Client Services Manager

Job description

Client Service Manager  – Job specification

Job purpose

• To co-own a portfolio of clients alongside the Senior CSM while acting as a key operational partner to new business leads. The junior CSM is responsible for day-to-day client delivery, reporting, and brief quality, and plays a central role in receiving, onboarding, and operationalising new business that lands in the agency, ensuring seamless execution and handover into ongoing delivery.

Key responsibilities                

• Take full day-to-day responsibility for your assigned portfolio(s), ensuring deadlines are met, work is delivered to brief, and issues are resolved quickly.
• Lead weekly WIPs and proactive client check-ins, ensuring clients are kept updated and aligned.
• Review AE-prepared briefs for quality, accuracy, and clarity before handing over to Paid, Studio, or Content.
• Ensure client deliverables are aligned to SLA hours and proactively flag scope creep or overuse before it becomes a problem.
• Track performance metrics across your portfolio and support in preparing monthly reports or QBR decks.
• Draft and scope out-of-scope requests and upsell opportunities, and hand over to your senior CSM for commercial validation or escalation.
• Maintain strong internal communication with delivery teams and follow up on timelines to keep workflow moving.
• Manage day-to-day client escalations and escalate to your senior CSM if issues persist or grow in complexity.
• Ensure adequate handovers and continuity of deliverables should you not be available. AEs to be briefed to assist and senior CSM informed and updated.
• Own your learning plan – complete external training at least once every 6 months and apply new thinking to your portfolio work.
• Complete any other reasonable task as directed by senior CSM and/ client services lead and/or CEO.

Ideal background

• Degree or diploma in marketing, digital marketing, or related.
• 3+ years in a client-facing, project management, or agency role.
• Preferably with experience in an agency environment / digital advertising knowledge required.
• Strong interpersonal skills and ability to manage multiple streams of work.
• Detail-oriented with excellent problem-solving and follow-through.
• Must have own reliable transport.

Reports to

• Senior client service manager and new business lead on day-to-day /client services lead

All applications can be sent to: az.oc.gnitekramrbc@rahsin

Communications will only be made with shortlisted candidates. If you have not received communications within two weeks of submitting your application, please consider your application unsuccessful.

Requirements

As per above .

Posted on 27 Jan 13:16, Closing date 28 Mar