Client Service Lead (12 Months FTC)

Group M Worldwide Inc.; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

Join a dynamic and fast-growing team as a Client Director, where you'll oversee the B2B business for a leading telecommunications brand. This role offers the opportunity to build strategic partnerships, lead a talented team, and drive growth through innovative digital transformation initiatives. You'll collaborate with senior clients, manage the overall health of client relationships, and ensure the successful delivery of high-performing campaigns. If you're passionate about client satisfaction and have a proven track record in B2B marketing, this is your chance to make a significant impact in a vibrant and supportive environment.

Qualifications

• Extensive experience in managing large client accounts and campaigns.
• Proven ability to influence strategy and drive growth initiatives.

Responsibilities

• Build trusted partnerships with key stakeholders and oversee B2B campaigns.
• Drive revenue and ensure high-quality work that exceeds client expectations.

Skills

Strategic Thinking

Client Relationship Management

Digital Marketing

B2B Campaign Management

Presentation Skills

Team Leadership

Education

Bachelor's Degree in Marketing or Business

MBA or equivalent experience

Job description

OpenConnect @GroupM

OpenConnect is a bespoke team within GroupM, created to support BT Group’s brands BT, EE, Plusnet across consumer and business divisions. Covering a wide range of telco/tech products and services such as broadband, mobile, security, etc., the team comprises over 100 specialists in media, data, and technology. It’s a challenging yet fun team to be part of, working with some of the most forward-thinking clients in the industry. This role oversees the B2B part of the business for BT, EE, and Global services.

About the team

The Client Services team is responsible for creating the conditions through 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 whole campaign delivery process.

About the role

We are looking for a sharp, strategic, driven, and highly experienced person to take on a role as a Client Director running the BT Business account and internal team based in London. You will build trusted partnerships with key stakeholders across BT’s leadership structure, understanding their business, their people, and their environment. You will help create and foster an environment that marries client objectives with high-quality thinking and great, timely work output executed across specialized practice teams, all in service of realizing the client’s market-leading ambitions.

You will work with a team of experienced marketing professionals, collaborating closely with senior clients to define strategy, plan media, and execute high-performing brand and direct response campaigns across a range of products. You will have ultimate responsibility for maintaining the overall health of the client relationship, devising and executing growth plans, and leading the OpenConnect team of over 30 employees, focusing on motivating the team and promoting a positive, high-performing team culture.

The role involves a strong focus on growth and digital transformation, overseeing the delivery of high-volume, fast-turnaround multi-channel campaigns. You will oversee strategic input for the brand in the B2B space, ensure the successful delivery of major campaigns, and drive growth of demand generation activities, working with media specialists to leverage econometric learnings. Additionally, you will be responsible for identifying and pursuing incremental growth opportunities.

While most of your time will be spent working with clients and collaborating with internal teams, you will also work with the Client President and wider CS team to manage the business's commercial aspects. You will be responsible for managing the client P&L, providing forecasts, and making resourcing recommendations.

The Client Director is a senior agency role requiring leadership beyond primary client engagement, including acting as a stand-in for the Client President when necessary.

We seek individuals with high EQ & IQ who can passionately represent OpenConnect, ensure outstanding client delivery, build market profile, and create new opportunities. This is a unique chance to join a fast-growing, dynamic team delivering industry-leading work for exceptional clients.

Key responsibilities include:

• Becoming a trusted advisor to clients, influencing strategy, and challenging them when needed.
• Driving revenue and supporting growth initiatives within the UK.
• Ensuring work quality exceeds client expectations.
• Maximising client satisfaction and employee happiness while growing profitability.
• Overseeing people processes that enable personal development and make staff feel valued.
• Mentoring others to become trusted advisors, balancing client satisfaction with revenue and profitability.

About you:

• Extensive experience across all channels, including digital and offline.
• Understanding of the UK marketplace and key media owners.
• Proven track record in leading large client relationships and campaigns, preferably in B2B.
• Exceptional presentation skills with experience securing buy-in at the highest levels.
• A passion for digital and staying updated on industry trends.
• Ability to work under pressure, meet deadlines, and deliver results.

What you can expect from GroupM

GroupM, WPP’s media investment group, is the world’s leading media investment company, shaping the next era of media where advertising works better for people. We employ top talent to solve marketing challenges, fostering a workplace that invests in your career, cares for you, and is engaging. We are committed to diversity and inclusion, valuing backgrounds, perspectives, and skills, and ensuring equal opportunity for all.