Client Services Director

The Client Services Director is responsible for the overall delivery, communication and happiness of our agency's clients, as well as overseeing team performance. This role is all about striving to grow and improve the agency. You’ll create systems and frameworks that make us work smarter, not harder. You’ll nurture our long-term partnerships and simultaneously proactively seek opportunities to expand our client base. You’ll also be the bridge between our Managing Director and the rest of the team, helping to translate vision into action, and freeing up the MD to focus on growing the agency. Below, you’ll find a breakdown of your key responsibilities and KPIs.

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The Role

• Client Satisfaction
  ‍While satisfaction can be subjective, we’ve got processes and KPIs to help guide us. It’s your job to ensure these are being met and when they’re not, to act swiftly and with care. You’ll nurture strong, transparent relationships and create an environment where clients feel heard, supported, and that Truffle has gone above and beyond for them. 
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• Team Leadership
  ‍You’ll be both a motivator and a mentor to help the team do their best work, efficiently and confidently. You’ll keep an eye on how time is spent, refine our workflows, and spot opportunities for smarter collaboration. Beyond the day-to-day, you’ll actively support your team’s development, offering clear feedback, coaching through challenges, and identifying growth opportunities that benefit both individuals and the agency as a whole.
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• Delivery
  ‍You’ll partner closely with the delivery team to ensure every project exceeds expectations, from strategy to execution. You’ll lead on campaign planning, keep timelines tight, and uphold quality across every touchpoint. You’ll also play a role in refining how we deliver for our clients, introducing smarter workflows, and helping the team operate at its best.
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• Financial Acumen
  ‍You’ll be across all client budgets, margins, and forecasts. You’ll manage these budgets with precision, spot risks early, and find opportunities to increase profitability without compromising delivery. Financial health is a shared responsibility with the members managing our accounts, and you’ll lead the charge in keeping things on track.
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• New Business
  ‍The CSD role will be heavily involved in business development, alongside the Managing Director. Expect to lead calls with brands who reach out about our services, craft compelling proposals, put together personalised strategies and attend pitch meetings to showcase everything Truffle can do. 
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• Agency Growth and Visibility
  ‍We want you to really embody Truffle. You’ll attend industry events, contribute thought leadership across socials or speaking engagements, and build relationships that open doors. Your energy, expertise and presence should help elevate our reputation and bring new opportunities to the table. You’ll also play a key role in developing our internal talent to match our ambition, creating a culture that attracts, grows, and retains the best of the best.
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• Reporting to the Managing Director
  ‍High level updates on weekly basis regarding:
  
  • Client performance, issues and opportunities.
  • Team performance and development. 
  • Client budgets and financial margins. 

Experience and Skills required 

• Extensive Agency Experience: Minimum of 8–10 years in client services or account management roles within creative, digital, or social media agencies, with a proven track record of leading large, complex, and global accounts.
• Digital and Social Media Expertise: Deep knowledge of digital marketing, including social media platforms, content creation, and emerging trends, ensuring the agency remains competitive and innovative. 
• Strategic Leadership: Demonstrated ability to develop and implement client service strategies that align with business objectives, driving growth and innovation. ​Ability to analyse campaign performance data, derive actionable insights, and make informed decisions to enhance client outcomes.
• Team Management: Proven experience in leading, mentoring, and developing high-performing teams, fostering a collaborative and results-driven environment.
• New Business Development: Experience in identifying and securing new business opportunities, including pitching services and developing tailored proposals.
• Business Acumen: A comprehensive understanding of business operations, financial, and resource management.
• Educational Background: Bachelor’s degree in Marketing, Business Administration, Communications, or a related field; a Master’s degree is a plus.

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