Client Services Manager

Client Services ManagerWPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities. For more information, visit wpp.com. WPP Media is WPP’s global media collective. In a world where media is everywhere and in everything, we bring the best platform, people, and partners together to create limitless opportunities for growth. For more information, visit wppmedia.com

About EssenceMediacom: A Leading WPP Media Brand. EssenceMediacom is a new breed of media agency. Grounded in analytics and insights and powered by data and technology, we believe in the power of media and creative to drive breakthroughs for the world’s best brands. We help clients understand the modern marketing paradox and discover the breakthroughs brands need to win with their consumers. We are designed for the new communications economy — built on data and technology, built for people and algorithms, built around diverse schools of thought, built to test and learn at scale, and, crucially, built to evolve.

Role Summary and ImpactThe Client Services team is responsible for creating the conditions by which our clients love our work. We do this by building trust and exerting influence through deeper, more strategic relationships with our clients, and by driving, leading and owning the campaign delivery process. Account Managers are responsible for executing the campaign delivery process and providing daily support to the wider account team. They are expected to develop working relationships with their clients and become the lead contact for some campaigns. They may start to develop their line management skills by directly line managing up to one team member.

What we need from you

Point of contact for clients ensuring client satisfaction is maintained throughout the campaign lifecycle and beyond

Develops and maintains a working-level understanding of assigned client’s industries, their products/services, and their marketing/media KPIs

Supports the wider team in delivering an exceptional client experience during every agency interaction

Ensures defined client expectations are understood by the wider team

Assists in managing total client satisfaction, identifying any issues or barriers and escalating as necessary

Assists in the implementation of the Deliverables Register and obtaining the required individual deliverable scores

Ensures that any direct report and the wider multi-discipline team feel invested in, engaged with, cared for and are motivated to deliver their best work

Provides timely and actionable feedback to the team to aid in their development and improvement

Support the Client Direct / Account Director in leading and developing the client relationship

Engages with clients to define campaign requirements

Interrogates the work and client deliverables on behalf of the client to ensure they exceed expectations.

Maintains an up-to-date campaign project plan using Essence tools and technology

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 CS leadership where necessary.

Supports daily huddles and weekly client status meeting

Responsible for client billing process ensuring reconciliations are approved by internal teams and invoicing is complete within agreed internal timescales

Knowledge and responsibility for the end to end invoicing process including managing to budget, reconciliation completion

Leverage key internal and external stakeholder relationships to assist teams in improving the campaign delivery process

Through building your understanding and knowledge of your client’s business, continually look for and make internal recommendations to explore growth opportunities

Skills and ExperienceAt WPP Media, we believe in the power of our culture and our people. It’s what elevates us to deliver exceptional experiences for both our clients and each other. In this role it will be critical to embrace WPP and WPP Media’s shared core values:

Be Extraordinary

by Leading Collectively to Inspire transformational Creativity.

Create an Open environment

by Balancing People and Client Experiences by Cultivating Trust.

Lead Optimistically

by Championing Growth and Development to Mobilize the Enterprise.

Strong written and verbal communication skills including the desire to learn and advance

Strong organisational skills with a keen ability to prioritise and multi-task

Ability to adhere to and meet deadlines and proven track record in managing client expectations

Proven problem solving skills and ability to think outside of 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

Demonstrate thorough understanding of the campaign level financial management process from estimate to invoicing

Lead by example while motivating and coaching juniors on the team

Foster an environment for transparency and open communication

Life at WPP Media and BenefitsOur passion for shaping the next era of media includes investing in our employees to help them do their best work, and we’re just as committed to employee growth as we are to responsible media investment. WPP Media employees can tap into the global WPP Media and WPP networks to pursue their passions, grow their networks, and learn at the cutting edge of marketing and advertising. We have a variety of employee resource groups and host frequent in-office events showcasing team wins, sharing thought leadership, and celebrating holidays and milestone events. Our benefits include 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 particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

We believe the best work happens when we''re together, fostering creativity, collaboration, and connection. That''s why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

Please note this is a UK based role and requires individuals to have the right to work in this ..... full job details .....