Associate Director, Client Services, UK

WPP Media · London

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3786 - Associate Director, Client Services, UK

Google via Made For Google - A little about us:

Made For Google (MFG) is a bespoke media team for Google. We are made up of best in class digital, offline, and integrated media experts who work together to enhance media’s contribution to Google’s business.

We are a united, diverse team driven by a spirit of curiosity. Committed to pioneering solutions that surpass industry standards, we aim to drive excellence, support a fulfilled team, and exceed expectations while fostering growth and positive impact.

About the Google Ads team

Google Ads is the largest of all of Google’s products. At MFG, we have a dedicated team of digital B2B and direct response (DR) experts across strategy, activation, planning, analytics, data strategy and client services. Our mission is to drive SMBs to spend their marketing budget within the Google Ads Portfolio (e.g. Google Ads, YouTube Ads etc).

About the Client Services team

The Client Services team is responsible for creating the conditions by which our clients love our work. We do this by building trust and exerting influence through deeper, more strategic relationships with our clients, and by driving, leading and owning the campaign delivery process. We also foster a culture of support and encouragement internally.

Position Summary:

Account Directors support in the leadership of the campaign delivery process and are a central point of contact for all clients. Success in this role is measured through the lens of: best in class work, a delighted client, happy and motivated internal teams, profitable revenue for the agency, and account growth. Account Directors will continue to develop their line management skills and start to develop their leadership skills. 

Responsibilities:

Client Satisfaction

• Central point of contact for clients ensuring satisfaction is maintained throughout the campaign lifecycle and beyond
• Develops and maintains a working-level understanding of assigned client’s industries, company culture, and products/services
• Supports the wider team in delivering an exceptional client experience during every agency interaction
• Seeks opportunities to delight clients and strives to elevate all client relationships to trusted partner status
• Ensures client expectations across the account are clear and defined, including frequency of status updates and milestone reviews
• Assists in managing total client satisfaction, identifying any issues or barriers and escalating as necessary
• Responsible for the Deliverables Register ensuring all required individual deliverable scores are recorded and communicated accordingly
• Partners with Client Director to successfully execute Client Feedback Reviews and strive to improve partnership scores over-time

Team Happiness

• Ensures that the wider team feel invested in, engaged with, cared for and are motivated to deliver their best work
• Provides timely and actionable feedback to the team to aid in their development
• Ensures the fun and support is brought into the day-to-day life on the account
• Proactively contributes to the Essence culture including mentorship to individuals both inside and outside their team
• Provide awareness and recognition for jobs well done

Work Quality and Innovation

• Engages with clients to define Actionable Briefs 
• Interrogates the work and client deliverables on campaigns on behalf of the client to ensure they exceed expectations
• Provides campaign and project management leadership during the campaign lifecycle to ensure on time and on brief delivery of client work
• Fosters collaboration with the Practices to ensure best in class work and ongoing innovation is delivered across the client business
• Identifies potential risks, issues and opportunities, across all briefs and processes escalating to Practice Lead and CS leadership where necessary.
• Leads huddles and weekly client status meeting, casting the right team as appropriate

Financial Strength and Operational Excellence

• Point of escalation for any client billing or reconciliation issues and escalate to the Client Director as necessary 
• Day to day oversight of the team and communication of under/over utilisation within the team
• Day to day campaign financials including campaign revenue forecasting, delivery to budget, reconciliation & invoicing
• Solicit regular feedback from clients to ensure operational excellence and seek continued improvements on work quality  

Growth and Diversity of Clients
- Nurtures organic growth opportunities across existing clients through their in depth knowledge and understanding of the business needs and challenges of their client

Supervisory Responsibility:

• Potential to line manage 1-2 direct report, supporting their career growth and development within Client Services
• Lead by example while motivating and coaching juniors on the team
• Foster an environment for transparency and open communication
• Be a key voice in the room; we work across a large interdisciplinary global team and you will need to be a voice that the team can follow by setting the right pace, example & ambition

Skills and Experience

• Strong written and verbal communication skills across all platforms
• Strong organisational skills, great attention to detail and ability to Q/A work
• Solid grasp of all areas of digital marketing, including a deep knowledge of digital media
• Ability to adhere to and meet deadlines and project manage multiple campaigns
• Superb client relationship and management skills
• Proven problem solving skills and ability to think outside of the box for creative solutions
• Ability to work independently and collaborate in a team environment
• Detail oriented and responsive, deadline-driven with strong quantitative reasoning skills
• Strong financial management skills, demonstrating an ability to manage campaigns to budget and margin forecasts and identify financial risks

Life at WPP Media & Benefits 

Our passion for shaping the next era of media is powered by our commitment to Be Extraordinary, investing in our employees to inspire transformational creativity. We also Lead Optimistically, firmly believing in and Championing Growth and Development for every individual. This commitment allows WPP Media employees to leverage the extensive global WPP Media & WPP networks to pursue their passions, build vital professional connections, and learn at the cutting edge of marketing and advertising.  

We Create an Open environment built on trust and respect, where everyone feels they belong and has opportunities to progress. This inclusive culture is fostered through a variety of employee resource groups and frequent in-office events showcasing team wins, sharing thought leadership, and celebrating holidays and milestone events. Our comprehensive benefits package reflects this commitment, including competitive medical, group retirement plans, vision, and dental insurance, significant paid time off, preferential partner discounts, and employee mental health awareness days.  

WPP Media is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We believe the best work happens when we're together, fostering creativity, collaboration, and connection in this open and supportive environment. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.  Please note that while our philosophy is the same across WPP, benefits may vary by office/country. 

Please note this is a UK based role and requires individuals to have the right to work in this location 

While we appreciate all applications received, only those candidates selected for an interview will be contacted.  

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