What you will do

Reporting to Global Creative’s Creative Director, we are looking for a Head of Client Services to join us to lead a team of Client Services Specialists and Coordinators, ensuring the team develops long-term client partnerships that result in mutually beneficial, growth-oriented business and working relationships. You will actively strategize around and problem-solve often complicated briefs with lead generation top of mind. 

How will you do it

• Assist with strategic account planning for identified accounts that includes strategic account plans, retention and growth targets.
• Build and maintain client relationships with low-level, mid-level and senior-level management.
• Influence to provide opportunities to educate the client on Global Creative’s services - directly or through the Client Services team. Lead the development of integrated solutions that leverage Global Creative offerings and are mutually beneficial for the client and Global Creative.
• Ensure client is satisfied with performance of our Client Services Team and level of service.
• Act proactively to manage the business effectively.
• Manage account operational procedures with an eye on overall account optimization. Ensure all account records and activity are completed within guidelines, policy and procedures.
• Assist in developing presentations for prospective clients, including QBRs, RFPs and proposals.
• Keep management informed regularly of events/issues that could impact client relationship.
• Lead a team of Client Services Specialists and Coordinators – this includes interviewing and training team members; overseeing the planning, assigning and directing work; evaluating work quality, appraising performance; addressing complaints and resolving challenges.
• Think strategically and tactically to meet client needs, to improve current services or to deliver new services.
• Ensure Client Services teams provide thorough client input to the respective internal teams.
• Ensure team operates within established processes and procedures to ensure timely and accurate delivery of client’s services.
• Alongside other Heads of Depts, contribute to the development of strategies and execution for current or prospective services that Global Creative may offer to the client.

What we look for:

Required 

• Ability to think strategically and act tactically in order to align Global Creative’s services with customer needs.
• Working understanding of marketing strategy, creative, photography/videography, print production, media and digital communication platforms.
• Solid business acumen and knowledge to assess new business opportunities and know when to change current account strategies.
• Minimum 8 years of experience in account management; at least 3 years of management experience required.
• Strong team player with demonstrated leadership acumen. 
• Solid negotiation skills required.
• Knowledge of customer services, sales, retail structure, operations, account service/sales management best practices and proven ability to communicate and implement.
• Ability to manage and develop team members in a highly interactive team environment; leading Client Service teams to deliver first class service to the Clients.
• Ability to respond quickly and effectively to clients' needs and issues.
• Strong written and verbal communication and interpersonal skills.
• Ability to understand and communicate complex concepts/business issues verbally and in writing to clients, associates and management.
• Ability to understand and manage the execution of tasks to achieve Client’s marketing goals.
• Ability to handle many issues, items and functions at one time and deal rapidly with multiple items in prioritized sequence; flexibility and adaptability are strengths of yours. 
• Acute customer focus; demonstrate empathy with the Client’s needs.
• Demonstrate an analytical approach to problem solving.
• Demonstrate the ability to act on own initiative.
• Ability and willingness to take direction from superiors.
• Ability and willingness to seek suggestions from peers and employees.
• Experience with MS Word, MS Excel, MS PowerPoint and Outlook.

Preferred 

• Bachelor’s degree in advertising, communication, marketing or related field. (MBA a plus)