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For Companies At a Glance
- Tasks: Lead client services, ensuring top-notch project delivery and client satisfaction.
- Company: Luminous is a dynamic communications agency in London, partnering with global brands.
- Benefits: Enjoy a vibrant team culture, career development opportunities, and a commitment to inclusivity.
- Why this job: Join a passionate team making a real impact while growing your skills and career.
- Qualifications: Operational experience, strategic vision, and a growth mindset are essential.
- Other info: Be part of the Senior Leadership Team, shaping the agency's future.
The predicted salary is between 43200 - 72000 £ per year.
About Client Services at Luminous
Luminous is a 70-strong, strategic communications agency based in London, working with a global client base which includes leading brands such as Coca-Cola HBC, Domino’s Pizza, Informa, Legal & General, Sage and Tetra Pak. The Client Services (CS) team, consisting of around 20 people, manages a diversified suite of services, across four core disciplines: Reporting, Sustainability, Brand and Digital. With an ambitious agency growth strategy in place for FY26–27, a CSD with operational experience, strategic vision and a growth mindset is critical to the future success of the agency.
Role summary
The purpose of the CSD’s role is to evolve and embed consistent quality processes, working closely with our creative, strategic and production teams to ensure smooth and integrated delivery of projects, retain and grow accounts, drive effective and efficient project delivery, create development opportunities and improve client satisfaction. Success in the role will be centred around client retention and sustained account growth, so alongside effective project delivery, you will be responsible for creating future-looking strategies to meet client development revenue targets. You will need to drive commercial awareness throughout the CS team, so proactive resource management and utilisation planning will be critical.
As a member of the agency’s Senior Leadership Team, you will also be a key voice in evolving and driving the strategic vision of the agency.
Key responsibilities
- Delivery of exceptional operational service
- Oversee daily Client Services operations and project delivery
- Evolve and embed consistent and quality delivery processes across the entire CS team
- Develop a strong understanding of each key client’s needs and develop flexible activities to effectively address these demands
- Proactively improve our Client Services strategy, enhancing the client journey to better accommodate their needs and expectations
- Client development
- Portfolio mapping and strategic account planning to meet revenue generation targets
- Work with the Growth Director and Team Leaders to develop, define and deliver account development strategies
- Work closely with the Client Experience Director to monitor client satisfaction, proactively responding to any opportunities to enhance services and processes to keep relationships on track
- Team leadership and management
- Resource planning – strategic planning aligned with forecast
- Evolve an effective team structure with clear reporting lines, ensuring senior people are effectively supported, while junior people are empowered to own accounts
- Define effective CS team induction processes – driving consistent and quality delivery across all levels/roles
- Ensure CS team Performance Reviews (GPS) are effectively completed on time and individual objectives monitored
- Operational upskilling of CS team – monitor skill-set and put training and mentoring processes in place where needed
- Work with HR to define clear career path strategies for the CS team – ensuring the team’s Competence Framework is effectively adopted
- Adopt motivational techniques to inspire growth and team development
- Create vibrant team culture and social engagement activities
- New Business development
- Lead on key New Business pitch opportunities
- Develop CS pitch leadership strategies and quality of pitch delivery across the CS team
- Senior Leadership activities
- Attend weekly agency Heads-Up sessions
- Engage in monthly Senior Leadership Team sessions
- Present at agency Town Halls at relevant opportunities
- Work closely with the Finance Director to develop utilisation strategies to meet commercial KPIs
Illuminating possibility and living our Values
At Luminous, what we do matters. It has meaning and makes a difference. We balance expertise with ambition to try new things and make every opportunity count. Our culture is a conscious choice. We are inspired by our purpose to illuminate possibility, and guided by our values to lead with insight, create positive impact, build teams, remove barriers and be kind. We hire bright people with positive attitudes and nurture their abilities. We are proud of our individual strengths, collective expertise and what we achieve together. We embrace and celebrate diversity, inclusivity, and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We truly believe the more inclusive we are, the better we are.
Client Services Director employer: Luminous
Contact Detail:
Luminous Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Director
✨Tip Number 1
Familiarise yourself with Luminous' key clients and their industries. Understanding the specific needs and challenges of brands like Coca-Cola HBC and Domino's Pizza will help you demonstrate your strategic vision during discussions.
✨Tip Number 2
Showcase your experience in operational service delivery and client retention. Be prepared to discuss specific examples where you've successfully improved client satisfaction and driven account growth in previous roles.
✨Tip Number 3
Highlight your leadership skills and ability to inspire teams. Prepare to share how you've developed team structures, implemented training processes, and fostered a positive culture in past positions.
✨Tip Number 4
Demonstrate your commercial awareness by discussing strategies you've used for resource management and utilisation planning. This will show that you understand the financial aspects of client services and can contribute to meeting commercial KPIs.
We think you need these skills to ace Client Services Director
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Client Services Director position. Identify key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in client services, project delivery, and team leadership. Use specific examples that demonstrate your ability to drive client satisfaction and account growth.
Craft a Compelling Cover Letter: Write a cover letter that showcases your strategic vision and operational experience. Mention how you can contribute to Luminous's growth strategy and enhance client relationships.
Showcase Your Leadership Skills: In your application, emphasise your experience in leading teams and managing resources effectively. Provide examples of how you've inspired growth and developed team culture in previous roles.
How to prepare for a job interview at Luminous
✨Understand the Company Culture
Before your interview, take some time to research Luminous and its values. Familiarise yourself with their commitment to diversity, inclusivity, and positive impact. This will help you align your answers with their culture and demonstrate that you are a good fit.
✨Showcase Your Strategic Vision
As a Client Services Director, you'll need to exhibit a strong strategic vision. Prepare examples from your past experiences where you've successfully developed and implemented strategies that led to client retention and account growth. Be ready to discuss how you can apply this to Luminous.
✨Highlight Team Leadership Skills
The role requires effective team leadership and management. Be prepared to discuss your approach to resource planning, team structure, and performance reviews. Share specific instances where you've motivated your team and fostered a vibrant culture.
✨Demonstrate Commercial Awareness
Luminous is looking for someone who can drive commercial awareness within the Client Services team. Prepare to discuss how you've previously managed resources and planned strategically to meet commercial KPIs. Show them you understand the importance of balancing operational efficiency with client satisfaction.
