Client Service Director

Step into a pivotal leadership role at the forefront of marketing innovation. Here, your strategic vision and commercial acumen will directly shape the future of our most valued client relationships and drive significant revenue growth. You will be instrumental in overseeing the client service team, ensuring the delivery of high-quality, impactful services, and championing MAP's cutting-edge capabilities to position us as a strategic partner and thought leader to our global clients.

We are seeking a highly commercially minded individual to oversee strategic client relationships, ensuring the consistent delivery of high-quality services, thereby driving revenue and ensuring unparalleled client satisfaction. In this senior role, you will be responsible for understanding deep client needs, developing strategic roadmaps to meet their objectives, and translating these strategies into successful projects that generate revenue.

You will be a key driver of revenue growth through proactive up-selling and cross-selling of MAP's services and will play a critical role in supporting the Client Partner in identifying and unlocking new business opportunities. You will manage and mentor the junior team, fostering a culture of excellence, accountability, and continuous improvement. Demonstrated leadership, strategic and commercial thinking, and exceptional execution are paramount.

More specifically, your tasks include:

• Leading and overseeing the client service team, ensuring alignment with client objectives and company growth strategies.
• Driving strategic client relationship management, acting as a trusted advisor to senior client stakeholders.
• Developing and championing client strategies that leverage MAP's full suite of capabilities, including advanced CRM systems, data-driven activation layers, and high-impact campaigns.
• Overseeing the translation of strategic client objectives into project scopes, plans, and budgets, ensuring quality delivery and commercial viability.
• Proactively up-selling, cross-selling, and supporting new business development initiatives alongside the Client Partner.
• Championing MAP's capabilities and offerings, positioning the company as a strategic partner and thought leader in the market.
• Leading, recruiting, and cultivating a strong, high-performing client service team, defining clear roles and objectives.
• Ensuring strategic and commercial thinking is applied across all client projects and team initiatives.
• Navigating the WPP and VML network to leverage resources and capabilities for client advantage, with support from the Client Partner.

We are on the lookout for a highly strategic and commercially astute individual with a sharp vision capable of identifying new possibilities in the marketplace and building deep, lasting client connections. You are proactive in shaping client strategies and initiatives that not only meet but consistently surpass client expectations, driving tangible business outcomes and revenue growth. You embody leadership, accountability, and possess exceptional strategic and commercial thinking capabilities, translating vision into impactful execution.

You are adept at navigating complex client landscapes and internal networks, demonstrating a positive, solution-oriented mindset that thrives on overcoming challenges to deliver the best possible outcome. As you will be overseeing multiple strategic client engagements, you are an organized leader who can maintain a holistic perspective while ensuring meticulous attention to detail in strategic planning and execution.

In addition, you have:

• 10+ years of progressive experience in client leadership or client service management roles within a digital marketing, agency, or consultancy environment, with significant experience in CRM, marketing automation, and data-driven solutions.
• Extensive experience in managing and mentoring client service teams and leading strategic stakeholder relationships at the executive level.
• Proven track record in driving revenue growth through strategic account development, up-selling, cross-selling, and contributing to new business acquisition.
• Deep commercial understanding and strategic oversight of data, technical projects, and marketing automation platforms.
• Significant experience with the strategic management and implementation of complex IT projects within CRM, web, and/or marketing automation.
• Ideally, experience with either Salesforce Marketing Cloud or Adobe Marketing Cloud.
• The strategic competence, executive confidence, and self-discipline to expertly oversee deadlines, estimates, and budgets across multiple client portfolios.
• Exceptional communication and presentation skills in English, capable of influencing senior client stakeholders and inspiring internal teams.

A leader in personalized customer experiences, VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper-personalization at scale, marketing automation, and CRM. Together, we are 1000+ technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.