Client Service Lead (12 Months FTC)

OpenConnect is a bespoke team within GroupM, created to support BT Group’s brands BT, EE, Plusnet across consumer and business divisions. Covering a wide range of telco/tech products and services such as broadband, mobile, security, etc., the team comprises over 100 specialists in media, data, and technology. It’s a challenging yet fun team to be part of, working with some of the most forward-thinking clients in the industry.

The Client Services team is responsible for creating the conditions through 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 whole campaign delivery process.

We are looking for a sharp, strategic, driven, and highly experienced person to take on a role as a Client Director running the BT Business account and internal team based in London. You will build trusted partnerships with key stakeholders across BT’s leadership structure, understanding their business, their people, and their environment. You will help create and foster an environment that marries client objectives with high-quality thinking and great, timely work output executed across a range of specialised practice teams, all in service of realising the client’s market-leading ambitions.

You will be working with a team of experienced marketing professionals, working closely with senior clients to define strategy, plan media, and execute high-performing brand and direct response campaigns across a range of products. You have ultimate responsibility for maintaining the overall health of the client relationship, devising and executing growth plans, and leading the OpenConnect team of over 30 employees, with a primary focus on motivating the team and promoting a happy, healthy, and high-performing team culture.

Our relationship with this key client has a huge focus on growth and digital transformation, but the role will also orchestrate the delivery of a very high volume of fast turnaround multi-channel campaigns. You will be responsible for overseeing and providing strategic input for the brand into the B2B space, the successful delivery of major campaigns, as well as ensuring growth of the Demand Generation (DR) activity, working with media specialists to interrogate, build on, and implement econometric learnings. You will also be responsible for driving growth through incremental opportunities.

While most of your time will be spent working with clients and collaborating closely with those working on the business, both across OpenConnect and the client, you will also work with the existing Client President and wider CS team to own the commercial management of the business. You will take complete responsibility for managing the client P&L and providing accurate forecasts, whilst making recommendations for how the business is resourced and supported.

The Client Director role is a very senior position within the agency, and as such, you will be expected to provide leadership beyond the primary client engagement, also acting as a stand-in, alongside other CDs, for the Client President where necessary. We seek individuals with very high EQ & IQ, who can passionately represent OpenConnect, ensure outstanding delivery to our clients, build our market profile, and create new opportunities. This is a unique opportunity to join a fast-growing, dynamic team already doing industry-leading, breakthrough work for exceptional clients.

Key responsibilities include:

• Becoming a trusted advisor to clients, influencing strategy, and challenging when needed.
• Driving revenue and supporting growth initiatives within the UK.
• Ensuring work quality exceeds client expectations.
• Maximizing client satisfaction and employee happiness while growing profitability.
• Overseeing people processes that enable personal development and make team members feel valued.
• Mentoring and coaching others to become trusted advisors for their clients.

About you:

• Extensive experience across digital and offline channels.
• Understanding of the UK marketplace and key media owners.
• Proven track record in managing large client relationships and campaigns, preferably in B2B.
• Exceptional presentation skills and experience securing buy-in at the highest levels.
• Passion for digital and staying updated on industry trends.
• Ability to work under pressure, meet deadlines, and deliver results.

What you can expect from GroupM:

GroupM is WPP’s media investment group and the world’s leading media investment company, aiming to shape the next era of media where advertising works better for people. We employ the best talent to tackle marketing challenges and foster a workplace that invests in your career, cares for you, and is engaging and fun. We are committed to diversity, inclusivity, and equal opportunity, embracing backgrounds, perspectives, and skills to create great work together.