Client Partner

The Client Partner is the most senior leader in Client Services and runs the agency's client portfolio. You are accountable for four things: net profit across the portfolio, mapped and measurable client growth, leadership of the whole Client Services team, and oversight of our most senior client relationships.

The role sits above the Business Directors and holds a seat on the agency's Senior Management Team. You shape agency strategy, not just account delivery. You will work hand in hand with the Operations Director to keep client reconciliation tight and to scale agency operations in step with client growth.

This is a role for a senior agency leader who is equally comfortable in a client boardroom, a resourcing review and a P&L.

Key accountabilities

1. Portfolio net profit

• Own the full client portfolio P&L, accountable for net profit by client and in aggregate.
• Set and hold net profit targets per client; act early when an account drifts below its floor.
• Lead scope, pricing and contract renewals, including rate card reviews and change control.
• Run monthly portfolio reviews covering net profit, revenue forecast, delivery quality and risk.

2. Client growth mapping

• Build and maintain a growth map for every incumbent client: current services, whitespace, decision makers and budget cycles.
• Set annual organic growth targets by client and track progress against them.
• Identify and lead upsell and cross-sell opportunities across social, content, creator, paid and production services.
• Partner with New Business and Strategy leads to turn growth opportunities into proposals.
• Report pipeline from incumbent clients into the SMT forecast.

3. Senior client oversight

• Act as executive sponsor and senior escalation point across the portfolio, with direct ownership of the top-tier relationships.
• Hold quarterly senior reviews with client CMOs, marketing directors and procurement on value delivered, commercials and next-year plans.
• Lead contract renewals, rate negotiations and any at-risk account recovery.
• Give the Managing Director a clear, current read on relationship health and risk across every client.

4. Billable time on large-scale clients

• Own utilisation and billable-time targets across the largest client accounts.
• Ensure retainer hours are scoped, tracked and recovered; flag overservicing before it hits margin.
• Work with Business Directors to align team allocation with fee income.
• Use timesheet and resourcing data to inform pricing on renewals and new scopes.

5. Leadership of the Client Services team

• Oversee the Client Services team, with Business Directors as direct reports.
• Set team structure, capability standards and career progression for client-facing roles.
• Drive hiring, onboarding, performance reviews and succession planning across Client Services.
• Build a commercially minded culture where every account lead understands their numbers.

6. Operations partnership

• Work with the Operations Director on monthly client reconciliation: billing, work in progress, accruals and over/under recovery.
• Jointly plan resourcing and capacity as client portfolios grow.
• Shape the processes, tools and reporting that let agency operations scale.

7. Senior Management Team

• Contribute to agency strategy, annual planning and budget setting as an SMT member.
• Represent the client portfolio's view in agency-wide decisions on services, pricing and investment.
• Act as a visible senior leader internally and an ambassador for the agency externally.