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Client Services Manager

at Wunderman Thompson
Boston, Massachusetts, United States

Who we are:

Wunderman Thompson is a creative, data and technology agency. We are built to inspire growth for our clients with breakthrough creativity that helps our clients succeed. We are in a unique position to deliver growth based on three fundamental principles: we see the world differently and reject conventional thinking; we have an unbounded definition of creativity that can rethink business, culture, and brand experiences; we act decisively and accountably, owning delivery end-to-end. 

At MSC, a division of Wunderman Thompson, our mission is simple: to deliver smarter marketing automation to our clients. As proven leaders in this space, we deliver the partnership and results to help our clients maximize their investments in digital transformation. With the expertise of more than 1,900 full-time employees and 16 global service centers, MSC is not only the largest agency-owned marketing services group in the world, but we are also the best equipped to support your needs.

Who we are looking for:

We are looking for a Boston based Client Services Manager (CSM) to oversee all aspects of the client engagement including managing the delivery of all project engagements through our global production hubs, delivering on client requirements, and identifying any opportunities to expand client relationships. 

This is an amazing opportunity to join a company in the forefront of one of the fastest growing industries.  The CSM is responsible for end to end management of selected large client accounts and management of all key aspects of the client relationships: becoming a respected and trusted point of contact for the client, securing their confidence as a digital marketing professional who can support their strategies and initiatives, building up and successfully running a team of dedicated resources, and managing financial and profitability aspects of the relationship. 

The ideal candidate will have marketing or advertising agency or practical digital marketing experience, be an organized, self-motivated strategic thinker and should have a passion for technology and interests in marketing trends and innovations for customers.

What you’ll do:

  • Be the client advocate - fully represent Clients’ interest in the day-to-day operations of our business and anticipate their needs.
    • Be the escalation point for our clients in resolving issues while successfully mapping the client organization and creating a plan for building multi-tier relationships.
  • Work hand-in-hand with our offshore production hubs to ensure their delivery meets or exceeds client expectations.
    • Ensure flawless service delivery to client according to agreed scope, SLAs and KPIs – even if delivered out of cross-client production teams.
    • Work closely with MSC HUBS and other people involved in specific projects to both develop detailed specification documents with clear project deliverables and timelines, and to ensure timely completion of deliverables.
    • Work closely with the MSC Hubs to ensure that the requirements of every requests are clear and achievable.
  • Work with clients to establish operational and performance goals; monitor performance of Wunderman Production to ensure we are meeting client KPI’s.
    • Actively work with provided team/client profitability reports and meet KPIs defined.
  • Take ownership of Account finance – prepare regular monthly budget reporting files.
    • Manage cost estimates for new/ad hoc projects or new additions to service portfolio – preparation, consultation with production hubs leads.
  • Strategically develop the account – actively suggest possibilities how to expand the service portfolio.
    • Engage in outside-the-box thinking to provide high value-of-service to clients.
  • Adhere to or initiate implementation of quality assurance processes to ensure accurate and on-time campaign delivery.
    • Ensure proper usage of workflow tools by all teams working for given client (tool type depending on client).
  • Resolve client issues, propose solutions and escalate to the appropriate person to the point of resolution.
    • Effectively communicate request expectations to team members and stakeholders in a timely and clear fashion.
    • Clear communication to all stakeholders about project progress and action items.
    • Proactive communication to manager in case of any development that could lead to issues with successful project delivery.
    • Proactively identify opportunities to adjust processes for efficiencies, engage the appropriate stakeholders prior to making any changes.
    • Participate in all relevant communication/conf calls with the client and Hubs.
  • Be on top/aware of all key projects/issues/changes happening in the team – set up and own meeting structure to support this.
    • Have solid understanding of the direct marketing principles, project process flow and execution to ensure the ability to successfully measure and report on detailed digital marketing campaigns/ projects.
    • Review request briefs for accuracy and follow-up with requestor for clarification as needed.

Who You Are: 

  • A leader | Self-driven and able to manage and prioritize workload for self and teams.
    • Ability to manage senior stakeholders.
    • Strong sense of initiative, ability to act as an independent leader.
    • Excellent multi-tasking, networking, time management and interpersonal skills.
  • Open and collaborative | Team player and able to flex within structure
    • Flexibility of work hours due to the global nature of the business, including late night and early morning meetings as necessary.
    • Availability to travel within the US and to the Wunderman Production Hubs.
    • Be able to work under stressful situations and manage stringent deadlines.
    • Detailed oriented, efficient, dependable and a collaborative team player with a positive “can do” professional attitude.
  • Able to see the big picture | The ability to multi-task between multiple projects, execution team deliverables and meet deadlines.
    • Capacity for project and directional changes and flexibility.
    • Organizational skills to keep the work organized and well distributed among the team members.
    • Ability to prioritize urgent/important tasks and deliver on time.

What You’ll Need:

  • Bachelor’s degree from an accredited 4-year college/ university in advertising, marketing, communications, psychology or similar area.
  • 5+ years’ experience running client accounts and developing/growing high-touch client relationships.
    • Experience in managing large global clients with outsourced production in a global environment.
    • Passion for growing relationships and businesses.
    • Proven experience with managing teams and client relationships in digital environment with the ability to deal with client relationship or internal team operations issues.
      • Knowledge of web environments and development, digital production environment or technical background related to digital media production is a big plus.
    • Understand how and when to make a choice, how and when to escalate issues to higher levels and be able to analyze the risks and future impact of decisions.
  • Project management skills or equivalent - knowledge of both theoretical and practical aspects of project management, knowledge of project management techniques and tools.
  • Excellent organizational, interpersonal and influential communication skills are critical.
    • Prioritize and allocate resources to various and dynamic initiatives.
    • Develop project plans, including scope definition, timelines, and deliverables.
    • Excellent verbal and written communication skills in English.
    • Strong writing, presentation and client-facing communication skills with proficiency in MS Office products.

Wunderman Thompson is proud to be a WPP agency. Headquartered in New York, we have a truly global reach with over 20,000 people in 90 markets. For more information, please visit our website and follow us on LinkedIn and Twitter.  

Wunderman Thompson is committed to Equal Employment Opportunity and to attracting and retaining the most qualified employees regardless of race, national origin, religion, sexual orientation, gender, age or disability. We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.  
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Careers

Established in 2019, Wunderman Thompson has a combined history of 150 years, setting the standard for marketing, communications and business innovation. We bring together over 20,000 creatives, analysts, strategists, customer experience designers and business consultants across 90 markets.

We’re always looking for the best talent to add to our diverse and talented mix that is Wunderman Thompson.

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