Client Service Director (Durban)

Position:

Client Service Director (Durban)

Description:

Our client, a large well established Advertising Agency is looking for an Client Service Director.
This is a senior Management appointment overseeing the Business Unit Directors and Client Service Teams.

Must Have:
• Strong skills in project management and production in a global environment
• Understanding and experience in outsourced production
• Thorough understanding of project management methodologies, process mapping and digital production
• Technical understanding of production advantageous
• Experience with managing large scale global accounts in an agency environment
• Wide knowledge and experience of content management systems and web technologies is very beneficial
• Ability to scope projects and resources effectively to deliver quality and consistency at low cost
• Skilled communicator able to track and report status on all aspects of production across multiple projects daily
• Ability to present complex production systems simply and clearly to senior level executives
• Willingness to travel as required depending on client engagement or MSC engagement
• 10+ years of relevant digital and marketing experience
• Business development and client relationship skills
• Very good English – both written and spoken

Responsibilities:
• Proactive management of end to end delivery that will lead to long term client satisfaction
• Make sure that the revenue potential with our current clients is fully utilized, actively search for new business opportunities both with existing and new clients
• Design, lead and manage the client service level
• Develop resource plans to ensure appropriate resources are in place (communicate to key stakeholders when issues arise or project needs change)
• Own client service level architecture and process flows through this layer
• Process and production optimization, drives long-term efficiencies
• Supporting new business initiatives, business development and new project scoping including initial staffing required to start up new clients
• Follow operational and performance goals to ensure that WP are running effectively and efficiently
• Financials – establish and maintain income tracking system per client allowing easy reporting and input to WP all up budget forecasting and profitability calculations
• Participate on-going communication and workflow between the clients, agencies and WP production teams and onshore project managers
• Maintain a solid understanding of performance metrics (service level agreement, project delivery timeline), creative development and production processes, and systems (including project tracking and workflow, asset management system) implementation
• Proactively identify opportunities to adjust processes for efficiencies, engage the appropriate stakeholders prior to making any changes
• Identify situations that require escalation and address with an appropriate solution (proactively solve issues and escalate as last resort) as required to meet client deliverables and deadlines
• Optimize and enforce the use of standard processes and agreed upon best practices for digital execution, workflow, and communication
• Implementation of new processes and systems to support increase of client satisfaction with our services
• Monitor, manage and control client service layer activities in accordance with agreed plans, ensuring appropriate corrective actions are taken to deliver each project on time, to budget and service level agreements
• Ensure the staffing and training of the WP designed specifically to meet the client’s needs; monitor and adjust staffing levels of the client service level over time to ensure efficiency
• Establish operational processes and process improvements
• Ensure all client service layer members are informed of operational objectives and are adequately trained
• Make sure client service layer teams have the right technological/client management skill-set – determine strategic focus and transform it into actionable steps (e.g. certifications for key skill-sets)
• You will also actively cooperate with production teams’ leaderships to make sure there is efficient environment of mutual cooperation established

OTHER
• Filling attendance into Web Calendar
• Efficient use of working time
• Participation in the compulsory and selected training's and events
• Compliance with valid internal regulations and directives

In addition, an employee with subordinate employees:
• Organization and control of subordinate employees´ work
• Selection of subordinate employees and their adaptation
• Performance evaluation and development of subordinate employees

Salary: R 100 000 CTC

Contact:

Contact Person: Jessie Buxton

Tel: 031 303 6225

Email Address: jessie@schlemmer.co.za

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