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 and have the technology and methodology to tap into the beating pulse of communities, listening to nuances that move culture and connecting brands in unforgettable ways. Our hub locations include London, Berlin, New York, and Los Angeles. In London, we 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. They ensure smooth execution of projects and oversee all parts of the campaign process, coordinating with expert teams and partners to bring a brand’s creative vision to life.

The Team Has Three Core Functions:

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

Here’s What You’ll Do Day-to-day:

• Oversee and lead day‑to‑day operations of campaign delivery, ensuring projects are set up for success and establishing new workflows where needed.
• Act as a positive, solutions‑first role model, mentoring and developing team members through career pathing and goal setting.
• Deliver accurate pricing plans for pre‑sale work and track budgets and spend on post‑sale work to ensure full optimisation.
• Identify gaps that require new processes, tailor workflows for efficiency, and share learnings after each campaign cycle.
• Ask deep questions to help clients exceed their vision and goals, providing creator‑economy expertise and knowledge of accounts.
• Develop client relationships, deepen partnerships and identify new commercial opportunities.
• Collaborate with Measurement and Paid Amp teams to develop and implement media strategies and bespoke measurement plans with tracking and reporting.
• Present our work and represent the company to clients in an engaging, impactful way.
• Resolve disputes and objections with clients, using a solutions‑first approach and serving as a point of escalation when needed.
• Stay attuned to the creator economy, consuming and presenting back social‑media trends and new discoveries.

Here’s What We’re Looking For:

• 6+ years of agency or brand experience.
• Proven track record of successful program delivery and account growth with large customers.
• Experience managing a team, including career development, and natural motivational skills.
• Experience identifying upsell opportunities and building strategies to pitch them.
• Strong detail‑oriented, organisational and interpersonal skills.
• Thrives in an environment valuing collaboration, flexibility and scrappiness over titles and rigid structure.
• Curious self‑starter with a problem‑solving mindset and proactive attitude.
• Solid understanding of the creator economy, social‑media advertising ecosystem and eagerness to learn about innovations.
• Multilingual skills are a plus.
• Experience leveraging AI tools to enhance productivity, research and communication.

Workplace Flexibility:

Based in Farringdon, London, we embrace a flexible hybrid model. Team members work from the office two to three days a week, with Tuesday and Thursday serving as anchor days dedicated to in‑person collaboration and celebration of Whalar’s culture.

Our 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 home‑office allowance
• Enhanced maternity (up to 22 weeks) / paternity (up to 16 weeks) leave
• Reduced fee gym membership near office location
• Life assurance
• Workplace nursery scheme
• Volunteer days
• Social programs