Client Services Director - Technology at Wunderman Thompson

Responsibilities include:

Customer Relationship Management

• Through close relationship with the clients, continuously develop the strategic direction of each client account and ensure communication of any directional changes to the team
• Develop and maintain positive client relationships
• Provide pro-active solutions to client needs
• Position and develop oneself as a respected partner in managing and growing the client’s business
• To ensure clear understanding of the client’s strategic and operational requirements and communicate this to the team
• Thorough knowledge and understanding of the client’s business
• To understand the various clients and their consumer needs, to ensure a commitment to providing effective delivery that is mutually beneficial to client and the Agency profitability
• Provision of expertise and expert knowledge to client at a technical level
• Motivate the client service team to achieve objectives of client and Wunderman Thompson Technology ZA
• Present and sell work to client
• Assessment of client needs and drawing on professional Agency resources to fulfil them
• Co-ordination of internal resources to ensure effective client services delivery to clients
• Effective management of unforeseen incidents/escalations

Business Development

• Facilitate growth of existing client portfolio
• Work in collaboration with Growth team to achieve organic growth targets
• Participate in all relevant communication/conf calls with the client, WT SA, WT Global and WPP HQ or other Hubs

Client Service Management

• Deliver high standards of client satisfaction, measuring this through feedback, surveys
• Assess that the work meets or exceeds the client brief
• Checking all elements and action any revisions required prior to presentation to client
• Present a united stance on Agency recommendations (i.e. support and endorse Agency output)
• Rendering a professional advisory service
• Ensure that all deadlines are met in collaboration with Delivery Teams

Financial Management

• Forecasting client billing / income budgets
• Budget control
• Ensure that preparation and presentation of accounts are executed
• Ensure quotes for budgets are obtained and checked
• Drive the ethos of cost control and income growth all the way through the teams

Management Reporting

• Monthly Management Reporting
• Adhere to all Client Service Reporting requirements
• Oversee Departmental Reporting – internal and external
• Work in progress control and monthly reports
• Maintain contact, status, minutes, reports timeously
• Monthly activity reports
• Agency case study reporting

Business Processes

• Implementation of Client Services Strategies defined by EXCO and WTZA Leadership
• Develop, implement and maintain all Client Service Business Processes aligned to business strategy
• Ensure continuous business process improvement within Client Service Department

People Management

• Overall management, leadership, development, and motivation of Client Service employees
• Leadership and management development of direct reports
• Client Service Resource planning - ensure the right number of employees, with the right skills, in the right places, at the right time
• Manage Client Service team productivity, efficiency, and capacity to deliver to clients
• Recruitment & selection of employees
• Departmental induction and orientation of new employees
• Performance management of employees
• Achieve employment equity numerical goals set for the department
• Handle in conjunction with HR Department Disciplinary & Grievance matters
• Manage absenteeism and excessive staff turnover
• Responsible for overall well-being of Client Service employees
• Continuous skills development of employees
• Adhere to HR Policies & Procedures at all times

Requirements

• At least 2-3 years management experience in a Client Service Director role.
• Have solid understanding of technology, project process flow and execution to ensure the ability to successfully measure and report on detailed technology projects
• Exceptional interpersonal and communication skills at all levels – people, team and management
• Knowledge of experience platforms and development process, with a technical background is a big plus
• Strong sense of initiative, ability to act as an independent leader and to demonstrate clear strategic thinking
• Proven leadership skills: several years of experience with managing teams and client relationships.
• Detailed oriented, efficient, dependable and a collaborative team player with a positive “can do” professional attitude
• Organizational skills to keep the work organized and well distributed among the team members
• Time management skills: ability to prioritize urgent and important tasks, and to accomplish them in time.
• Problem solving skills: Be able to deal with client relationship or internal team operations issues
• Decision making – understands how and when to make a choice, how and when to escalate issues to higher levels
• Able to analyze the risks and future impact of decisions
• Business development and client relationship skills
• Be able to work under stressful situations and manage stringent deadlines
• Excellent knowledge of computer fundaments, MS Office (Word, Excel, Visio, Project) and other process related systems
• Superior presentation skills
• Contract management and negotiation skills
• Overall business acumen