Client Lead
Publicis Groupe · Durban
Company descriptionWe are the Human Experience Agency. We believe the growth opportunity lies in people. We understand and anticipate human desires to deliver media experiences of value.
We call this PeoplePoweredGrowth! Focusing on both business outcomes and human outcomes is proven to deliver stronger growth for clients. PeoplePoweredGrowth identifies the intersection between what people want and what brands need, to create media experiences of value.
PeoplePoweredGrowth orchestrates the right talent and capability to solve for clients’ unique business challenges through interconnected capability. PeoplePoweredGrowth embodies a way of thinking, working, and learning; challenging the status quo and always reaching for a better. It is a culture of never standing still.
Starcom is a full service, global media agency with a presence in multiple markets around the world. We believe in the power of our network and work closely with our global colleagues to ensure that we are providing our clients with global best practice, localized for the South African market. Our clients include Mondelez, Haleon (GSK), Samsung, Stellantis, Sandoz, Kellogg’s to name a few.
We are part of the Publicis network – the fastest growing global network.
Overview
Reports to
Client Partner
Dotted line
Head of Media
Role purpose
Owns the client relationship, business context, commercial priorities, scope, revenue protection and senior stakeholder alignment. Ensures every media assignment starts with a clear business problem, growth ambition, JTBD and success definition — so the agency responds to the client’s business challenge, not only a media brief.
Responsibilities
Scope of role
- Client business understanding
- Stakeholder management
- Business brief quality
- Scope & fee protection
- Commercial risk escalation
- Internal team alignment
- Client-facing narrative
- Returning learnings into the next brief
Core accountabilities
- Own the client relationship and senior client confidence.
- Understand the client’s business, category, competitors and growth ambition.
- Translate client needs into a clear business brief and JTBD.
- Ensure all assignments have success criteria before strategy and planning begin.
- Confirm budget, timelines, stakeholders, approvals and commercial constraints.
- Align internal teams around the same brief.
- Protect agency scope, fees and revenue.
- Escalate client-facing delivery, billing or commercial risks.
- Ensure PCA learnings influence future briefs.
Mandatory artifacts owned
• Business Brief
Defines the business problem, objective, market context and required response.
JTBD Definition
• Defines the job media must do for the brand or business.
• Success Definition
Confirms business, brand, media and commercial KPIs.
• Stakeholder Alignment Note
Confirms decision-makers, approvers and timelines.
• Scope & Fee Check
Confirms whether work is covered by scope or needs additional fee.
• Client Escalation Note
Used when material delivery, billing or commercial risks need client discussion.
• Next Brief Input
Ensures PCA learnings feed the next campaign brief.
Decision rights
- Is the brief complete enough to begin strategy In scope or additional fee
- Whether client escalation is required
- Whether the response answers the business problem
- Whether PCA needs formal client discussion
Qualifications
- 7–10 years with strong client leadership and integrated campaign exposure.
- Manage senior client relationships.
- Business understanding
Grasp commercial, category and brand challenges. - Briefing discipline
Convert client needs into clear briefs. - Commercial awareness
Manage scope, fee, risk and revenue. - Stakeholder management
Align client, agency and partner teams. - Communication
Present clearly and influence decision-makers. - Escalation management
Handle sensitive delivery or billing issues
Additional information
How performance is measured
• Brief quality
Percentage of briefs accepted without major rework.
• Client satisfaction
Relationship health and senior stakeholder confidence.
• Scope control
Reduction in unscoped work and fee leakage.
• Revenue protection
Retention, growth and commercial risk management.
• Approval discipline
On-time client approvals.
• PCA adoption
Evidence learnings are used in future briefs.
Scope of role
- Client business understanding
- Stakeholder management
- Business brief quality
- Scope & fee protection
- Commercial risk escalation
- Internal team alignment
- Client-facing narrative
- Returning learnings into the next brief
Core accountabilities
- Own the client relationship and senior client confidence.
- Understand the client’s business, category, competitors and growth ambition.
- Translate client needs into a clear business brief and JTBD.
- Ensure all assignments have success criteria before strategy and planning begin.
- Confirm budget, timelines, stakeholders, approvals and commercial constraints.
- Align internal teams around the same brief.
- Protect agency scope, fees and revenue.
- Escalate client-facing delivery, billing or commercial risks.
- Ensure PCA learnings influence future briefs.
Mandatory artifacts owned
• Business Brief
Defines the business problem, objective, market context and required response.
JTBD Definition
• Defines the job media must do for the brand or business.
• Success Definition
Confirms business, brand, media and commercial KPIs.
• Stakeholder Alignment Note
Confirms decision-makers, approvers and timelines.
• Scope & Fee Check
Confirms whether work is covered by scope or needs additional fee.
• Client Escalation Note
Used when material delivery, billing or commercial risks need client discussion.
• Next Brief Input
Ensures PCA learnings feed the next campaign brief.
Decision rights
- Is the brief complete enough to begin strategy In scope or additional fee
- Whether client escalation is required
- Whether the response answers the business problem
- Whether PCA needs formal client discussion
- 7–10 years with strong client leadership and integrated campaign exposure.
- Manage senior client relationships.
- Business understanding
Grasp commercial, category and brand challenges. - Briefing discipline
Convert client needs into clear briefs. - Commercial awareness
Manage scope, fee, risk and revenue. - Stakeholder management
Align client, agency and partner teams. - Communication
Present clearly and influence decision-makers. - Escalation management
Handle sensitive delivery or billing issues