Client Services Manager

WPP Media; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global media agency in London seeks an Account Manager to maintain client satisfaction throughout campaign delivery. Responsibilities include managing client expectations, overseeing project plans, and ensuring effective communication. Ideal candidates have strong problem-solving skills and experience in client-facing roles. Competitive benefits, including medical and mental health days, are offered.

Benefits

Competitive medical insurance

Retirement plans

Significant paid time off

Employee discounts

Mental health awareness days

Qualifications

• Ability to manage client expectations and meet deadlines.
• Demonstrate understanding of campaign financial management.
• Strong quantitative reasoning skills.

Responsibilities

• Point of contact for clients during the campaign lifecycle.
• Maintain client satisfaction throughout.
• Manage client billing and CAM project plans.

Skills

Strong written and verbal communication skills

Strong organisational skills

Proven problem solving skills

Attention to detail

Ability to work independently

Job description

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities.

WPP Media is WPP’s global media collective. In a world where media is everywhere and in everything, we bring the best platform, people, and partners together to create limitless opportunities for growth.

EssenceMediacom is a new breed of media agency. Grounded in analytics & insights and powered by data & technology, we believe in the power of media and creative to drive breakthroughs for the world’s best brands.

About the Role

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. Account Managers are responsible for executing the campaign delivery process and providing daily support to the wider account team.

Responsibilities

• Point of contact for clients ensuring client satisfaction is maintained throughout the campaign lifecycle and beyond
• Develops and maintains a working-level understanding of assigned client’s industries, their products/services, and their marketing/media KPIs
• Supports the wider team in delivering an exceptional client experience during every agency interaction
• Ensures defined client expectations are understood by the wider team
• Assists in managing total client satisfaction, identifying any issues or barriers and escalating as necessary
• Assists in the implementation of the Deliverables Register and obtaining the required individual deliverable scores
• Ensures that any direct report and the wider multi-discipline 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 and improvement
• Support the Client Direct / Account Director in leading & developing the client relationship
• Engages with clients to define campaign requirements
• Interrogates the work and client deliverables on behalf of the client to ensure they exceed expectations.
• Maintains an up-to-date campaign project plan using Essence tools and technology
• 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 CS leadership where necessary.
• Supports daily huddles and weekly client status meeting
• Responsible for client billing process ensuring reconciliations are approved by internal teams and invoicing is complete within agreed internal timescales
• Knowledge and responsibility for the end to end invoicing process including managing to budget, reconciliation completion
• Leverage key internal and external stakeholder relationships to assist teams in improving the campaign delivery process
• Through building your understanding and knowledge of your client’s business, continually look for and make internal recommendations to explore growth opportunities

Requirements

• Strong written and verbal communication skills including the desire to learn and advance
• Strong organisational skills with a keen ability to prioritise and multi-task
• Ability to adhere to and meet deadlines and proven track record in managing client expectations
• 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
• Demonstrate thorough understanding of the campaign level financial management process from estimate to invoicing
• Lead by example while motivating and coaching juniors on the team
• Foster an environment for transparency and open communication

What We Offer

Our passion for shaping the next era of media includes investing in our employees to help them do their best work, and we’re just as committed to employee growth as we are to responsible media investment. WPP Media employees can tap into the global WPP Media & WPP networks to pursue their passions, grow their networks, and learn at the cutting edge of marketing and advertising.

We have a variety of employee resource groups and host frequent in-office events showcasing team wins, sharing thought leadership, and celebrating holidays and milestone events. Our benefits include 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 particular 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.