Associate Director, Client Services

Whalar is the leading, most awarded, independent creator and social agency. We transform brands into cultural drivers by unlocking the full creative power of creators. We go beyond the conventional social and influencer strategy. We have the technology and methodology to tap into the beating pulse of communities, listen to nuances that move culture, and connect brands in ways that make them unforgettable. With hubs in London, Berlin, New York, and Los Angeles, our reach is global. In London, we proudly collaborate with clients such as Diageo, eBay, Nike, Oatly, Skyscanner, Twinings, Uber, Vodafone, and many more.

About Client Services

The Client Services team has ultimate responsibility for the creative output of client campaigns. Client Services ensure the smooth execution of projects and have a helicopter view over all parts of the campaign process, working with expert teams and specialist partners (both internally and externally) to bring a brand's creative vision to life. The Client Services team are the gatekeepers of this vision and the guardians of the brands we work with.

Core Functions

• Manage client relationships, creator partnerships, budgets and timings across any executional workflows.
• Act as the central resource that brings in the right expertise at the right time, facilitating collaboration.
• Facilitate client retention and client satisfaction through quality creative output and excellent operational and servicing standards.

Day‑to‑Day Responsibilities

• Oversee and lead on seamless day‑to‑day operations of campaign delivery, bringing together the right cross‑functional team and ensuring projects are effectively set up for success, including set up of new workflows where needed.
• Be a positive, solutions‑first role model and mentor, train and develop team members through robust career pathing and goal setting.
• Deliver accurate and effective pricing plans for pre‑sale work, and track budgets and spends on post‑sale work, ensuring budgets are fully optimized.
• Proactively identify gaps that require new processes and tailor all workflows for efficiency - review processes during and after campaign lifecycle and ensure learnings are shared and applied.
• Listen deeply and ask big questions to help our clients go beyond their vision and goals.
• Offer up true creator economy expertise and knowledge of your accounts - supporting the Business Leads with client stewardship.
• Develop client relationships and deepen partnerships, identifying and escalating new commercial opportunities.
• Work alongside the Measurement and Paid Amp teams to develop and implement media strategies, as well as bespoke, detailed measurement plans with appropriate tracking and reporting set up.
• Be an excellent storyteller. Present our work and represent the company to existing and prospective clients in an engaging and impactful way.
• Have high trust with clients and showcase exceptional dispute resolution capabilities as well as client objection handling skills, taking a solutions first approach and serving as a point of escalation where needed.
• Act as a cultural pulse of all things creator economy - live and breathe social media, consuming and presenting back trends and new discoveries.

Requirements

• Have 6+ years' agency or brand experience.
• Have a proven track record of successful program delivery and account growth with large customer accounts.
• Have experience managing a team, including career development, and be a natural motivator of people.
• Have experience identifying upsell opportunities with your clients and working with various departments to build strategies in order to pitch these.
• Have strong detail‑oriented, organisational and interpersonal skills.
• Thrive in an environment where collaboration, flexibility and scrappiness are valued more than job titles, rigid structure and legacy ways of working.
• Be a curious self‑starter with a problem‑solving mindset and a proactive, can‑do attitude.
• Have a solid understanding of the creator economy, social media advertising ecosystem and an insatiable appetite for learning about industry innovations.
• Speaking multiple languages is a big plus.
• Experience leveraging AI tools and functionality to enhance productivity, research, and communication in day‑to‑day work.

Based in Farringdon, London, we embrace a flexible hybrid model. We ask our team to work from the office two to three days a week, with Tuesday and Thursday serving as our "anchor days." These days are dedicated to collaborating in person and celebrating Whalar's vibrant culture together.

Our Values

At Whalar, diversity, equity, and inclusion (DEI) isn't just a statement, it's our collective strength. Our people are our superpower. A diverse team and inclusive leadership have shaped Whalar since our inception in 2016, fueling a constant evolution of growth. We champion a culture of respect and empathy, fostering a sense of belonging that transcends demographics. We hire individuals of all backgrounds and empower them to thrive, challenge stereotypes, and actively break societal barriers.

Perks

• Private medical insurance
• Health cash plan
• 25 days of PTO + Sick days + Winter break
• Private pension scheme
• Monthly phone/internet reimbursement
• Professional development stipend
• New joiner's Home office allowance
• Enhanced maternity (up to 22 weeks) / paternity (up 16 weeks) leave
• Reduced fee gym membership (next to office location)
• Life Assurance
• Workplace Nursery Scheme
• Volunteer days
• Social programs