Account Director, Client Services

2147 - Account Director, Client Services

Role Summary And Impact

EssenceMediacom, part of WPP, is a new breed of media agency grounded in analytics and insights and powered by data and technology. The agency believes in the power of media and creative to drive breakthroughs for the world’s best brands. It is built around data, technology, diverse perspectives, and a commitment to testing, learning, and evolving.

Essential Functions / Responsibilities

Client Satisfaction

• Point of contact for clients ensuring client satisfaction is maintained throughout the campaign lifecycle and beyond
• Develops and maintains an understanding of assigned client’s industries, company culture, and products/services
• Supports the wider team in delivering an exceptional client experience during every agency interaction
• Seeks opportunities to delight clients and strives to elevate all client relationships to trusted partner status
• Ensures client expectations across the account are clear and defined, including frequency of status updates and milestone reviews
• Assists in managing total client satisfaction, identifying any issues or barriers and escalating as necessary
• Responsible for the Deliverables Register ensuring all required individual deliverable scores are recorded and communicated accordingly

Team Happiness

• Ensures that the wider team feels invested in, engaged with, cared for and motivated to deliver their best work
• Provides timely and actionable feedback to the team to aid in their development
• Ensures fun and support are brought into the day‑to‑day life on the account
• Proactively contributes to the Media Futures Group culture including mentorship to individuals both inside and outside the team
• Provides awareness and recognition for jobs well done

Work Quality and Innovation

• Engages with clients to define actionable campaign briefs
• Interrogates the work and client deliverables on campaigns on behalf of the client to ensure they exceed expectations
• Provides campaign and project management leadership during the campaign lifecycle to ensure on‑time and on‑brief delivery of client work
• Fosters collaboration with the Practices to ensure best‑in‑class work and ongoing innovation is delivered across the client business
• Identifies potential risks, issues and opportunities, across all briefs and processes escalating to Practice Lead and CS leadership where necessary
• Leads daily huddles and weekly client status meetings, casting the right team as appropriate

Financial Strength and Operational Excellence

• Point of escalation for any client billing or reconciliation issues and escalates to the Client Director as necessary
• Day‑to‑day oversight of team and communication of under/over utilisation within the team
• Day‑to‑day campaign financials including revenue forecasting, delivery to budget, reconciliation, and invoicing
• Solicits regular feedback from clients to ensure operational excellence and seeks continued improvements on work quality

Growth and Diversity of Clients

• Nurtures organic growth opportunities across existing clients through in‑depth knowledge and understanding of the business needs and challenges of their clients

Skills And Experience

• Strong written and verbal communication skills across all platforms
• Strong organizational skills, great attention to detail, and ability to Q/A work
• Solid grasp of all areas of digital marketing, including a deep knowledge of digital media
• Ability to adhere to and meet deadlines and project‑manage multiple campaigns
• Superb client relationship and management skills
• Proven problem‑solving skills and ability to think outside the box for creative solutions
• Ability to work independently and collaborate in a team environment
• Detail‑oriented and responsive, deadline‑driven with strong quantitative reasoning skills
• Strong financial management skills, demonstrating ability to manage campaigns to budget and margin forecasts and identify financial risks
• Potential to line‑manage 1‑2 direct reports, supporting their career growth and development within Client Services
• Lead by example while motivating and coaching juniors on the team
• Foster an environment for transparency and open communication
• Be a key voice in the room; work across a large interdisciplinary global team and establish the right pace, example, and ambition
• Degree educated or equivalent professional experience
• Proven and demonstrable experience at an Account Manager+ role in a media agency

Life At WPP Media & Benefits

• Commitment to fostering an extraordinary workplace by investing in employees to inspire transformational creativity
• Leadership that optimistically champions growth and development for every individual
• Opportunity to leverage the extensive global WPP Media & WPP networks to pursue passions, build professional connections, and learn at the cutting edge of marketing and advertising
• Open environment built on trust and respect where everyone feels they belong and has opportunities to progress
• Inclusive culture fostered through employee resource groups and frequent in‑office events showcasing team wins, sharing thought leadership, and celebrating holidays and milestone events
• Comprehensive benefits package including competitive medical, group retirement plans, vision, and dental insurance, significant paid time off, preferential partner discounts, and employee mental health awareness days

WPP Media is an equal‑opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We believe the best work happens when we’re together, fostering creativity, collaboration, and connection in this open and supportive environment.