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- Tasks: Lead the Client Services team to ensure top-notch project delivery and client satisfaction.
- Company: Join Luminous, a dynamic communications agency in London, working with global brands like Coca-Cola and Domino's.
- Benefits: Enjoy a collaborative work environment, opportunities for growth, and a focus on diversity and inclusivity.
- Why this job: Be part of a creative team that values innovation and client relationships while driving impactful strategies.
- Qualifications: Experience in client services, strong leadership skills, and a knack for strategic planning are essential.
- Other info: This role offers a chance to shape the future of client engagement in a thriving agency.
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.
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.
- 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
- 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
- Develop CS pitch leadership strategies and quality of pitch delivery across the CS team
- Work closely with the Finance Director to develop utilisation strategies to meet commercial KPIs
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.
Client Service Director employer: Luminous
Contact Detail:
Luminous Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Service Director
✨Tip Number 1
Familiarise yourself with Luminous and its key clients. Understanding their brand values and recent projects will help you tailor your conversations during interviews, showcasing your knowledge and enthusiasm for the role.
✨Tip Number 2
Network with current or former employees of Luminous on platforms like LinkedIn. Engaging in conversations can provide you with insider insights about the company culture and expectations, which can be invaluable during the interview process.
✨Tip Number 3
Prepare to discuss specific strategies you've implemented in previous roles that align with client retention and account growth. Highlighting your experience in these areas will demonstrate your capability to drive results in the Client Services Director position.
✨Tip Number 4
Showcase your leadership skills by preparing examples of how you've successfully managed teams and improved processes in past roles. This will illustrate your ability to lead the Client Services team effectively and foster a positive working environment.
We think you need these skills to ace Client Service Director
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly understand the responsibilities of a Client Services Director. Familiarise yourself with the key skills required, such as project delivery, client retention, and team leadership.
Tailor Your CV: Customise your CV to highlight relevant experience in client services, strategic planning, and team management. 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 passion for client services and your understanding of the agency's goals. Mention how your previous experiences align with the role's requirements and how you can contribute to the team's success.
Showcase Leadership Skills: In your application, emphasise your leadership abilities and experience in managing teams. Provide examples of how you've successfully led projects or improved processes in previous roles, as this is crucial for the position.
How to prepare for a job interview at Luminous
✨Understand the Company and Its Clients
Before the interview, take some time to research Luminous and its key clients. Familiarise yourself with their services and recent projects. This will help you demonstrate your knowledge and show how you can contribute to client retention and account growth.
✨Showcase Your Leadership Skills
As a Client Service Director, you'll need to lead a team effectively. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any experience you have in mentoring or developing junior staff.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and strategic thinking. Prepare scenarios where you've improved client satisfaction or driven project delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Commercial Awareness
Since the role involves driving commercial awareness within the team, be ready to discuss how you've previously managed resources and planned strategically to meet revenue targets. Show that you understand the financial aspects of client services and how they impact overall business success.
