Client Service Director

VML MAP; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A world-leading marketing consultancy in the UK is seeking a Client Service Director to oversee strategic client relationships and drive significant revenue growth. The successful candidate will lead a client service team, ensuring high-quality service delivery while developing strategies that align with client objectives. With over 10 years of experience in client leadership, you will leverage your expertise in CRM and marketing automation to identify business opportunities and enhance client satisfaction. This pivotal role requires exceptional strategic thinking and leadership capabilities.

Benefits

Diverse and inclusive work environment

Professional development opportunities

Qualifications

• Significant experience in CRM and marketing automation.
• Proven track record in driving revenue growth.
• Exceptional communication and presentation skills in English.

Responsibilities

• Oversee client service team, ensuring alignment with client objectives.
• Drive revenue growth through up-selling and cross-selling.
• Develop strategic roadmaps to meet client objectives.

Skills

Strategic account development

Leadership

Client relationship management

Revenue growth

Data-driven solutions

Education

10+ years in client leadership roles

Tools

Salesforce Marketing Cloud

Adobe Marketing Cloud

Job description

Step into a pivotal leadership role at the forefront of marketing innovation as our next Client Service Director. Here, your strategic vision and commercial acumen will directly shape the future of our most valued client relationships and drive significant revenue growth. You will be instrumental in overseeing the client service team, ensuring the delivery of high-quality, impactful services, and championing MAP's cutting‑edge capabilities to position us as a strategic partner and thought leader to our global clients. If you possess a relentless drive for client success, a proven track record of strategic account growth, and the ability to inspire and lead, your leadership is the cornerstone we need for continued excellence. Join us, and together, let's redefine the future of customer experience.

What will your day look like?

We are seeking a highly commercially minded Client Service Director to oversee strategic client relationships, and ensure the consistent delivery of high-quality services, thereby driving revenue and ensuring unparalleled client satisfaction. In this senior role, you will be responsible for understanding deep client needs, developing strategic roadmaps to meet their objectives, and translating these strategies into successful projects that generate revenue.

You will be a key driver of revenue growth through proactive up‑selling and cross‑selling of MAP's services and will play a critical role in supporting the Client Partner in identifying and unlocking new business opportunities. You will manage and mentor the junior team, fostering a culture of excellence, accountability, and continuous improvement. Demonstrated leadership, strategic and commercial thinking, and exceptional execution are paramount.

More specifically, your tasks include:

• Leading and overseeing the client service team, ensuring alignment with client objectives and company growth strategies.
• Driving strategic client relationship management, acting as a trusted advisor to senior client stakeholders.
• Developing and championing client strategies that leverage MAP's full suite of capabilities, including advanced CRM systems, data‑driven activation layers, and high‑impact campaigns.
• Overseeing the translation of strategic client objectives into project scopes, plans, and budgets, ensuring quality delivery and commercial viability.
• Proactively identifying and driving revenue growth opportunities through up‑selling, cross‑selling, and supporting new business development initiatives alongside the Client Partner.
• Championing MAP's capabilities and offerings, positioning the company as a strategic partner and thought leader in the market.
• Leading, recruiting, and cultivating a strong, high‑performing client service team, defining clear roles, objectives, and expectations.
• Ensuring strategic and commercial thinking is applied across all client projects and team initiatives.
• Navigating the WPP and VML network to leverage resources and capabilities for client advantage, with support from the Client Partner.

Who are you going to work with?

You will be the strategic linchpin, leveraging and guiding a sophisticated network of closely coordinated project managers, developers, data scientists, and experienced designers. You will work with competent teammates from all around the world, who always go the extra mile to help one another. You will play a crucial role in harnessing this diverse talent to deliver exceptional client outcomes.

What do you bring to the table?

We're on the lookout for a highly strategic and commercially astute individual with a sharp vision capable of identifying new possibilities in the marketplace and building deep, lasting client connections. You are proactive in shaping client strategies and initiatives that not only meet but consistently surpass client expectations, driving tangible business outcomes and revenue growth. You embody leadership, accountability, and possess exceptional strategic and commercial thinking capabilities, translating vision into impactful execution.

You are adept at navigating complex client landscapes and internal networks, demonstrating a positive, solution‑oriented mindset that thrives on overcoming challenges to deliver the best possible outcome. As you will be overseeing multiple strategic client engagements, you are an organized leader who can maintain a holistic perspective while ensuring meticulous attention to detail in strategic planning and execution.

In addition, you have:

• 10+ years of progressive experience in client leadership or client service management roles within a digital marketing, agency, or consultancy environment, with significant experience in CRM, marketing automation, and data‑driven solutions.
• Extensive experience in managing and mentoring client service teams and leading strategic stakeholder relationships at the executive level.
• Proven track record in driving revenue growth through strategic account development, up‑selling, cross‑selling, and contributing to new business acquisition.
• Deep commercial understanding and strategic oversight of data, technical projects, and marketing automation platforms.
• Significant experience with the strategic management and implementation of complex IT projects within CRM, web, and/or marketing automation.
• Ideally, experience with either Salesforce Marketing Cloud or Adobe Marketing Cloud.
• The strategic competence, executive confidence, and self‑discipline to expertly oversee deadlines, estimates, and budgets across multiple client portfolios.
• Exceptional communication and presentation skills in English, capable of influencing senior client stakeholders and inspiring internal teams.

A leader in personalized customer experiences

VML MAP is a world‑leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper‑personalization at scale, marketing automation, and CRM. With the brain of a consultancy, the heart of an agency, and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer‑centric. Together, we are 1000+ technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

A global network

We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.

WPP (VML MAP) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

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