strategy and drive business-critical decisions. With a diverse global team supporting thousands of organisations worldwide, CARMA empowers partners to turn complex media data into clarity and context, elevate the impact of earned media, and deepen understanding of stakeholder influence across markets.

Role Overview

Client Relationship & Account Leadership

• Build and maintain strong, trusted relationships with key clients.
• Act as the primary strategic advisor, positioning CARMA as an industry leader in media intelligence and insights.
• Ensure client satisfaction through proactive engagement and consultative support.
• Conduct regular account reviews to monitor account health, performance, and opportunities for improvement.
• Anticipate client needs and proactively propose solutions.

Retention, Growth & Commercial Impact

• Drive client retention and renewal success.
• Identify opportunities to grow accounts through insights products, dashboards, and expanded monitoring scope.
• Support negotiations and renewal processes
• Collaborate with Business Development to identify expansion opportunities and cross-sell services.
• Support market expansion initiatives in priority markets such as China, Taiwan, and Korea.

Service Delivery & Operational Excellence

• Ensure all deliverables meet CARMA’s quality standards and timelines.
• Liaise with Business Development and internal teams for accurate project activation and smooth onboarding.
• Coordinate with internal departments to resolve platform, data, or reporting issues.
• Maintain accurate records of client requests and service adjustments.
• Proactively identify risks that may impact service delivery and implement preventive measures.

Team Leadership & Management

• Lead and work collaboratively with Client Services Team in Hong Kong
• Ensure team members meet performance standards and achieve key KPIs, including:
• Client satisfaction & retention
• Renewal success
• Upsell & revenue growth
• Service quality & timeliness
• Foster a culture of accountability, collaboration, and continuous improvement.

Strategic & Regional Collaboration

• Report to the APAC Head of Client Services and Market General Manager on account performance, risks, and growth opportunities.
• Provide market insights to support strategic decision-making.
• Work closely with regional leadership to align service delivery with CARMA’s growth strategy.
• Support Business Development teams in regional expansion and strategic client pursuits

Success Measures

• High client retention and renewal rates
• Growth in account value and insights adoption
• Strong client satisfaction and partnership depth
• Consistent delivery quality and operational efficiency
• Team performance and capability development

• Bachelor’s degree in Communications, Marketing, Business, or a related field.
• 4–5+ years of experience in client servicing, account management, communications, media intelligence, or related industries.
• Excellent written and spoken English, with proficiency in Cantonese and Mandarin; additional Asian languages are an advantage.
• Proficient in Microsoft Office applications and Chinese word processing.
• Strong relationship-building skills with the ability to establish trust and credibility with clients and stakeholders.
• Excellent people management and interpersonal skills, with the ability to motivate, coach, and work collaboratively with teams.
• Strong organisational and problem-solving abilities, with attention to detail and follow-through.
• Ability to deliver high-quality work within tight timelines and limited resources in a fast-paced environment.
• Working hours: 9:30 AM – 6:00 PM.
• Candidates should indicate expected salary in their CV.

• 21 days Annual Leaves per year post 6-month probation

• Medical Insurance plan