Client Services Director

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.

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

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.