Client Support Executive providing customer support for Kainos' Smart™ applications. Analyzing customer needs and assisting with onboarding and continuous improvement of services offered.
About the role
- Director of Client Services leading the team at Ear to the Ground. Focused on client leadership, commercial growth, and operational excellence in sport, gaming, and entertainment.
Responsibilities
- Lead and evolve the Client Services function, setting the vision, standards, and frameworks for how we deliver consistent excellence across Business Directors, Account Directors, and Account Managers.
- Implement and enforce operational processes, ensuring disciplined adoption across teams to strengthen continuity, financial accuracy, and delivery quality.
- Identify and embed continuous improvement opportunities that streamline delivery, strengthen cross-functional collaboration, and drive a unified client experience.
- Work with the COO to ensure optimal, resource planning, utilisation and commercial performance across the Client Services team.
- Embed KPI-led performance management for delivery, profitability, and client satisfaction.
- Align Client Services with agency-wide objectives, ensuring the department contributes strategically and commercially to overall business goals.
- Act as the senior-most point of escalation and counsel for key global clients, building deep, trusted partnerships at Board level.
- Translate complex client challenges into pro-active growth strategies informed by Fan Intelligence®.
- Steer how the agency shows up for clients - ensuring output is strategically sharp, creatively brave, and culturally relevant.
- Lead the development and delivery of annual and quarterly business reviews, ensuring clients have clear visibility of performance, ROI, and future opportunities.
- Drive client satisfaction, manage stakeholders with confidence, anticipate challenges, unlock opportunities, and maintain high levels of client retention and advocacy.
Requirements
- 12+ years’ experience in client leadership, account management, or commercial leadership within a creative, advertising, or marketing agency ideally within high growth environments.
- Proven experience leading large client portfolios and managing senior relationships including C Suite and Board level
- Demonstrable success in leading and growing multi-million-pound accounts and improving commercial performance.
- Strong financial acumen: forecasting, P&L management, margin optimisation, and commercial negotiation.
- Deep understanding of the sport, gaming, and entertainment landscape and how culture drives fan behaviour.
- Strong leadership presence with a track record of developing high-performing teams and establishing best-in-class processes.
Benefits
- Flexible & hybrid working (minimum 3 days in office)
- Birthday off
- Workplace nursery benefit
- Enhanced maternity, paternity and shared parental leave
- Private medical insurance and health cash plan
- Enhanced sick leave
- Cycle to Work scheme
- Personal development coaching + more
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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