Client Services Director

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Client Services Director

We're looking for a Client Services Director (CSD) to provide expertise and strategic support for our clients.

Full-time · Permanent

The role:

Fostering strong, collaborative relationships is key to understanding each client’s business needs and developing strategic brand growth. This role will lead our exceptional client service team in the strategic development and direction of all accounts, inspiring and supporting clients by delivering world-class projects. As part of the senior leadership team, you will also share our vision to help grow the business internally and externally, attract and nurture talent, and identify new business opportunities.

Key responsibilities include:

  • Developing collaborative, senior-level partnerships within client companies and positioning MadeBrave as a strategic partner
  • Leading and contributing to strategic planning meetings with key clients
  • Inspiring, leading, and supporting the Client Services Team in delivering world-class, innovative solutions that meet and exceed client expectations and ultimately drive sales
  • Overseeing all aspects of client relationships to ensure that client satisfaction, team satisfaction, and client profitability remains high
  • Identifying any gaps in our service offering and continuously finding innovative and impactful solutions for new and existing clients
  • Acting as an ambassador for the MadeBrave brand, ensuring that we are positioned appropriately for clients and the industry
  • Developing new work with existing key clients and actively identifying opportunities for new clients

Team management

  • Clearly communicating team vision and goals
  • Overseeing, supporting, and leading the Client Services Team in their day-to-day roles
  • Fostering a culture of accountability and solution provision
  • Facilitating effective collaboration through open, honest, and regular communication within the team and across the agency
  • Leading by example, instilling confidence, promoting happiness, and fostering loyalty within the team
  • Assessing, appraising, and coaching your team
  • Providing ongoing feedback to drive the best performance
  • Setting KPIs for team members and the wider Client Services Team
  • Driving personal development and career planning for your team
  • Sharing key learnings from projects and working with our L&D Manager to facilitate appropriate learning & development opportunities
  • Identifying any resource requirements and participating in the recruitment process for members of the Client Services Team as appropriate


  • Negotiating financial agreements with clients at all levels
  • Working with the Commercial Director to identify, price, pitch and win new business from new and existing clients
  • Ultimately responsible for maximising revenue for client work
  • Ensuring all contracts, terms & conditions, and legal documents are in place and compliant
  • Ensuring that the necessary processes and procedures are set for optimal financial management of client business
  • Working with the board to set targets for the business, for individual clients, and for the Client Services Team,constantly monitoring activity against these targets through control of the Pod system
  • Working with the agency's leadership to establish and deliver the agency's strategic and financial objectives

About you

The Must-Haves:

  • A proven track record of delivering high-calibre, award-winning work
  • Significant experience of successfully developing and managing senior-level or C-suite client relationships, as well as strategic alliances across the industry
  • A highly collaborative work style with the ability to work in different environments & cultures across a variety of stakeholders
  • Demonstrable strategic marketing experience, both at a national and international level as well as the ability to adopt a hands-on approach when necessary
  • A track record of leading a high-performing Client Services Team: conducting performance reviews, coaching, and implementing learning & development plans
  • Solid experience winning new business through pitches as well as growing existing accounts
  • Confidence in managing financial budgets and negotiating agency remuneration contracts
  • Top-level strategic understanding of the accounts on our roster, challenging our clients' thinking in order to offer new ideas and solutions
  • Knowledge of our competitors and their position in the market
  • You should exhibit a huge amount of passion and excitement over your work along with bucketloads of can-do. MadeBravers are shiny happy positive people and you should be too!

You must be:

  • 10,000% on board with all of our brand values. (Psst.. we won a couple of company culture awards last year)
  • Open and approachable, happy to advise or lend a helping hand when needed
  • A role model for the team, embodying our values and encouraging curiosity and proactiveness
  • Willing to go the extra mile and put in the work to ensure the success of the business
  • A problem-solver who is not easily discouraged and won’t quit until a solution is found
  • An excellent communicator at every level
  • Resilient, with a good understanding of emotional intelligence in the workplace
  • Willing to admit when you’ve made a mistake and become wiser for it

In summary, to succeed in this role you must be target driven and eager to exceed expectations. You will possess strong leadership traits and skills and be a great mentor to those around you

Additional info:

  • Full-time position
  • Salary DOE
  • Application deadline: 18th September 2020

Although MadeBrave adopts a work from anywhere approach, whenever it becomes safe to do so this role will require global travel, including overnight stays on location and regular attendance to our headquarters in Glasgow, therefore you will require a full travel passport and a full, clean UK drivers license.

In addition to our extensive benefits package, you will be provided with a MacBook, phone with data allowance, and a travel/car allowance.

MadeBraver Benefits

  • Enhanced maternity, paternity & adoption leave
  • Work from our brand new studio or from anywhere else
  • Team away days & regular internal events
  • £100 creativity budget
  • Bring your dog to work (or fish!)
  • Cycle to work scheme
  • Perkbox (access to lots of freebies & discounts across major retailers)
  • Dedicated training & development plans
  • Health & wellbeing activities
  • 28 days off, inclusive of public holidays
  • Your birthday off! Plus extra holidays for every year you’re with us
  • Childcare vouchers scheme
  • Cycle-to-work scheme
  • Company pension
  • Free access to online training platforms (masterclass, lynda.Com, agency collective, and more..)
  • Opportunity to attend industry events (BIMA, Marketing Society, Tedx glasgow…)
  • Quarterly fun budget (money towards staff events)
  • Access to discounts for loads of cool brands (woohoo!)
  • Free beer, cider, wine, cocktails, or juice on Fridays
  • Surprise free lunches (we’re big fans of Mexican food or pizza, and we always have hot sauce)
  • A kid & family-friendly office (can’t get childcare for the day and need the kids to come in? Need to pick the kids up from school early? Got a kids sports day? If we can accommodate, we will! It’s life as well as work right? And we want our people’s people to feel part of the team too) – everyone’s welcome here
  • Flexible working hours

Want to know more about us? Head to our website!