Client Business Director

Grounded in a talent-centric mindset, Maker Lab is a marketing agency designed to build decentralised technology-led agency teams, rooted in collaboration with clients from the ground up. Maker Lab’s cross-functional teams of multidisciplinary specialists are embedded into client teams across digital marketing competencies — from measurement & analytics to content production.

Role Overview:

As the Client Business Director, you will lead the strategic, operational, and commercial aspects of client accounts. You will act as a trusted advisor to senior client stakeholders while ensuring the day-to-day execution of campaigns runs seamlessly.

This role blends strategy, client leadership, and operational oversight with a strong focus on commercial outcomes. You will translate client objectives into actionable marketing strategies, optimise campaigns using data-driven insights, and ensure internal teams are aligned to deliver exceptional client experiences.

You will also lead new client onboarding, coordinating across teams to ensure clarity of roles, operational alignment, and a smooth start to the partnership. Your ability to combine strategic thinking, commercial acumen, and hands-on operational leadership will ensure clients achieve and exceed their business goals.

Key Responsibilities:

Client Relationship Management

• Act as the primary strategic advisor for clients, building trusted relationships with senior stakeholders.
• Ensure clients are consistently engaged, informed, and satisfied with both strategy and execution.
• Understand client business objectives, industry context, and challenges to provide actionable recommendations.
• Maintain clear, proactive communication across all client touchpoints.
  
  

Strategic Insight & Recommendations

• Analyse team KPIs, and campaign performance to provide strategic guidance.
• Lead quarterly business reviews (QBRs) with data-driven insights and forward-looking recommendations.
• Identify opportunities for optimisation, growth, and innovation.
• Lead RFP responses, coordinating cross-functional teams to maximise performance and deliver compelling proposals
  
  

Operational Oversight

• Partner with the Account Operations team to ensure seamless day-to-day management of client accounts.
• Lead the onboarding of new clients, ensuring all internal teams are aligned on goals, deliverables, and processes.
• Anticipate potential issues and proactively resolve them to ensure smooth client operations.
  
  

Growth & Opportunity Identification

• Identify upsell, cross-sell, and new business opportunities within existing client relationships.
• Monitor market trends, competitive activity, and emerging technologies to inform client strategy.
• Own organic growth numbers working with our Head of Growth to track and ensure delivery
  
  

Team Collaboration

• Work closely with cross-functional teams to implement strategies efficiently and effectively.
• Collaborate with leadership to ensure client strategies align with broader business goals.
• Mentor and guide team members in delivering exceptional client experiences.
  
  

Requirements

• 12+ years in client strategy, account management, or marketing, ideally in an agency environment.
• Proven experience in senior client-facing roles managing multiple accounts, with a track record of driving client growth and satisfaction.
• Commercially savvy: enjoys working with numbers, understands budgets, P&L, and financial metrics, and can translate insights into strategic recommendations and business decisions.
• Strong strategic thinking and problem-solving skills, with the ability to make data-driven decisions that balance client objectives and business goals.
• Exceptional client relationship management, communication, and leadership abilities, with experience engaging senior stakeholders.
• Experience leading cross-functional teams, managing complex projects, and aligning operational execution with strategic priorities.
• Proactive, results-driven, and highly organised, with the ability to manage multiple priorities while maintaining high standards.