Director of Client Services

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• Job Title
  :
  Director of Client Services
• Department
  :
  Client Services
• Reports to
  :
  Chief Operating Officer
• Responsible for
  :
  Business Directors / Senior Business Director / Group Account Directors
• Hours
  :
  Full time, Permanent role
• Location
  :
  Manchester, Northern Quarter. Hybrid working policy: minimum 3 days in Manchester HQ per week.

We’re looking for a Director of Client Services to lead the direction, performance, and culture of the Client Services Hub while operating as a growth-minded, commercially focused senior leader.

This role is central to strengthening our client leadership capability, embedding governance and operational excellence, and driving profitable growth across our global client portfolio.

You will set the strategic bar for world-class service, elevate financial and operational discipline, build senior client relationships, and shape the agency’s long-term commercial success. You will partner closely with the COO, CEO, Managing Partner – Finance, and Heads of Department to ensure delivery excellence, margin optimisation, and scalable growth.

As a senior member of the leadership team, you will own the commercial performance of the team, lead senior client relationships, elevate ways of working, and ensure the agency consistently delivers exceptional, insight-led, culturally relevant work.

This is a role for an ambitious, commercially minded agency leader who can shape the future of our client relationships and delivery, elevate the Client Services discipline, and drive growth for some of the world’s most culturally relevant brands. If you are passionate about the intersection of sport, gaming, entertainment, and culture—and ready to lead from the front—we’d love to hear from you.

• 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.
• Have strong experience across campaign delivery; while you won’t be hands on with this you should have a strong understanding of what it takes to deliver fully integrated marketing campaign for major global brands.

• Own the commercial performance of the Client Services department, ensuring revenue growth, GP margin delivery, and healthy account portfolios.
• Set and manage financial targets, partnering with the COO and Managing Partner – Finance to forecast, optimise margin, and steer commercial decision making.
• Lead high-value negotiations with clients to ensure the agency is appropriately valued for its expertise and strategic offering.
• Identify white-space opportunities…