Client services director

Client Services Director 

Adgen are a top 5 specialist media agency dedicated to serving the higher education (HE) sector, partnering with leading institutions across the UK. Our mission is to deliver impactful, innovative media solutions that enhance the reputation and student recruitment efforts of our clients. As we continue to grow and double down on our client-centric ethos, we are looking for an experienced Client Service Director to lead our client-facing teams, ensuring exceptional service and delivery.

Role Overview:
The Client Service Director will be a key member of the senior management team, responsible for overseeing client relationships, managing high-profile accounts, and ensuring the agency diligently delivers to client and contract expectations. This role requires a strategic leader with in-depth experience in both the HE sector and media agencies, who can uphold the highest standards of service, motivate teams, and deliver profitability and growth for the agency. The role will be split between our Leamington Spa and Swansea offices, with flexibility required for travel between sites and to client locations across the UK.

Key Responsibilities:

Client Leadership & Relationship Management:
•Serve as the senior point of contact for key HE sector clients, building long-term, trusted relationships.
•Lead negotiations and manage client agreements, including design and implementation of Service Level Agreements (SLAs), regular service reviews and contract renewals.
Ensure the agency consistently delivers to client expectations, exceeding SLAs and key performance indicators (KPIs).
•Oversee the successful delivery of media campaigns for the agency, contributing to the strategic planning recommendations for larger campaigns, ensuring that campaign objectives align with client goals and agency expertise.
•Demonstrate a deep understanding of core media planning insight tools and systems, such as TGI and Nielsen, and how these can be effectively deployed to add value to higher education clients.
•Work with cross-functional teams (Creative, Design, Digital delivery, etc.) to ensure budgets, timelines, and resource allocations are adhered to, managing risks and identifying opportunities for continuous improvement.

Profitability & Business Growth:
•Work closely with the Managing Director and senior leadership team to develop and implement strategies for agency growth and client success.
•Key leader of and contributor to tenders and other new business efforts that expand Adgen’s success in the HE market.
•Identify opportunities to grow existing client accounts.
•Feel confident in spotting opportunities to enhance the value Adgen can offer clients by realising opportunities to develop client relationships through the suite of marketing services offered by Audience Collective.
•Manage net profitability of client accounts to meet revenue and margin targets whilst retaining a clear focus on excellent service delivery.

Team Leadership & Development:
•Lead, support, and develop a team of Account Directors and their client delivery teams, ensuring a motivated client service team, fostering a high-performance culture that delivers best in class work.
•Champion the use of data-led planning approaches, maximising the value from enterprise-level planning tools and systems such as TGI.
Set clear performance goals and support team members in their professional development.
•Create a collaborative working environment across both the Leamington and Swansea sites.

Forecasting & Reporting:
•Own and lead gross profit (GP) reporting across client accounts, ensuring accuracy and timeliness in line with group expectations.
Optimise net profitability by ensuring effective processes and accountability across teams.
•Be accountable for the accuracy and consistency of reporting and forecasting processes, working closely with Account Directors to ensure that they are equipped to deliver excellence in reporting.
•Establish and maintain effective procedures for financial forecasting, ensuring that both current and future business needs are anticipated and reported with precision.
•Provide detailed financial reports and forecasts to senior management and group, ensuring clear communication of financial health and opportunities for growth.
Senior Management Involvement:
•Contribute to the strategic direction of the agency, participating in senior management meetings and providing input on business development, operational processes, and team structures.
•Report directly to the Managing Director, ensuring that client service remains a core strength of the agency.

What we're looking for

Solid senior level experience in a client-facing role within a media agency, with a track record of managing and delivering to contract expectations and service frameworks. 

• Previous experience working with clients in the higher education sector.
• A practical understanding of procurement and tender processes.
• Strong commercial acumen with a proven ability to drive client profitability through excellence in customer service.
• Demonstrable experience in leading, motivating, and organising teams to deliver excellent results. 
• Proven ability to manage complex projects, with excellent organisational and multitasking skills. 
• Experience working at a senior management level, contributing to business direction and decision-making. 
• Proven experience with financial forecasting, reporting, and accountability for gross profit and net profitability. 
• Excellent communication, negotiation, and interpersonal skills, with the ability to influence and build strong client relationships. 
• Flexibility to work across split sites (Leamington Spa / Swansea) and travel to client locations as required. (Adgen operates a hybrid & flexible working practice). 
• Experience of managing or implementing organisational change 
  
  What We Offer

• Competitive salary and benefits package. Salary range approx. £60k-£70k dependent on experience. With Bonus tied to business/personal performance.
  •Opportunity to work with leading higher education institutions across the UK.
  •A supportive and collaborative working environment with a focus on personal and professional growth.
  •Opportunities and training that come with being part of a large and growing integrated marketing services group, Audience Collective.
  •A chance to be part of a dynamic senior leadership team shaping the future of our agency.