Client Services Director - Technology

Wunderman Thompson

Department: Technology

Expertise: Apps, Commerce, Consulting, CRM, Technology

Location: Johannesburg, South Africa

Who we are:

At Wunderman Thompson we exist to inspire growth for ambitious brands. Part creative agency, part consultancy and part technology company, our experts provide end-to-end capabilities at a global scale to deliver inspiration across the entire brand and customer experience.

We are 20,000 strong in 90 markets around the world; our people bring together creative storytelling, diverse perspectives, inclusive thinking, and highly specialized vertical capabilities to drive growth for our clients. We offer deep expertise across the entire customer journey, including communications, commerce, consultancy, CRM, CX, data, production, and technology.

The CSD is based in Johannesburg and reports to Managing Director of WT Technology SA.

Responsibilities include:

Customer Relationship Management

  • Through close relationship with the clients, continuously develop the strategic direction of each client account and ensure communication of any directional changes to the team
  • Develop and maintain positive client relationships
  • Provide pro-active solutions to client needs
  • Position and develop oneself as a respected partner in managing and growing the client’s business
  • To ensure clear understanding of the client’s strategic and operational requirements and communicate this to the team
  • Thorough knowledge and understanding of the client’s business
  • To understand the various clients and their consumer needs, to ensure a commitment to providing effective delivery that is mutually beneficial to client and the Agency profitability
  • Provision of expertise and expert knowledge to client at a technical level
  • Motivate the client service team to achieve objectives of client and Wunderman Thompson Technology ZA
  • Present and sell work to client
  • Assessment of client needs and drawing on professional Agency resources to fulfil them
  • Co-ordination of internal resources to ensure effective client services delivery to clients
  • Effective management of unforeseen incidents/escalations

Business Development

  • Facilitate growth of existing client portfolio
  • Work in collaboration with Growth team to achieve organic growth targets
  • Participate in all relevant communication/conf calls with the client, WT SA, WT Global and WPP HQ or other Hubs

Client Service Management

  • Deliver high standards of client satisfaction, measuring this through feedback, surveys
  • Assess that the work meets or exceeds the client brief
  • Checking all elements and action any revisions required prior to presentation to client
  • Present a united stance on Agency recommendations (i.e. support and endorse Agency output)
  • Rendering a professional advisory service
  • Ensure that all deadlines are met in collaboration with Delivery Teams

Financial Management

  • Forecasting client billing / income budgets
  • Budget control
  • Ensure that preparation and presentation of accounts are executed
  • Ensure quotes for budgets are obtained and checked
  • Drive the ethos of cost control and income growth all the way through the teams

 

Management Reporting

  • Monthly Management Reporting
  • Adhere to all Client Service Reporting requirements
  • Oversee Departmental Reporting – internal and external
  • Work in progress control and monthly reports
  • Maintain contact, status, minutes, reports timeously
  • Monthly activity reports
  • Agency case study reporting

Business Processes

  • Implementation of Client Services Strategies defined by EXCO and WTZA Leadership
  • Develop, implement and maintain all Client Service Business Processes aligned to business strategy
  • Ensure continuous business process improvement within Client Service Department

People Management

  • Overall management, leadership, development, and motivation of Client Service employees
  • Leadership and management development of direct reports
  • Client Service Resource planning - ensure the right number of employees, with the right skills, in the right places, at the right time
  • Manage Client Service team productivity, efficiency, and capacity to deliver to clients
  • Recruitment & selection of employees
  • Departmental induction and orientation of new employees
  • Performance management of employees
  • Achieve employment equity numerical goals set for the department
  • Handle in conjunction with HR Department Disciplinary & Grievance matters
  • Manage absenteeism and excessive staff turnover
  • Responsible for overall well-being of Client Service employees
  • Continuous skills development of employees
  • Adhere to HR Policies & Procedures at all times

Requirements

  • At least 2-3 years management experience in a Client Service Director role.
  • Have solid understanding of technology, project process flow and execution to ensure the ability to successfully measure and report on detailed technology projects
  • Exceptional interpersonal and communication skills at all levels – people, team and management
  • Knowledge of experience platforms and development process, with a technical background is a big plus
  • Strong sense of initiative, ability to act as an independent leader and to demonstrate clear strategic thinking
  • Proven leadership skills: several years of experience with managing teams and client relationships.
  • Detailed oriented, efficient, dependable and a collaborative team player with a positive “can do” professional attitude
  • Organizational skills to keep the work organized and well distributed among the team members
  • Time management skills: ability to prioritize urgent and important tasks, and to accomplish them in time.
  • Problem solving skills: Be able to deal with client relationship or internal team operations issues
  • Decision making – understands how and when to make a choice, how and when to escalate issues to higher levels
  • Able to analyze the risks and future impact of decisions
  • Business development and client relationship skills
  • Be able to work under stressful situations and manage stringent deadlines
  • Excellent knowledge of computer fundaments, MS Office (Word, Excel, Visio, Project) and other process related systems
  • Superior presentation skills
  • Contract management and negotiation skills
  • Overall business acumen

At Wunderman Thompson, we are committed to actively building a diverse, equitable and inclusive workplace where everyone feels welcomed, valued and heard, and is treated with dignity and respect.  As leaders and creative partners across industries, it is our responsibility to cultivate an environment reflective of our greatest asset; our people. We believe that this commitment inspires growth and delivers equitable outcomes for everyone as well as the clients and communities we serve.

Wunderman Thompson is a WPP agency.  For more informationplease visit our website and follow Wunderman Thompson on our social channels via Twitter, Facebook, LinkedIn, and Instagram.  

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When you click the "Submit Application" button below, this will send any information you add below to Wunderman Thompson. Before you do this, we think it's a good idea to read through our Privacy Policy. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

When you click the "Submit Application" button above, this will send all the information you have added above to Wunderman Thompson. Before you do this, we think it's a good idea to read through our Privacy Policy. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.